Glossary of Terms

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Account Management
The process of managing user and team accounts in Desk.com.
 
Admin or Desk.com Admin
The Desk.com site located at yoursite.desk.com/admin is where you administer the Desk.com system, including the configuration and settings for your Agent Interface, your Customer Help Center, and the Rules, Filters, and Channels used by Desk.com.
 
Advanced Settings
Many of the menus within the Desk.com Admin contain specialized settings that allow you finer-grained control over the way you use those features. You can find this feature as a sub-menu within many Admin areas.
 
Agent or Customer Service Representative
The person who uses the Desk.com Agent Desktop to answer customer cases and provide customer service. Agents can belong to multiple Desk.com Groups and are managed under the Team section in the Admin.
 
Agent or Agent Desktop
Agents use this application to handle, assign, and manage customer support cases.
 
Agent Workflow
The process Agents use to manage a case from beginning to end.
 
Article or Knowledge Base Article
The individual unit in the Desk.com Knowledge Base. Articles belong to a Topic in the Knowledge Base and may be visible only to Agents, or visible to both Agents and publicly available in your Support Center.
 
Assigned Agent
Cases in Desk.com are assigned to an Agent, a Group, or an Unassigned Agent or Unassigned Group. Assigned agent is the agent who has been assigned the case.
 
Assigned Cases
Cases in Desk.com are assigned to an Agent, a Group, or an Unassigned Agent or Unassigned Group. Assigned cases are the cases that have been assigned to you by your Supervisor, by another Agent, or by Rule.
 
Assigned Group
The group in Desk.com to which this case has been assigned.
 
@Desk_Ops
The Twitter handle Desk.com uses to communicate system updates to Desk.com customers - find it at @desk_ops.This account is no longer in use. Please follow @Desk_Support instead or http://status.desk.com to keep up to date with maintenance or updates from Desk.
 
@Desk_Support
The Twitter handle Desk.com uses to communicate with Desk.com customers using Twitter - find it at @desk_support.
 
Desk.com Wow Rewards
The extra time that you can earn by taking simple actions within the Desk.com admin.
 
Attachments
Files that are associated privately (available only to Agents) or shared with customers when Agents are managing cases.
 
Auto-Acknowledgement
The automatic email sent to a customer by default when a Desk.com case is created.

Auto-Acknowledgement Theme
The file that determines the layout and composition of an auto-acknowledgment, and to whom that email is sent.
 
API
Developers use the Desk.com Application Programming Interface (API) to create custom applications using Desk.com data - see the details at http://dev.desk.com/
API Applications
Applications using the Desk.com API to read from or put data in the Desk.com system.
 
Bulk Update
The ability to update multiple cases at the same time. Agents can initiate a bulk update within the Agent Desktop from an Agent Search or from a set of cases viewed in a Filter. Bulk updates can also be initiated by a Time-Based Rule.
 
Business Insights or Reporting
The Desk.com site located at http://yoursite.desk.com/web/reporting that you use to understand and analyze the data from your Case, Agent and Support Center activities.
 
Case & Customer Search
Agents use the search panel within the Agent Desktop to search information in Case or Customer records. Use this article to learn more about Search Keyword syntax.
 
Case or Ticket
Cases are the basic unit of work in Desk.com. A case is created when information enters Desk.com from one of the monitored channels (email, web form, Desk.com Widget, chat, Twitter, Facebook, or created by API) or when an Agent manually creates a case for a customer.
 
Case Forwarding Theme
The editable portion of the email forward theme when a case is Forwarded from the Agent Desktop. This can be edited in Admin.
 
Case ID
The unique identifier for a customer case in Desk.com.
 
Case Management
The menu area in the Desk.com Admin application where Administrators configure and set up Case Filters, Case Labels, Macros, Rules, Customer and Case Custom Fields, Customer and Case Templates, Integration URLs, and Notifications related to Cases.
 
Case Theme
The editable portion of the Case panel viewed by Agents when they open cases in the Agent Desktop. This can be edited in Admin. 
 
Case Timeline
An area in the Desk Agent Panel allowing you to see all of the actions that have happened to the case, including the Agents who have opened the case and the rules that have acted upon that case.
 
Channels
The name of the area within the Desk.com Admin where you manage the Communication Channels Desk.com uses to originate cases and to send replies, including Email, Twitter, Facebook, Chat, and Phone methods.
 
Chat
In Desk.com, the channel used to communicate instantly to customers using a web browser in a rapid-fire conversation using the Chat Widget.
 
Chat Widget
A piece of code that you can place on your own external website or within your Desk.com Support Center to enable website visitors to initiate Chat sessions with Desk.com agents.
 
Condition or "Any Condition" or "All Condition"
A Condition is applied within a Rule or a Filter to limit the returned cases that match that Rule or Filter. An "All Condition" is used to denote a logical "AND" (select all cases with this AND that) and an "Any Condition" indicates a logical "OR" (select all cases with this OR that). Any Conditions and All Conditions can be combined in the same Rule or Filter.
 
Content Management
The Content section of the Desk.com Admin panel where users can manage the Support Center content which includes Articles, Topics, Q&A and Snippets.
Custom Field
Desk.com supports the creation of your own custom fields where the default fields do not meet your workflow requirements. Custom Fields can be created in the following types: Text, Number, True/False, Date, List (dropdown). 
 
Customer
A customer is created in Desk.com when an inbound case is created for a new email address. Customers are identified uniquely in Desk.com by email address, Twitter handle, or Facebook name. To send a case in a channel to a customer, the customer must have information in that channel, e.g. to send an email case to a customer, Desk.com must have an email address for that customer.
 
Customer Theme
The editable portion of the Customer panel viewed by Agents when they open cases in the Agent Desktop. This can be edited in Admin. 
 
 
Dashboard
The home screen you see when you navigate to the Desk.com Admin, providing access to all areas of the Administrative interface in Desk.com.
 
Direct Case Link
A URL that allows an Agent to jump directly to a Desk.com case. Note: if you are not already logged in when you view a Direct Case Link, you will be prompted to login.
 
Email
The name of the Channel Desk.com uses to receive and send email.
 
Email Form
The web form that you can create using Desk.com to allow customers to submit a case from your Support Center site. You can reach this form by linking to yoursite.desk.com/customer/portal/emails/new if the Support Center is enabled.
 
Email Widget
A piece of code that you can place on your own external website or within your Desk.com Support Center to enable website visitors to log or create email cases. Note: you can link to the Email widget using a "Lightbox" effect or using a Standalone link or window. You can reach this form by linking to yoursite.desk.com/customer/widget/emails/new if the Support Center is enabled.
 
Facebook
The name of the Channel within Desk.com where cases are created from Facebook posts and comments and that Desk.com agents can use to communicate to customers on Facebook.
 
Facebook Page
The business page within Facebook that you connect to Desk.com's Facebook Channel to create cases from Facebook.
 
Filters
Filters are configurable views that Desk.com Administrators create to show Agents or Groups list of available cases that meet the criteria of that filter. These filters display to Agents having permissions to see those filters; a case filter can apply to an individual, be shared with a group, or be visible for all Agents. Case Filters are a powerful way to show or hide Cases in Desk.com. Note: Filters do not work like Folders, where you can move cases from one Folder to another. Cases will appear in any Filters where the conditions are met.

Full-Time Agent
The default Agent configuration, allowing Agents unlimited access to Desk.com.
 
Flex Agent
A part-time Agent that logs into Desk.com occasionally and is billed according to the number of hours (in 5 minute increments) spent logged into the system.
 
Flex Time or Flex Hours
Hours of logged-in time that can be used by Flex Agents; these hours can be purchased in blocks of time or can be earned through Customer Wow Rewards.
 
Forward or Case Forwarding
If enabled, the ability to forward a case via email to a user outside of Desk.com.
 
Group or Agent Group or Queue
Desk.com uses Groups to allow Agents to be members of multiple Agent Queues. Cases can be assigned to Groups to allow multiple Agents to have the opportunity to open and review cases or to categorize types of cases depending on your support process and workflows.

IMAP
Internet Message Access Protocol, or a way of accessing email messages that is supported by major email providers including Google (Gmail and Google Apps).
 
Integrations
This is the area within the Desk.com Admin where Administrators manage integrations with Google Apps, JIRA and Salesforce.
 
Integration URL
The ability to construct a URL containing Customer or Case information from the Case Template that can display information in another system. Examples of how you would use an Integration URL include: looking up an order for a customer email address; looking up the customer in LinkedIn; looking up an address in Google Maps, and other integrations.
 
Keyboard Shortcuts
Desk.com maintains Keyboard Shortcuts that allow Agents to process and manage Cases even more effectively. Visit this article to see the list of available Keyboard Shortcuts.
Knowledge Base or KB
The Desk.com Knowledge Base which contains Articles, grouped by Topics.

Knowledge Base Article
The individual unit in the Desk.com Knowledge Base. Articles belong to a Topic in the Knowledge Base and may be visible only to Agents, or visible to both Agents and publicly available in your Support Center for your customers to view.
 
Label or Tag
Labels are applied to Cases to help organize the Cases and aid with visual identification in the Agent Panel, filtering when generating reports in Business Insights, triggering Rules or displaying cases in Filters. You can also use Labels to create organization "folders" for Macros that display your Macros in multiple drill-down levels in the Agent Interface.
 
Liquid
The name of the lightweight markup language used by Desk.com to display or return data from the Desk.com system. To learn more about Liquid, please review this article.
Macro or Shortcut
A series of one or more actions that can be taken on a case and initiated with a single click, providing consistent workflow for Agents and allowing them to conduct multiple steps simultaneously. Examples of actions that can be taken with a macro include inserting Knowledge Base Article text, changing Case Status or Case Custom Fields. 
 
Mailbox
The IMAP-enabled Mailbox (e.g. one provided by Google Apps and Gmail, among other providers) to retrieve emails, create cases within Desk.com, and to send email replies and notifications.
 
Mobile Theme
If enabled, the pages you can edit within the Desk.com Admin that allow you to present a mobile version of your Customer Help Center.
 
Notifications
Notifications are emails sent from Desk.com when triggered by a business rule. Notifications can be used for new case, new interactions or case assignment events. Notifications can also be triggered with your own custom business rules.
 
Outbound Mailbox
The mailbox Desk.com uses to send Emails to customers and case Notifications to Agents. Note: If you add a Gmail inbound mailbox, the Gmail outbound mailbox is automatically created.
 
Help Center or Customer Help Center or Customer Support Center or Support Center
The front facing customer support website your customers access. This would typically be yoursite.desk.com or support.yoursite.com if you have a custom domain name.
 
Profile Picture
The picture displayed when an Agent responds to a Customer Question in the Customer Help Center or the Agent's picture displayed along with a case.
 
Priority
An indicator of the importance of a case; can be set or changed by Rule or Macro.
 
Questions & Answers or Community Questions or Q&A
Questions & Answers is a feature of the Help Center that allows your customers to ask public questions that your agents or other customers can respond to.
 
Quickcode
A brief abbreviation that can be used by Agents to insert the contents of a Knowledge Base article in a Case reply.
 
Read-Only View
When an Agent opens a case, other Agents may view that Case in a Read-Only view. Read-Only view allows the Agent to see the details of a case but does not allow any changes to be made to the case, other than the Agent who has the case Open. Read-Only mode also does not lock the case, to avoid preventing other agents from working on the case.
 
Reply Template
The Email Theme that defines the look and feel of your emails sent to Customers when an Agent replies to a Customer via Email.
 
Retweet
The ability to reshare another person's Tweet using your own Twitter account that has been added in Desk.com.
 
Routing
When enabled, the ability to route cases to the next available Agent.
 
Rule or Business Rule
A unit of conditional business logic that applies when Cases enter or leave the Desk.com system, or that applies on a timed basis. Business rules use "Any" and "All" conditions to match cases, and are executed in stack order. Business rules apply actions (such as  Adding a Label, sending a Case Notification, or Assigning a case to a particular user) and can continue processing or stop processing after they complete. Rules can be applied to one or more Channels in Desk.com (e.g. to apply only to inbound Email cases.)
 
Rule - Inbound Interaction
This type of rule is applied to test for a Case match on the event of Cases entering Desk.com (e.g. receiving a new case or reply from a Customer). 
 
Rule - Outbound Interaction
This type of rule is applied to test for a Case match on the event of Cases leaving Desk.com (e.g. sending a case reply from an Agent to a Customer). 
 
Rule - Case Created
This type of rule is applied to test for a Case match on the event of Case creation in Desk.com. 
 
Rule - Case Opened
This type of rule is applied to test for a Case match on the event of an Agent opening a Case in Desk.com. 
 
Rule - Case Updated
This type of rule is applied to test for a Case match on the event of a Case update in Desk.com (e.g. this could happen as the result of an Agent action or due to a Rule action). 
 
Rule - Case Pending
This type of rule is applied to test for a Case match on the event of Case status changing to Pending in Desk.com. 
 
Rule - Case Resolved
This type of rule is applied to test for a Case match on the event of Case status changing to Resolved in Desk.com. 
 
Rule - Case Closed
This type of rule is applied to test for a Case match on the event of Case status changing to Closed in Desk.com. 
 
Rule - Time Rule
This type of rule is applied on an hourly basis (every 1 to n hours) to test for a Case match against rule conditions in Desk.com. If not specified, a Time Rule will execute every 15 minutes; and the first time it executes will be on the next 15 minute interval. 
 
Salesforce
Desk.com can be configured to integrate with the Salesforce Customer Relationship Management (CRM) software. To learn more about integrating Desk with Salesforce, please read this article.
 
Settings
An area within the Desk.com Admin where Administrators can configure additional Desk.com settings. This is also the name of an area within the Agent Desktop allowing Agents to configure Agent-specific settings.
 
Signature
A simple sign-off message automatically applied at the end of every Agent response. Every agent can personalize their own Signature by configuring it within the Agent Desktop to allow Agents to share a personalized reply, contact information and title if desired.
 
SMTP
Simple Message Transfer Protocol, which is an email protocol Desk.com uses to communicate with email servers to send outbound messages.
 
Sound
The control panel within the Desk.com Agent Panel allowing Agents to customize Desk.com notification sounds.
 
Status
There are five status levels within Desk.com, arranged in order. New cases are cases that have just entered the system; Open cases are cases that have been opened by a Desk.com agent; Pending cases have a reply sent from Desk.com agents to Customers; Resolved cases are completed, and Closed cases have been closed by the Desk.com system and are now viewable only in Read-Only mode. When a Customer responds to a Pending or Resolved Case, that case again becomes Open.
 
Status.Desk.com
The website Desk.com uses to post system status messages for Desk.com customers.
 
Support.Desk.com
The website Desk.com uses to share Support and Documentation information with Desk.com customers using our own product!
 
Team
The section in the Desk.com Admin allowing you to manage your Users and Groups.
 
Textile
An optional lightweight markup language you can use to respond to Customers in Rich Text Markup. To learn more about using Textile, please read this article.
 
Topics or Knowledge Base Topics
Topics provide a way to organize the Knowledge Base Articles into categories for easier browsing and maintenance.
 
Twitter
A social networking and messaging service that uses 140 character messages to deliver information. You can add Twitter as a Desk.com channel to create Twitter cases.
 
Twitter Search
Twitter Search is a feature which allows you to keep track of what people are saying about you on Twitter, using your own Search Queries. Search match results found will create a Twitter case in Desk automatically.
 
User
A user of Desk.com's Agent or Admin or Reporting Applications.
Users can be assigned to one of the following user levels.
 
- Agent
- Flex-Agent
- Reporting Agent
- Workflow Manager
- Knowledge Base Manager
- Content Manager
- Business Manager
- Administrative Manager
- Administrator
- Billing Administrator
 
To get more information about the individual rights and privileges of each user level, please refer to this article.
 
Web Themes
The editable pages you use to create your Desk.com Help Center and edit from within the Desk.com Admin.
 
Whole Company Support
The ability that Desk.com provides your company to answer every question, not miss an inbound inquiry, and to provide flexible Customer Service tools that allow you deliver Awesomely Responsive Customer Support.