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Keyword Search Syntax

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search. Desk.com allows you to search for cases to find spe...

Using Quickcodes

Note: This is an article that references the Classic Agent console. Desk.com contains many features to make you more efficient in the Classic Agent console. You can use "Quickcodes" from any Desk.com...

Overview of the Case Lifecycle

Overview This article describes the lifecycle of a default Desk.com case. “Lifecycle" refers to the various statuses (New, Open, Pending, Resolved, Closed), or stages, a case can be in from when it...

Excluding or Hiding Emails From a Reply

Note: This is an article that references the Classic Agent console. If you receive an email that you do not wish to include in a response, you can make it private by selecting the "Hide" icon. T...

Merging Customers

Note: This is an article that references the Classic Agent console. For Next Gen customer merge, please follow this guide: Customer Merge. If a customer has sent you multiple cases from different...

Deleting Attachments from Your Cases

​Customers can add attachments to their inquiries using either the email form - as displayed below - or by submitting an email having attachments to a monitored mailbox. Agents can also attach fil...

Clearing Browser Cache and Cookies

If you are experiencing issues with Desk.com you may need to reset your browser. Try to clear the browser's cache1 and if that doesn't fix the problem, try to removing the browser's cookies2. The ins...

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