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The Agent Desktop

  • Using Twitter Search

    May 13, 2013 10:56AM PDT allows you to use Twitter searches to find potential cases that might not be direct replies in Twitter. You can use these searches for some of the following workflows: Identifying negative comments on Twitter Competitive research Finding mentions of your company or brand that are not "@ replies" or direct tweets; and general Keyword monitoring What Twitter Searc...

  • Search Operators

    Oct 20, 2013 06:20AM PDT

    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...

  • Creating and Using Labels

    Nov 04, 2013 11:55PM PST

    You can use labels in to categorize cases, organize macro shortcuts into folders, and to trigger business rules. A label is a tag that you manage in your Admin or create from the Agent Desktop. Managing Labels You can manage your labels by visiting your Admin at There, you can add a label by clicki...

  • Using the Visual Advanced Search

    Sep 16, 2013 10:19AM PDT

    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 on the search bar: From here, you can search using all of the same parameters possible using syntax, like channels, labels, case status, etc. The ...

  • How to View Cases Based on Date Created

    Jul 22, 2013 04:56PM PDT

    By default, cases in your Agent Desktop 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 Agent Desktop, or change the default view from your Admin Panel. Changing from the Agent Desktop When viewing cases in your Agent Desktop, simply click to change your sorting...

  • Find what you're looking for faster with Quick Search

    May 13, 2013 10:56AM PDT

    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 Agent Desktop! You no longer have to click on the search tab to be able to quickly and efficiently search for all the case information you're looking for. Quick Search gives you the convenience of searching from anywhe...