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Agent Desktop Orientation

Note: This is an article that references the Classic Agent console. When you log in to the Classic Agent console, you'll see everything you need to be able to respond to your customers. This arti...

Being an Efficient Agent

Note: This is an article that references the Classic Agent console. You may want to also review the Agent and Getting Started topics on the Desk.com Support Center. There is a wealth of information, ...

Advanced Agent Options

Note: This is an article that references the Classic Agent console. When you’re responding to customers, you’re going to run into instances when you want to do things that are a little more complicat...

Updating Multiple Cases at Once with Bulk Update

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article available. See Use Bulk Update with Multiple Cases. Desk.com enables you to re...

Personalize the Agent (Classic)

Overview ​If you want to add some personalization to your replies and to your Classic Agent account, this is the article you're looking for. In your Classic Agent settings you'll be able to set up ...

Using Chat as an Agent

Note: This is an article that references the Classic Agent console. Overview In the previous articles Chatting with your Customer and Setting up Routing and Alerts for Chat Cases, we discussed s...

Searching for Cases and Customers

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search. Overview Search is a critical part of the Desk.c...

Handling Cases

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. Overview Once you're familiar w...

Change the Customer Associated with a Case

Note: This is an article that references the Classic Agent console. Another article discusses this feature in the Next Gen Agent. Desk.com email cases can be changed so they're associated with a di...

New Agent Training (Classic)

Welcome to Desk.com! Train new agents in the Classic Agent Console with this Overview of Desk's Classic Agent Console Video and this Getting Started Guide (attached). If your team is adopting our new...