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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...

Sending code in your reply

Note: This is an article that references the Classic Agent console. Sometimes you may need to send a user a piece of code and you need to make sure it isn't parsed and is delivered exactly how yo...

Overview of the Case Lifecycle

Overview This article describes the lifecycle of cases for a default Desk.com case, which can be customized. "Lifecycle" refers to the statuses of a case from when a case is created to when it i...

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. If a customer has sent you multiple cases from different email addresses, they'll have multiple records. You can merge those re...

Deleting Attachments from Your Cases

Note: This is an article that references the Classic Agent console. ​Customers can add attachments to their inquiries using either the email form - as displayed below - or by submitting an email ha...