For Agents¶
If you take calls and work tickets rather than configuring them, this is the page for you.
Opening Desk Center¶
In UCP, click Desk Center in the sidebar.
It opens in a new tab and signs you in as yourself — nothing extra to type. Your phone stays registered in the UCP tab, so you can keep taking calls while you work a ticket in the other one.
Not in your sidebar?
Either the account does not have Desk Center, or you have not been given access to any board. Ask an administrator of your account.
Signing in and out of Desk Center on its own¶
Desk Center can also be opened directly, without UCP. It then asks for the account, your username and your password — the same details you use for UCP. If they are not accepted, the message deliberately does not say which of the three was wrong; check all of them. Where your deployment has it set up, Continue with Google does the same with your Google address and no password.
By default a session lasts for that tab: a reload keeps you signed in, a new tab asks again. Tick Remember me and it outlives the tab — which is what you want on your own machine and not on a shared one.
To end it, use the sign-out control at the right-hand end of the header. It is not there when Desk Center is embedded in UCP — that session belongs to UCP, so you sign out of UCP.
What you see¶
| Section | What it is |
|---|---|
| Boards | the work: columns to move items across |
| Contacts | the people and companies the work is about |
| Leads | contacts moving through a sales pipeline |
Writing down a lead¶
New lead on the Leads board asks for a name or a number — either on its own is enough — and the person appears in the pipeline's first column. The same button is there when the account has no pipeline yet: the first lead creates it.
You can also mark somebody a lead from Contacts, which does the same thing. Moving them along the pipeline is dragging their card from one column to the next.
You will not see the setup screens — workflows, fields, routing. Those belong to the account's administrators.
If several boards exist and you only see some, that is deliberate: a board you have not been given is not listed.
Saving the way you filter¶
A board filters by status, priority, type, customer, assignee, text, attention and the fields your account added — and it remembers each one between visits. What Views adds is keeping several named sets and moving between them in one click.
Views, in the row of filters above the board.
- Filter the board the way you want it, then Save this view… and give it a name. Mine, open and Waiting on customer are the kind of name that earns its place.
- Pick a saved view from the same menu to apply it. The filters below change to match, so you can always see what a view is doing and adjust it by hand.
- The trigger says the view you are in — View: Mine, open — and goes back to plain Views the moment the filters stop matching it, including when you clear them.
Two things worth knowing:
- They are yours. Nobody else sees your views and you do not see theirs. They follow you to another machine and another browser.
- They belong to one board. Mine, open means different columns on different boards, so each board has its own list.
A view filtered to you stays filtered to you
A view saved with Assignee: me is stored as you, not as your address — so it keeps meaning "mine" rather than naming a person.
Working an item¶
- Move it by dragging between columns, or from the item itself.
- Assign it to yourself or somebody else. Unassigned is a real state, not missing information.
- Comment. Notes are append-only: they are the record of what was said, so they are not rewritten afterwards.
- Mention somebody by name in a note and they are emailed, whatever else they have switched off.
- Attach a file — up to 20 MB each. Attaching one leaves a note saying so, so the history says when the evidence arrived.
- Block it when you are waiting on somebody, and say which: another user, or the customer. Blocked work waiting on the customer clears itself when they reply.
Finishing is not deleting
Work is closed or cancelled, never deleted. It leaves the board after the account's archive window and stays in the board's Archive, searchable.
When a call arrives¶
If your account has it configured, the caller's details and their open work appear before you answer, and the disposition you choose at the end of the call can file the work for you — one wrap-up, not two.
Your own email¶
Your name → Notifications
Choose which kinds of update you want emailed: work assigned to you, status changes, blocked work, new notes, and being mentioned.
Some may be unavailable: the account has switched them off for everybody, and that is not something you can override.