As of March 13, 2020, the Desk.com product is retired and no longer accessible.

Support Center

We’re here for you. Find articles, help, and advice for getting the most out of Desk.com.

Next Generation Agent

Handle Facebook Cases in Desk

Overview Desk allows you to handle Facebook interactions as cases. After Adding Facebook as a Channel, you can start handling Wall Posts, Messages, and Comments as Desk cases. Note: Importing comm...

Introduction to 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 Cases ​ In this ...

Manage Questions and Answers

Overview of Q&A The Questions & Answers (Q&A) feature is a great tool to build a community around your product. It allows customers to post public questions and receive support from age...

Labels Overview

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 You can use labels...

Send Code in Your Reply

Please 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 This article...

Reply to a Case via Email

Note​: This feature is only available to Full-Time Agents. If a Flex Agent would like to use this feature, please contact your billing administrator to upgrade the account. Overview Replying to...

View Cases Based on Date Created

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 By default, cases i...

Building Shortcuts with Macros (NGA)

Overview Macros are pre-built workflows that perform multiple actions with one click. These actions include setting a case status, labels, and inserting canned responses. Define a macro in the Admi...

Erase Case Content

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 With the correct pe...

Filter cases by interaction subject and/or body

Note: This article references the Next Generation Agent console and not the Classic Agent console. For information on the Classic Agent console please refer to How to filter cases by interaction subj...

System Status

Agent Desktop

    Support Centers

      Case Channels

        Other Services

          More Info

          Business Insights

            Background Services