Handling Cases

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Note: This is an article that references the Classic Agent console. There is a Next Generation Agent version of this article available. See Introduction to Cases.


Once you're familiar with the Agent Desktop, you're ready to start replying to cases! In this article you'll find some information about how to handle and respond to cases.

In this article:

The Basics
Replying to Different Case Types
   Email Cases
   Phone Cases
   Chat Cases
   Q&A Cases
   Social Cases

The Basics of Responding to Cases

You have a few options when responding to a case. You can:

Option 1 - Reply to the case directly by typing your message into the reply box.

Option 2 - Include an attachment. You can add an attachment by clicking the “Add Attachment” link under the reply box. You’re limited to 20MB per attachment. You'll be able to see the attachments added to a case below the reply box. If you’re sending many files (or large files), we recommend using a service like DropBox to compress files and share the links in your reply instead.

Option 3 - Use a Macro. Macros are time-saving shortcuts that can not only populate a canned response but can set labels, populate field values, assign cases to agents, and much more. You can read more about macros here.

Adding Notes

From each case, you'll be able to add notes that are only visible internally. To add a note you'll want to click the "Add Note" button below the reply field. As soon as you add your note the "Add Note" button in the note popup will become clickable.

Sending your Response

Once you perform any combination of these actions, you need to send the case response out to the customer. The two options for sending the response are the big purple buttons on the bottom right-hand corner of the screen.

Option 1 - Update & Send will update the case information and send the response to the customer without resolving.

Option 2 - Update, Send & Resolve will do the above but also resolve the case.  

Note: The "Close Tab" checkbox by the reply buttons sets whether your case tab closes upon reply or stays open. This is a sticky setting, so you don't need to set it for every case.

Replying to Different Case Types

Although all cases are handled in roughly the same manner, each different channel type does have some differences.

An email case is denoted by theicon from your filter view. When you open it you can type your message in the reply box and send. You’re able to change the To, add CCs and BCCS, change the subject and add attachments by clicking the more link below the reply box.

A phone case is denoted by the icon from your filter view. With Phone cases, you'll be typing notes about the phone call. These are internal only and won't be visible to the customer.

A chat case is denoted by theicon from your filter view. Chat cases are real-time chats with a customer. When you open a chat case there is a customer awaiting a reply and you’ll be able to see their initial question. Reply in the message box just like you would in a Chat app and you’ll see your reply added to the transcript and the case will update when your customer replies.

A Question and Answer (Q&A) case is denoted by theicon from your filter view. Q&A cases result in publicly posted questions in your Support Center. You can answer cases just like normal, though do be advised that your reply is public. We recommend not posting any sensitive information in Q&A cases.

Any replies to the Q&A post will be in the same case and when you're replying you can turn off the option for community members to reply. This ensures that only one of your agents can provide a response to a Q&A case.

You can also mark an answer as the best answer.

Twitter cases are denoted by theicon in your filter view. When you reply to a tweet, Desk.com will automatically fill in the @username portion of your reply. You’ll see a word count so that you can ensure your reply is kept to the maximum of 140 characters.

You can send @mentions as well as DMs (as long as the user is following you) . Assuming the user is following you, to send a DM (Direct Message) to a user you’ll want to switch the reply type below the reply field:

Facebook cases are denoted by theicon in your filter view. You’ll be able to reply to the case like normal, but there is a character limit of 8,000. From the top of the case you'll be able to see if it was a wall post or a direct message as well as seeing how many replies there have been:

We advise not asking for sensitive information in Wall posts, as these are public.