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Desk.com Agent

Next Generation Agent and Classic Agent

Overview The Desk.com Agent console is available in two versions: Next Generation Agent and Classic Agent. Next Generation is the new version of the Agent console. Classic Agent is the old versio...

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. What will I find in this article? This article will guide you to information on being as efficient as possible as an agent by usin...

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...

Personalizing the Agent

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article available. See Personalize the Agent Desktop. ​If you want to add some person...

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 De...

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...