Getting Started With Desk.com

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2 Getting Started With Desk.com Hi and welcome to Desk.com! If this is your first time using Desk.com, here s a great way to start. We ll walk you through the essential first steps so your team can work efficiently and productively in the system. Table of Contents The Agent Desktop: Manage Your Customer Conversations 1. What s the Agent Dashboard? 2. How to login to the Agent Dashboard 3. Opening your First Desk.com Case 4. Replying to a Customer and Updating a Case The Admin Panel: Connect Your Customers to Your Team 1. What s the Admin Panel? 2. How to login to the Admin Panel 3. Set Up to Desk.com 4. Set Up Twitter to Desk.com 5. Set Up Facebook to Desk.com 6. Set Up Your Support Team (Users and Groups) If you re unclear about anything in this quick guide, be sure to check out support.desk.com to learn more. You can also get in touch with the team at support@desk.com. We are here to help you with whatever questions you may have. Alex Hisaka is a Content Marketer at Desk.com Follow her on Twitter

3 Agent Desktop: Manage Your Customer Conversations The Agent Desktop is where you ll be responding to all of your customer questions and inquiries. Desk.com collects all of your incoming and outgoing customer conversations and turns then into cases. Your team can easily stay on top of your support by tracking the owner, priority and status of every customer interaction. Desk.com tracks the status of every case so nothing gets lost: New means no one is working on it Open means somebody is working on it Pending cases are awaiting a customer response Resolved cases are considered complete and solved by an agent Closed cases are closed by default after two weeks and cannot be modified How to login to the Agent Desktop 1. Go to (yoursite is the name of the Desk.com site you created). 2. Enter the and password you used to sign up for Desk.com. 3: Once logged in, you ll be automatically taken to the Agent Desktop.

4 Agent Desktop: Manage Your Customer Conversations Opening your first case We re going to go through the basic support process for handling a case. Let s get started by opening the Welcome to Desk.com from Desk.com CEO Alex Bard. (The message has an envelope icon.) Click on the Welcome to Desk.com subject link to open this case. Each case has an icon to the left of the customer name. These icons tell you at a glance which channel the case belongs to. In this case, the customer case is an case. This is what it looks like when you open your case. The customer case (the message from Alex Bard) is displayed on the right. The customer case is always displayed on the right. Case information is always on the left.

5 Agent Desktop: Manage Your Customer Conversations TO WOW, you must: On the left is the information you need for handling the case (shown below). Agents can view and add information to the case so they know all there is to know about the customer. Below is a quick rundown of what each field is and what it does. In Desk.com there are five case status (see above). Group assigned to the case (In this case the Group is Marketing ) Add a Label for easy sorting and reporting The Direct Case Link allows agents to send a case to other Desk.com users This will display if there are other open cases for this customer Subject of the case Priority (1 low to 10 high) Agent within the Group assigned to the case Agents can add Attachments to responses Timeline of actions taken on this case

6 Agent Desktop: Manage Your Customer Conversations Replying to a customer and updating a case 1. At the bottom of the Welcome to Desk.com case you will see a text field at the bottom. This is where you reply to a customer case. Note - you will not be able to actually send the reply until you setup your channel within he Admin Panel. We ll do that in a later step. There are two ways to handle a case after you type your reply: This updates the case, and sets the case status as Open for additional work. This updates the caseand sets the case status as Resolved and closes the case. 2. Click Update & Resolve to set the case status as resolved and close the case. Congratulations! You have successfully navigated Desk.com s Agent Desktop by logging in, opening a case, replying to a customer, and updating a case. Now let s move on to the next section: The Admin Panel.

7 The Admin Panel: Connect Your Customers To Your Team If you are already in the Agent Desktop, you get to the Admin Panel by clicking on the down arrow next to the word Agent at the top left of the screen. From the drop-down, choose Admin. Setup your to Desk.com Connect your mailbox to Desk.com to start send and receive s to your customers without ever leaving Desk.com. At the top of the Admin Panel, you will see several choices: 1. Click Dashboard. 2. Click Set Up a Mailbox from the left sidebar. 3. Click Add Mailbox.

8 The Admin Panel: Connect Your Customers To Your Team 4. Follow the instructions in the form by entering: Name: Naming your different mailboxes helps you be organized and lets you distinguish different s to the inbox they belong to (example: support, sales, partners, and everything else your company gets involved with). This is the support for your business (the where your customers will send support requests). Password: This is the password you use to access the account. Be sure to fill out all three fields with your mailbox name and credentials. 5. Click Continue. 6. Click I m Done and your mailbox is now connected to Desk.com and ready to bring in support requests. PROTIP: Check out this video to watch how to connect your Desk.com Inbox!

9 The Admin Panel: Connect Your Customers To Your Team Set up Twitter to work with Desk.com Add your Twitter Account to Desk.com to start supporting your customers without ever leaving Desk.com. 1. Go to the Channels tab and click Twitter in the left column, then click Add Twitter Account. 2. Authorize the connection (click Authorize app) and you ll be brought back to Desk.com. 3. Click Add Twitter Account. To start creating cases from Tweets, turn on your Twitter account with the On/Off toggle switch. PROTIP: Also. check out this video to watch how to connect Twitter to Desk.com!

10 The Admin Panel: Connect Your Customers To Your Team Set up Facebook to work with Desk.com Add your Facebook Account to Desk.com to start supporting your customers without ever leaving Desk.com. 1. Go to the Channels tab and click Facebook in the left column, then click Add Facebook Account. 2. Authorize the connection (click Authorize app) and you ll be brought back to Desk.com. (Note: you can choose to import old Facebook posts or start fresh.) 3. Click Add Facebook Account. To start creating cases from Facebook posts, turn on your Facebook account with the On/Off toggle switch.

11 The Admin Panel: Connect Your Customers To Your Team Set up your support team Get more from Desk.com by adding more Users (Agents) to your support site. 1. At the top of the Admin Panel, click Team. 2. Click Add User. Fill in the form to add a new user with Name, , Status, and Access Level.

12 The Admin Panel: Connect Your Customers To Your Team 3 (optional). To create a Group of Users (Agents) within the support organization, click Groups and then click Add Group. 4 (optional). Give the Team a name, then add Members by selecting them from the Users that have been listed. Once you select the Members, click Add at the bottom of the window. Select the users you would like to add to the group Enter the name of the group Congratulations! You ve now learned the basics about Desk.com and can get started right away. If you want to take Desk.com to the next level, check out our other guide The Case Management System: The Engine of Your Support System where you can learn how to manage all of your support requests.

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