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Next Generation Agent

Dependent Drop-Downs: Setup and Customization

Overview Important Note: Dependent drop-downs are not supported within the iOS and Android Apps. To better organize and highlight your products and services Desk.com offers Dependent Drop-Downs, a f...

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 offe...

Next Generation Agent Console Visual Guide

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 and ...

Personalize the Agent Console (NGA)

Overview There are user preferences each Agent can set that are user-specific. For example, if one Agent changes the language in the Next Generation Agent console to French and rearranges columns, ...

Next Generation Agent Console Search

Overview of Agent Search There are multiple ways to use the search functionality in the Next Generation Agent console. In this article, you will learn how to perform different types of searches in ...

Handling Twitter Cases

Note: This article references the Next Generation Agent console and not the Classic Agent console. Overview of Twitter Cases ​ ​This article explains how to handle Twitter cases in the Next Ge...

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...

Using Liquid in your Macro Response (NGA)

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. Liq...

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...

Creating Case Filters (NGA)

Overview ​Desk filters groups and displays cases using criteria specified by the Desk admin. Filters use the specified criteria and organize cases into queues. A Desk account is equipped with sever...

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