Your Personalized
Service Cloud Demo

Every customer is different, so let us give you a free personalized demo of Service Cloud and answer all your questions.

Support Center

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

Business Process Best Practices

Business Process Automation

Desk.com helps you organize and automate your business process so that there’s less manual work for your agents to do. By being able to take automated action by data gathered about you cases and custo...

Automated Messaging

While personalized agent responses tailored to the individual needs of your customers, sometime it might just be enough to let them know you’re listening, or to notify them that a change has occurred....

Creating Case Filters (Classic)

Note: This article reference the Classic Agent console and not the Next Generation Agent console. For more information on the Next Generation console please refer to Creating Case Filters (NGA) Ov...

Customizing your Auto-Acknowledgements

Overview This article gives you an overview of how to customize your Auto-Acknowledgment themes in Desk.com. For an introduction to auto-acknowledgements, please see Sending Auto-Acknowledgements. ...

Managing Data: Labels vs. Custom Fields

When you want to capture information about your cases and your customers, Desk.com gives you two ways to do this: Custom Fields and Labels. This article will explain: How to gather, store, and f...

Automating with Case 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. Note: The feature(s...

Sending Auto-Acknowledgements

What is an Auto-Acknowledgement Email? When your customers send in an email case, you can have an automated response telling them that you have received their question and are working on getting them...

Automating with Rules

Overview Rules allow you to perform automated actions by configuring them once rather than performing repeated actions again and again. Rules automate your workflow, freeing up agents to avoid repe...

Building Shortcuts with Macros (Classic)

Overview Macros are pre-built workflows that perform multiple actions with one click. These actions include setting a case status, labels, and inserting canned responses. Define a macro in the Admi...

Sending Notifications to Customers

There are different types of Notification emails. This article is going to discuss Case Closed Notifications since they are designed to be sent to customers. What is a Case Closed notification? A Ca...

System Status

Agent Desktop

    Support Centers

      Case Channels

        Other Services

          More Info

          Business Insights

            Background Services