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...
Advanced Agent
How to Customize the Case, Customer, & Company Tabs with Themes
Overview Desk allows you to customize the information that Agents see as cases enter the system. You can create custom fields so you can capture the specific data you need from your customers and d...
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...
Forwarding Cases from Desk.com to External Email Addresses
Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Case Forwarding. Sharing Case information in Desk.com with other agents o...
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...
Use Textile to Create Rich Text Markup in Agent Replies
Overview Textile makes it easier and faster to send HTML-formatted information back to customers without having to manually code HTML within your tickets. This is great for styling and formatting y...