Setting Priorities for Each Channel Type
Overview By default, Desk.com sets the following priorities for each channel type: Channel Type Priority Phone 9 Chat 6 Facebook 5 Twitter 5 Email 4 Q&A 2 The more "real...
Advanced Admin
Definitive Guide to Rule Conditions
We have documented every Rule Type, Channel, and Condition and made a quick search filter to make it easy to find the Rule Condition definitions. Rule Conditions by Interaction Type Inbound I...
List of Liquid Variables
Overview Desk.com uses Liquid (a templating language) to provide access to the data within Desk.com, an individual page, or within an interaction or data field. This article summarizes the Liquid V...
Desk.com API
Overview Desk.com maintains a REST-based API to create and update assets such as cases, customers, macros, and knowledge base articles. Note: we recommend only using Full-Time Agents when making A...
How can I block someone from emailing us?
Spam happens, it's undeniable in today's day and age. Thankfully, we have an easy way to block it in Desk, through what's called an Inbound Address Filter. Any Admin on your site can head to Admin →...
Forward Processing
Overview Forward Processing automatically detects the original sender of a forwarded email, enabling your agents to respond to the correct person by default. When a case is forwarded, the original ...
Setting A Custom Field From A URL
When linking your customers to your support center contact form, chat widget, or email widget, you can pre-fill fields on the form using query strings. A query string is a part of the URL that defines...
Add Optional or Required Custom Fields to Your Contact Form
Overview Whether you're editing your Support Center contact form, your email widget, or your chat widget, it's possible to add one or more case or customer custom fields to your form. You can also ...
Connectivity Troubleshooting Guide
Desk.com Connectivity Troubleshooting Guide Whenever there is a site outage or general latency, you are normally notified within minutes via Twitter or email of the event by the Desk.com support team...
Agent Access Levels
Overview As a Billing Administrator or Administrator you can define the permission levels for your Agents. This article outlines the available access levels in Desk and how to modify them in the A...
