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Next Generation Agent

Overview of Custom Fields for Case and Customer

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 Desk.com allows you...

Hide Messages in an Email Case

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 If you receive ...

Delete a Case

Note: This article references the Next Generation Agent console and not the Classic Agent console. Please refer to Deleting Cases for information on how to do this in the Classic Agent console En...

Reset an Agent's Password

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. Steps to Change Password E...

Enable Next Generation Agent

Steps Enable the Next Gen Agent User Interface in Admin > Settings > Site Settings > Enable New Agent You can enable it for just one agent, for a group of agents, or for your entire organ...

Change the Customer Associated with a Case

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. Desk.com email cases can be chang...

Next Gen Agent Case Merge

Overview Note: This article refers to a Next Gen Agent console feature. Go here to read the Classic Agent Case Merge knowledge article. Merging Cases is available only for Email Cases. Other Channe...

Advanced JIRA Search in the Next Gen Agent

Overview One you've installed JIRA, you'll immediately notice how JIRA in the Next Gen Agent supercharges the Desk.com agent experience. Another one of the powerful features you'll want to leverage...

Split Cases in the Next Gen Agent

Note: This article references the Split Cases feature in the Next Gen Agent. There is another article for Split Cases in the Classic Agent. Prerequisites The Split Cases setting needs to be t...

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