Velaxe
Agent Desk — Omnichannel Ticketing with SLAs, Automation & Analytics | Velaxe

Agent Desk

Agent Desk vs Intercom

Intercom is superb for proactive, product-led messaging and in-app support. Agent Desk is optimized for governed ticket operations across many channels, with strict SLAs, approvals, and deep operational analytics.

View App All Comparisons Explore approvals & retention controls

Who this comparison is for

Product companies that grew beyond messenger-only workflows Ops teams needing approvals, legal hold, and retention controls

Agent Desk highlights

  • Approvals (refund gates), legal hold, retention by channel
  • Chronicle + ProductCatalog context for order and SKU specifics

Intercom highlights

  • Best-in-class in-app messenger and proactive surface

Capability matrix

5 rows
Capability Agent Desk Intercom Notes
In-app messenger & product tours partial (via LiveConnect widget) Full Different emphasis
Ticket SLAs with multi-clock policies Full Partial Policy constructs differ
Approvals & audit (refund/legal hold) Native Partial —
Analytics (warehouse-grade) & QA scoring native (Lake + QA) Partial BI paths differ
Omnichannel (email/SMS/voice/social DMs) native (via connectors) Partial Messenger-first orientation
  • Teams often run Intercom for product messaging and Agent Desk for governed tickets; integrations available.

Total cost of ownership

If governed SLAs, approvals, and retention are key, Agent Desk can reduce admin/ops time versus stitching multiple tools. Intercom remains excellent for proactive in-app journeys.

Assumptions

  • Mixed inbound channels beyond app messenger

Migration plan

From Intercom · Keep messenger; route follow-ups into Agent Desk tickets

  1. 1

    Connect LiveConnect to ingest Intercom handoffs

  2. 2

    Map forms/attributes to Desk custom fields

  3. 3

    Enable AI summaries for long threads and set SLAs

Security

  • PII redaction and DLP send-blocking

Evidence & sources

Claim Value Source
Legal hold Place tickets on legal hold per policy product_docs

About Agent Desk

Agent Desk centralizes customer support across email, web chat, social DMs, SMS/WhatsApp, and voice follow-ups. Tickets carry full context — requester, history, channel, priority, and SLAs — so teams can route, collaborate, and resolve quickly.

Use AI for smart triage, reply drafting, and summaries. Automate repetitive tasks with macros and FlowForge triggers. Log files securely via SecureStore, send payment links via PayStream, open tasks in ActionDesk, and analyze performance in InsightLake.

Built for reliability and governance with RBAC, audit logs, retention controls, and enterprise SSO.

Explore approvals & retention controls