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We’re here for you. Find articles, help, and advice for getting the most out of Desk.com.

Using the Admin Panel

Configuring Forwarded and Aliased Emails Accounts

Desk.com is a flexible system - in this article we describe how you can use Desk.com to respond from a different email address than the the alias in which your customers contact you. Scenario: ...

Custom Fields for Case and Customer

Note: there is a Next Generation version of this article available. See Custom Fields for Case and Customer. Overview Desk.com allows you to create custom fields so you can capture the specific da...

Enable Filter-Based Routing

Overview Case Routing allows the system to automatically deliver new cases to Agents as they come into Desk.com from all your channels, based on priority and Agent availability. Filter based routin...

Closing cases after they are Resolved for two weeks

You may want to set cases to status Closed if they have been resolved for two weeks. To do so, you would need to create a Time rule that checks resolved cases for using the Hours since Resolved condit...

Setting up Private Access

Overview When you enable Private Access, you allow your customers a more personalized experience with your Support Center. By logging in to your Support Center, your customers will be able to track...

My Company's Cases

You can enable your customers to view all the cases that individuals in their company have open with your organization. Customers will be able to track the status of all cases that their company has s...

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