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Advanced Agent

Using the Outbox Filter

Note: This is an article that references the Classic Agent console. The Outbox filter is a pre-defined filter in the Classic Agent console that shows you outbound interactions and lets you know wheth...

Deleting Cases

Overview There may be instances when a case, or cases, need to be deleted, for example when a duplicate case is created or when spam emails come into filters. The ability to delete cases allows agent...

Reply To a Case Via Email

Note: This is an article that references the Classic Agent console. There is a next generation version of this article available. See Reply to a Case via Email. Overview When you're on the go, r...

Exporting Cases

Note: This is an article that references the Classic Agent console. There may be times when you want to export cases so that you can work with them in a spreadsheet, or need to review the cases in a ...

Merging Cases

Note: This article references the Classic Agent console. Go here to read the Next Gen Agent Case Merge knowledge article. Merging Cases is available only for Email Cases. Other Channels do not support...

Linking Cases

Linking Cases is a simple way to quickly add a Link from with Case to another. There are various relationship types you can select from. The relationship types don't change the way the cases link, but...

Split Cases

Note: This is an article that references the Classic Agent console. There is another article for this feature in the Next Gen Agent, Split Cases in the Next Gen Agent. Overview There are many ins...

How do I add a signature to my outbound emails?

<!-- window.location = "https://support.desk.com/customer/portal/articles/103103" //--> Users can create a signature in the Agent Settings. In the upper right of your agent screen click the ...

Linking Cases in the Next Gen Agent

Overview Linking Cases is a simple way to quickly add a Link from with Case to another. There are various relationship types you can select from. The relationship types don't change the way the cases...

Creating Key Contact Email Notifications

Overview In some organizations it is important for key contacts, such as managers, to monitor the lifecycle of a ticketing event from initiation to resolution. Desk.com allows you to create email n...

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