How can requests enter Agent Desk?

Requests can be created by staff, customer portals, trusted workspace applications, public intake forms, APIs, Handler/RCP calls, Bridge v2 connections, events, and configured inbound providers. Agent Desk normalizes them into governed case and conversation state.

How does Agent Desk connect to other applications and providers?

Agent Desk uses capability-based integrations. Administrators can configure providers for case ingress, customer communication, requester identity, context resolution, service actions, AI, internal work, collaboration, files, automation, notifications, history, analytics, reporting, audit, and enterprise identity.

How are cases routed to agents?

Queues, skills, queue eligibility, presence, capacity, assignment strategies, routing rules, predictive factors, priorities, and manual or automatic assignment are managed inside Agent Desk.

Can customers follow their own support cases?

Yes. Agent Desk exposes customer-scoped operations for intake options, overview, case creation, case lists and details, messages, replies, actions, attachments, timeline, resolution, reopening, and CSAT.

How does Agent Desk work with business data owned by another application?

Cases store governed context references and source provenance. Context resolver providers can return current entity state, relationships, timeline, presentation, permissions, and available service actions, while source-authorized actions execute against the authoritative application.

Agent Desk — Cases, Conversations, Routing, SLAs & Service Operations

Name: Agent Desk
Price: 292.12 USD
Availability: InStock

About this app

Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context,…

Updated on

Aug 23, 2026

Communication Messaging

Data safety

Stores service cases, conversations, requester records, context references, attachments and file metadata, routing and assignment state, SLA state, problem and incident records, agent operational data, knowledge/quality/workforce records, reports, integration metadata, and governed audit history.

Data shared with third parties

Encryption at rest: Platform-managed application storage with protected secret storage for credentials and sensitive configuration. · Encryption in transit: Trusted Velaxe transports for workspace calls and TLS-protected HTTP transports for configured network endpoints. · Role-based access control · Least-privilege access

You can request that data be deleted

Hero

Agent Desk case workspace with queues, SLA state, conversation, requester context, and case timeline

Marketing

Agent Desk routing, capacity, SLA, and service-operations configuration

Trailer

What’s new

Initial release · Aug 23, 2026

Proof

7 Case studies · Security & performance highlights

Integrations

9 integrations available

Guides

12 guides available

Use cases

12 use cases available

Comparisons

4 competitor pages