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New! Monitor Support Across an Entire Company (or Account) for More Efficient...
With this release, you can now use Desk.com to view support history across an entire company. Support agents at business-to-business (B2B) companies often need to easily identify cases and customers...
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Improvements to Search, Bulk Editing, and More
With this release, we continue on our mission to give customers a faster, more efficient Desk.com experience. Say Goodbye to Geek Speak for Searches! We heard from customers that they didn’t want to...
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Open a Case Directly from Locked or Read-Only Status
With this release, we’ve added a product enhancement to improve the Agent experience when they are trying to take action on a case that is unavailable (in a read-only or locked state). The low-down...
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New Feature! Coordinate Business Rules with Your Business Hours
With today’s release, you can now easily set Business Rules to run in relation to your organization’s business hours settings in Desk.com. This means that you will be able to send acknowledgements,...
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“Quick-Start” Tour Gives New Desk.com Agents a Running Start
When you add a new Desk.com Agent to your support team, you want their first experience to be positive and successful. That’s why we’ve introduced a new “Quick-Start” Tour feature to the Agent view....
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New and Improved! Create Up to 25 Custom Fields for Your Cases, Customers,...
In Desk.com you now have up to 25 custom fields (up from 10!) for each Customer, Case, and Company. Yes, you heard right—25! As of today’s release, you are only limited by your...
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Customer Support Gets a Dose of Fun: Achievements Provide Playful...
A Holiday Gift to Customers Today we are releasing a new Achievements feature—a holiday gift to all Desk.com customers. We looked at popular social apps like Foursquare that use achievement-based...
View ArticleOut with the Old, in with the New: Browser Support Changes Ahead
As another year begins, our product and development team is looking forward to helping you make the most of your experience with Desk.com. Traditionally, a new year is always a great time to say “out...
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New Feature! Introducing Filter-Based Routing!
With our latest release, we’ve enhanced the Case Routing feature to allow Case Routing by Filter in Desk.com. Routing enables the system to automatically deliver new cases to Agents in Desk.com based...
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Attn Ecommerce Customers: New Shopping Cart Integration with Lexity!
At Desk.com, we’re always looking for ways to add value for our customers. One of the best ways we do this is by listening to what you say about our products and services. So when you ask for a new...
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Case Deletion is here!
You’ve been asking for it, and it’s finally here! With our latest product release, we’ve added the ability to permanently delete cases from your system! Get rid of spam, delete those test cases, and...
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Announcing New and Improved Twitter Search!
Today, Twitter switched over to a new version of their API – and Desk.com is taking advantage of this change to improve the way we search Twitter to create cases from search results. The new search...
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Find what you’re looking for faster with Quick 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 Agent Desktop! You no longer...
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All-in-One Support Delivered! Introducing Facebook Moderation
Desk.com strives to be the all-in-one application for all your customer support needs – and we’ve added another feature to make your social support even easier! We’ve always supported your Facebook...
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New! Provide Even Better Social Support with Facebook Private Messaging
You’ve been asking for it, and it’s finally here! With our latest product release, we’ve added Facebook Private Messages as cases in Desk.com! Now, in addition to having public conversations with your...
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Give Customers Case Visibility with Private Portal!
Want your customers to know the status of cases they’ve sent you? How about having one place where they can go to review questions they, or anyone else in their company, have sent to your support team?...
View ArticleIntroducing the Desk.com API V2!
We’re excited to announce our new Desk.com API v2! With over 1,500 developers using our API, we’ve incorporated your feedback and updated our interface to make it more in-line with the most commonly...
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Cool New Features for Easier Reporting!
We know how important your data is to you – the better your data, the better decisions you can make about your business. Providing our customers with better reporting that helps you identify...
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Macros Just got Even Better!
A a customer requesting support, you want an answer as fast as possible. So, when providing customer support, you want to be able to respond to cases in the most efficient way possible. The answer...
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New! Notification Template Design
There’s lots of awesome, exciting stuff coming up in the Desk.com pipeline – and we want to let you know about each piece as it comes out! Our latest release includes a beautiful new layout of the...
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