Get to know Desk

With that much data on your customers, it'd be easy to get overwhelmed. Desk helps you cut through the clutter with an easy-to-read inbox. You can select multiple messages and file them or even reply to them all together, and you can open multiple conversations and switch between them from tabs in Desk. Then, you can use macros to send pre-written replies to common questions, filters to sort through your messages, and automation to file tickets or re-open cold cases automatically. Set it up for your team's workflow, and you'll be sure to always find the tickets you need and will never let anything important go missing.

Sometimes you'll need a bit more info to help you answer a customer's question. Desk will show info about your customers on its sidebar, and if you use Salesforce it can sync your support and CRM data so you'll see both in Salesforce and Desk. Reply to a support ticket, and you'll see the interaction in that contact's file in Salesforce—and if you need to call them, their phone number from Salesforce will show up in Desk.

Or, you can rely on your own help documentation to answer questions. There's a link on each support ticket page to your help documentation, which you can search through and copy without leaving your open conversations. You'll just write documentation one time for your public help desk, and that same content can help your support team solve customers' problems right from Desk.

Desk relies on Salesforce's reporting power to help you see how your team's performing as well. You'll get stats on your support volume, how many people are using your message board, the most common problems your customers are facing, and more. Dig into those stats regularly, and Desk can help you improve your business while it's also helping you improve your support performance.

If you're looking for a great way to support your customers via email, phone, live chat, forums and social networks, Desk is a great tool to try out. It's an especially great help desk choice if you already use Salesforce, thanks to its deep integration with Salesforce CRM and reporting.

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