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Next Generation Agent

Dependent Drop-Downs: Setup and Customization

Overview To better organize and highlight your products and services Desk.com offers Dependent Drop-Downs, a feature that allows agents and customers to identify the products they are looking for by...

Customer Merge

NOTE: This article is about a Next Gen Agent console feature. There is a separate article for Classic Agent Customer Merge functionality. Overview To help your agents keep things tidy, Desk.com ...

Introduction to Next Generation Agent Console

Overview of the Next Generation Agent Console ​ Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent...

Personalize the Agent Console

Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent. Overview There are user ...

Agent Console Search

Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent. Overview of Agent Search The...

Handling Twitter Cases

Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent. Overview of Twitter Cases ​...

Case Forwarding

Note: This article references the Next Generation Agent console and not the Classic Agent console. There is another article for Case Forwarding in the Classic Agent console. Overview of Case Forwar...

Use Liquid in your Macro response

Overview Within your macros, you can use Liquid, a templating language, to create personalized responses to your customers. If you're not familiar with Liquid, see List of Liquid Variables. Liqu...

Use Bulk Update with Multiple Cases

Note: This article references the Next Generation Agent console, not the Classic Agent console. For more information on Bulk Updates in the Classic Agent, see Updating Multiple Cases at Once with Bulk...

Case Filters in the Agent Console

Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent. You can also watch the video, Cr...