Process all of your customer support requests, prioritize and assign them based on rules you set. You can be confident that every customer service issue is fully tracked—and that no case will fall through the cracks.
Case Filters
Easily group and organize all of your cases, so that anybody on your team can participate in resolving a customer's problem easily and efficiently. Desk.com can display cases based on status, assigned agent or group, labels, priority, content, channel, or age.
Macros
Macros are shortcuts that help Agents speed through cases. Use macros to issue a standard response that is used over and over—or to perform several actions at once. For example, you might set up a macro to add a response, update a label, and set case status. Macros make Agents more productive.
Business Rules
One of the most powerful tools in Desk.com, business rules ensure that no issue falls through the cracks. Business rules establish the actions the system takes as cases enter the system. Use them to set the conditions for a case's status, who it's assigned to, its priority and much more.
Labels
Categorize all your cases, macros and content with labels. Labels offer Agents the ability to search for certain cases with a specific label in the Agent Desktop and lets you track and report on label usage.
Custom Fields
Create custom fields for your customer and case records to collect and store the data that's unique to your business. Creating custom fields is a breeze within Desk.com and can be used in combination with your existing business rules and case filters.
Team Collaboration
Include any number of employees in customer support. Company and team-wide collaboration improves the speed and quality of responses to the customer, raising productivity and lowering the cost of service.