Desk.com is a single place to keep track of all your customers online correspondence (email, chats), social media conversation (twitter), and offline contacts (phone).

RECORD PHONE – In the upper right there is an New Case button, this is how you can add a new phone call or send an outbound message. (That’s what this is!)

COMPLETE HISTORY – Above the conversation, there is a link to view all the conversations from a particular customer.

ADD NOTES – Right above the reply box there is an 'Add Notes' button to create information to share with your co-workers.

Have more questions? Check out the article http://support.Desk.com/faq/topic/286