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The Agent Desktop

Search Operators

This is a thorough list of all supported search operators you can use when searching for cases and customers. For example, searching for created:week will look for all cases created in the past week. Supported Fields .searchtable td { border: solid 1px #000; padding: 5px; } Search Operator Result customer: or name: Search for cases by customer full name firstname: Search for cases b... Read more »

Creating and Using Labels

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article available. See Labels Overview. You can use labels in Desk.com to categorize cases, organize macro shortcuts into folders, and to trigger business rules. A label is a tag that you manage in your Desk.com Admin or create from the Classic Agent console. Managing Labels ... Read more »

Using the Visual Advanced Search

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search. Using the Advanced Search Visual Tool Sometimes performing complex searches can get messy. For easy, understandable advanced searching without getting tangled in syntax, you can use the advanced search visual tool. To use it, click the expand arrow o... Read more »

How to View Cases Based on Date Created

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article available. See View Cases Based on Date Created. By default, cases in your Classic Agent Console appear in a descending list based on when they were last updated. If you’d like to view cases based on when they were created, you can set your sorting manually while in the Classic ... Read more »

Find what you're looking for faster with Quick Search

Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search. We’ve just made it easier than ever to search for case information! With our new Quick Search feature, you can now search for what you’re looking for from anywhere in the Classic Agent console. You no longer have to click on the search tab to be abl... Read more »