Declaration of Support from Desk.com

Last Updated -

Desk.com endeavors to deliver every available resource for you to provide an awesome support experience for your customers. Our team can provide answers to questions, both through our dedicated Customer WOW Specialists as well as our Support Center and Developer Documentation. We also provide a Community Discussion area of our Support Center where both Desk.com employees and customers can help each other in a collaborative support environment.
 
What We Cannot Do
While our support team is always here to assist with any questions relating to what Desk.com can do for you, general features and functions of the service, and troubleshoot of any and all Desk.com defects, there are some things our team is not able to do. This includes:
 
  • Writing or reviewing custom code or markup.
  • Logging into or otherwise accessing systems, codebases, or sites outside of Desk.com.
  • Adding or manipulating data related to custom Desk.com sites, including:
    • Advanced template editing.
    • Creating or editing regular expressions.
    • Manipulating the output of liquid variables.
Desk.com also provides a REST API that allows access to a variety of information related to your account. In the case of an integration with our API, our support team is available for  general assistance and documentation, but is not prepared to assist with advanced troubleshooting. If you encounter API integration issues, we highly encourage that you approach the technical staff responsible for building the integration—they have a complete view of your configuration, products, and integrations, and should always be the first line of response when questions arise.

To get help with your Desk.com account, check out our Support Center for documentation, as well as the Community Discussions to see if other customers have similar questions. To learn more about our API, check out our API documentation, or pass the link along to a technical member of your staff. If you’re still stumped, fill out this form and we’ll get back to you with an answer, or point you in the right direction to find what you need.

For full, comprehensive installation or service assistance and high-level support offerings from Desk.com, please contact us and ask about what our professional services team can do for you.