Help centre / Desk / Settings
Choose the outcomes your team records
Outcomes are the choices your team has when deciding on a document. Desk starts you with four: Accept, Ask for a new signature, Reject and Escalate to manager.
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Open Outcomes
Go to Settings, then Outcomes.
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Name each outcome
Change the Name to the words your team uses, like “Signature confirmed”.
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Choose what it does
Under Then, pick whether it closes the document as accepted, closes it as rejected, waits on the customer, or passes it to your super admin.
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Decide when a note is needed
Under Note, choose Never, Optional, When a check needs a look or Always. Pick a Colour too, so outcomes are easy to tell apart.
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Add and arrange them
Press Add an outcome for a new one, use the arrows to change the order and the cross to remove one. Their order sets the number key each one has in the queue.
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Save
Press Save changes, or Cancel to go back to how they were.
If something goes wrong
Desk won’t let you remove an outcome. You need to keep at least one outcome that closes a document as accepted. Add or change another one to do that first, then remove the one you don’t want.
Add an outcome is greyed out. You can have up to 12 outcomes. Remove one you rarely use, then add the new one.
Still stuck? Write to [email protected] and we'll get back to you.