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...
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. Thi...
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. Overview Often times, agents will find they need assis...
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 is a lightweight markup language that uses a text formatting syntax to convert plain text into structured HTML markup. Desk uses Textile to make it easier and faster to send HTML-f...
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...