Agent Videos
video:: Next Gen Case Merge
Learn how to use Case Merge in the Next Gen Agent Console. To view a text version of this guide, please click here. Visit the Desk Video Support page for more great video content.
video::Creating Labels In Desk.com
Using labels is a great way to differentiate and filter cases in Desk.com. They can also be used to generate Macros or trigger Business Rules.
video:: Overview of the Classic Agent Console
This video gives an overview of the Desk.com Agent and explains how to respond to customers. More info: Getting to know the Case Management Tab The lifecycle of a Case Using case fi...
video:: Overview of Split Cases-Classic Agent
Desk.com offers the ability to "split" a Case into multiple Cases, allowing for better Agent collaboration and refined reporting. Learn more about organizing cases with Desk.com's split feature. ...
video:: iOS App
The Desk.com iOS mobile app is available in the iTunes App Store and uses our Next Generation Agent UI. See more information about the iOS app. Visit the Desk Video Support page for more great vid...
video::Creating Custom Fields for the Next Gen Agent Console in Desk.com
Overview In this video, you'll learn how to create a specific type of Custom Field, a Case Category Field, which enables agents to capture and categorize information about customer cases.
