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Nikolai Filipov

Guys, what does System user do in Desk Cloud? What email address should be set for it? How to avoid any NEW cases being assigned to System? IF no way to avoid that, what email address should we be setting to that System user? Such as our short, usual techsupport email address, OR one of those long, mumbo-jumbo extremely long email addresses Desk Cloud uses? Please can you guys help. More

10 days ago · 1 comments · 0 likes

Barbara Tassa

It's hard to believe but in less than 10 days (at time of writing this post), will be turned off forever! That's 9am PST on March 13, 2020. If you need some last minute assistance, remember that we will have Office Hours daily through Thursday March 12 and you can find recordings of the Masterclasses in our Desk support center. Office Hours: All-In-One Masterclass: If you need specific help, please email More

27 days ago · 0 comments · 1 likes

Barbara Tassa

Did you know that in February we have 21 live sessions to help you make the move from Desk to Service Cloud? See them all here! ***New this month!*** An All-in-One Masterclass to help you get from start to finish in one go. This 2-hour session covers: - Migrating data with the Data Migration Wizard - Configuring Rules, Macros, and Quick Text - Service Console Walkthrough - Going Live Don't delay - sign up now to get your team moved over well before the product end date! Remember, on March 13, 2020, will be turned off forever! More

1 month ago · 0 comments · 1 likes

Zinovo Zinovo

Is Case ID not part of the migration? I want to keep the Case ID for historical purposes. Is that not an option? Or is there another unique identifier on the Case that I can pass from Desk to Salesforce? More

1 month ago · 4 comments · 0 likes

Ellen Scully

We recently completed a migration, but did not use the migration tool. The migration tool is great, however, it did not allow us to write back to the audit fields so that we could maintain analytic integrity. We ended up receiving the files from the support team (thank you for your quick responses!) and used data loader to load the records. It took a little longer, but now the client can run reports with the correct age, create date, closed date, etc., without having to account for custom fields to hold that information. More

1 month ago · 0 comments · 3 likes