Join the Conversation

A few of our 861 members


Hana Mandapat
Group leader

Recent Posts

Yvette Flores

Help! I am brand new to Desk.com and have no idea how to make a field required. I have Salesforce experience but I am baffled by Desk at the moment. Can someone offer some help or point me in the right direction. Details Custom field name is "Problem Type" Need to make the field required by support agents. Field is already required on website. Any ideas?? Thank you Yvette More

4 days ago · 4 comments · 1 likes

Gabriel McGinn

Is there a way to add custom columns to the NextGen Agent View? I've created a custom status and would like to have this viewable at a glance on the Desk Case Dashboard https://support.desk.com/customer/en/portal/articles/2098398-can-i-create-a-custom-case-status- More

11 days ago · 1 comments · 1 likes

Jerri Gillean

I have rule set up for when three fields custom fields are updated: Priority (this is different than the desk.com default), priority type, workstoppage to send an update notification anytime the case was updated. This was working properly, but I decided I wanted to send two different types of notifications: Initial notification (when the case is initially updated to that status) and Update notification (when the case is updated). I copied the rule and modified the original to: IF ( Case Priority is 1-Critical AND Case Priority Type is Production AND Case Work Stoppage is Yes AND Case Labels does not containProd Critical Workstoppage ) THEN Send Notification Email Prod Critical Work Stoppage Initial Notification AND Set Case LabelsProd Critical Workstoppage My update rule is: IF ( Case Priority is 1-Critical AND Case Priority Type is Production AND Case Work Stoppage is Yes AND Case Labels containsProd Critical Workstoppage ) THEN Send Notification Email Update Notification-Prod Critical Work Stoppage Now when I initially set the status I am getting each of the notifications. When I update the case I am only getting the 2nd (as expected). What do I need to change to not get the update rule when the agent initially sets the status. I thought setting and removing the tag would do it, but apparently not. I will be repeating this for 8 different status combinations. More

11 days ago · 1 comments · 1 likes

Jessica Frey

Recently upgraded to Service Cloud? Download our 'Guide to Macro Actions from Desk.com in Service Cloud' to prepare your org to utilize macros for agent productivity. The attached aims to help you define, prepare, and create macros like the ones you had out of the box with Desk.com. More

12 days ago · 0 comments · 4 likes

Garrett Miller

Quick question: When I perform a case export via search, I am given two columns; First Resolved At and Resolved At. I am just wondering what the difference between the two are. I couldn't find the answer anywhere on the knowledge base. Thanks! Garrett More

12 days ago · 1 comments · 1 likes