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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...
View ArticleKnee Walker Central Gives Customer Service a Leg Up
Life-Changing Mobility: An Alternative to Clumsy Crutches The business of Knee Walker Central is giving increased mobility to people who have foot or ankle injuries that would normally require the use...
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Keep Ahead of the Holiday Hubbub: 5 Hot Tips for Etailers
For ecommerce companies, the holidays are critically important—often make-or-break important for the bottom line. This year, ecommerce sales are expected to make up one quarter of all online sales for...
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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...
View Article5 Activities that Take Customer Service Up a Notch
Double Up: Be Fast AND Accurate It’s great to respond quickly to customer issues, of course, but Fast AND Accurate is really the unbeatable combination. There’s nothing like talking to a support person...
View Article5 Ways to Retain Customers and Grow Your Customer Base
Be Relentless About Superior Support Support doesn’t mean just responding to customer queries and problems any longer, it’s about the relationship with the customer as a partner. Your customer base is...
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Customer Service 101: Basic Resources
As the last post this week reflecting the National Customer Service Week emphasis on service and support, we present this basic primer to help small businesses and startups take the first steps to...
View ArticleDesk.com: What We Did This Summer!
We’ve Launched Three Four New Desk.com Initiatives This Summer! It’s very satisfying to look back over our summer activities and see that a lot of our time went into something so productive — keeping...
View ArticleWorkforce Skills of the Future: #1 – Time Management & Triage
As the workforce continues to evolve in order to deliver world-class customer service and support to the social customer, it will be important to have 21st century skills to meet the expectations and...
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