Desk.com Feature Tour | Case Management: Prioritize and Assign Customer Service Issues

Case Management

Track every customer in an airtight system.

Desk.com’s Case Management is the engine of your support system. Stay on top of your support by tracking the owner, priority and status of every customer interaction. Create business rules to automate your workflow. Use case filters to focus on what's important. Wow your customers while Desk.com does the hard work of keeping everything organized.

Ticket Management

No more sticky notes.

Desk.com collects incoming and outgoing customer conversations and turns them into cases or "tickets" — neatly organized in your universal inbox. Spend your time taking care of customers, not sorting through multiple inboxes.

With case management, Desk.com makes sure you have all the info you need to please your customers at every turn. Stay organized and prioritized, and never let anyone fall through the cracks.

Case Filters

View your work — your way.

Filter cases any way you choose — directly in your universal inbox. See cases assigned just to you. See the cases that have not been resolved. Even see all the VIP customers that haven't gotten a response in more than two hours.

Create as many filters as your team needs and make them available to individual agents or groups of agents. Use filters to organize your service and create work "queues" for different teams or specialities. Default filters include: "All Cases," "Pending Cases," "Completed Cases," and "Today's Work."

Case Status

Staying organized is an "open and shut" case.

Desk.com tracks the status of every case so nothing gets lost. "Open" means somebody is working on it. "Pending" cases are awaiting a customer response. "Resolved" cases are considered complete and solved by an agent. And so on. This tried-and-true system is a foolproof way of tracking and measuring your customer service.

Business Rules

Automate support.

Create business rules to speed up and gain greater control of your customer support. Whether the rules are simple — like automatically assigning certain types of cases to a particular agent — or complex — like b'ccing your CEO on VIP cases — Desk.com makes it easy.

Business rules automate how Desk.com treats cases and moves them toward resolution. Use business rules to set a case's status, change who it's assigned to, alter its priority and much more.

Customer Profiles

Know all there is to know about your customers.

Desk.com makes it incredibly easy to track details about your individual customers as well as groups of customers at a particular company — incredibly useful in B2B environments. See contact and company info, view Twitter and Facebook accounts, even show live data from Salesforce or your own back-end systems.

Macros

Speed through cases with smart shortcuts.

Rely on macros to issue a standard response that you use over and over—or to perform several actions at once. Macros make agents more productive.

Labels and Custom Fields

Categorize your cases and add custom information.

Categorize all your cases with labels for easy sorting and reporting. Use custom fields to add information unique to your business such as customer ID or product purchases. Use labels and custom fields in business rules, case filters, macros and even reporting.

Bulk Updating

Need to update many items at once. Go for it.

Desk.com is all about making your life easier, smoother, and faster. Our bulk-update feature does just that. If you want to change the status or owner of many cases at once, select them, make your change and voila.

Case History

See a history of your customer's prior interactions.

No customer likes to explain themselves twice. And no agent likes to be in the dark about a customer's history. With a click of a button, agents can view a customer's past interactions. Customers feel heard. And your agents will have a leg up on making their customer's day.