Desk

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 have a degree in Computer Science in order to conduct an advanced search! Now you can perform advanced searches by simply filling out a form instead of having to know how to construct a complicated search.

When a simple search is not enough, open the Advanced Search Form by clicking the expand arrow:

From here, you can search using all of the same parameters possible using syntax, like channels, labels, case status, etc. The difference is that the visual input gives you an easy way to perform complicated searches.

The Visual Advanced Search is a simple way to conduct searches, but you can still use advanced search syntax in the search window. Learn more about Using the Visual Advanced Search in our Support Center.

Select Bulk Editing Cases with a Checkbox

Bulk editing is a way for agents to work very quickly on a lot of cases at once in the universal inbox. In the past, it was awkward to select multiple cases. Now we’ve made it easier to select cases using familiar checkboxes. Checking the box next to one or more of the cases will open the Bulk Editor at the bottom of the window. Click anywhere else on the case and it will open the case.

Improvements in Resiliency, Languages, and Speed

We’ve made a lot of small but important changes to behind-the-scenes functionality:

• We’ve made the Agent experience a bit faster—see if you can tell!
• We’ve added resilience to our systems. For instance, we’ve made it possible for you to continue to create cases even when our backend systems are recovering from an interruption.
• We’ve added two more language regions (Singapore and Hong Kong English), bringing our total from 39  up to 41.

You can read more about this release . We welcome feedback. Let us know what you think!