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How to Manage a Desk User's Password

Changing your Agent Password If you're an Agent and would like to change your password, you can easily do so in your profile settings. Start by clicking on your profile located in the upper ...

How to Create an Out of Office message

You can create an out of office message using Rules, Labels and Auto Acknowledgement Themes. 1. Go to Admin→Cases→Labels and create an “Agent Out Of Office” label. 2. Go to Admin→Channels→Email→Aut...

How to handle Spam Email

As with any business, spam and automatic responses such as vacation/ out of office replies sent via email are always a concern. You would ideally handle these types of emails at your mail server using...

Turn Quickcodes into Macros

Background Quickcodes are not supported in Next Generation Agent. This article shows how to convert Quickcodes into Macros so you don't lose the workflows you already created. You can view within ...

Whole Company Support with Flex Hours

Overview The need for participation in customer support spans developers, executives and others - not just dedicated support agents. We believe that everyone in your organization has a role in prov...

Approved SSL providers

Approved SSL Providers Below is a list of SSL providers that have been approved by Desk and Salesforce: The "Gold standard" providers are: DigiCert Thawte Verisign These other providers have...

Next Gen Case Layouts

Overview In the Next Gen Agent Desktop, the Case Details panel in the case detail view can be customized. Most Desk customers will be allowed to have more than one customization of the case view. By ...

Customer Health Monitor

Note: This feature requires the Business Plus Plan and is available only in the Next-Gen Agent. The Customer Health Monitor helps you identify customers who, based on recent interactions, may wish ...

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