R - Next Generation Agent Feature Set

Last Updated -

We are really excited to give customers access to the Next Generation Agent conosle! We have not yet released all of the Agent console features that you may be used to (e.g. replying to Twitter and Facebook cases - the full list of what is done and what is not can be found below). But since we release new code every day, new features can appear at anytime. To help you keep up to date with our progress and what is on the near horizon, we’ve created this tracking page to quickly show you:
 

 

Newly Released Items

We will post new features to this section regularly. 

Active Case Routing
Automatically feed cases directly to your agents using Desk.com's advanced routing logic to get eyeballs on the most important cases as fast as possible.

Delete Case
It could be spam or a just duplicate, but every once in a while you encounter a case that really can be deleted. We're adding it back very soon.

Create a New Customer
When you are creating a new case, especially for new phone cases, the customer isn't always in there yet. Add your new customers in the New Agent console soon!

Facebook Channel Support
Your customers post on your Facebook page. Read, Like and respond in the new Desk.com!

Q&A Channel Support
It's one of the main benefits of your community support portal! Moderate and answer questions from the community, and specify the best answer!

Twitter Channel Support
Tweeting, re-tweeting, direct-messaging, following and unfollowing: all your favorite stuff from the little blue bird. 

Forward Case by Email
We use this feature all of the time to keep others in the loop or to get help on resolving an issue. And we know many of our customers use this too.

Integration URLs
Many of our customers depend on this to quick-link into their own systems.

Customize Your Columns in Filter Case Lists
Choose the columns you want to see and drag & drop them into the sequence you want them to appear!

 

Features Coming Soon

Here is a list of features that we are currently working on and that we expect to release soon. 

Search & Browse Your Knowledge Base
Find that perfect article and drop the article text or a hyperlink to it right into the reply box.

The Chat Channel
Real time conversations with your customers directly from your support center or anywhere else you embed your chat widget.

Undo Send Reply
Oops! You didn't mean to send that reply just yet? No problem. Soon, the Next Generation Agent console will give you a few seconds to change your mind after hitting the send button.

 

Current State of the Product

 

Feature

General

Email

Phone

Twitter

Facebook

Chat

Q&A

Open & lock case

n/a

 

Open case in read-only mode

n/a

Reply to the case

n/a

 

Create a new case

n/a

 

Leave a note on a case

n/a

 

Add attachments to case

n/a

n/a      

Apply a macro in the response

n/a

 

Inline macros (##macro_name…)

n/a

 

Edit Customer info

n/a

 

Edit Company info

n/a

 

Bulk Open Cases

n/a

 

Bulk Update Cases

n/a

 

Bulk Reply

n/a

 

Bulk Delete Cases

n/a

 

 

 

 

 

 

View Custom Case fields

n/a

View Custom Customer fields

n/a

View Custom Company fields

n/a

Edit Custom Case fields

n/a

 

Edit Custom Customer fields

n/a

 

Edit Custom Company fields

n/a

 

Case template customization

             

Customer template customization

             

Company template customization

             

Search

           

Advanced Search

           

Search the Knowledge Base

             

Browse the Knowledge Base

             

Customize Columns in Filters

           

Sort Columns in Filters

           

Gamification (Awards)

             

Case Routing