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

Agent Desk

Bulk update tickets safely

Filter a set, preview changes, and apply bulk status/tags/assignee updates.

8 min Beginner Supervisor, Senior Agent Updated Sep 1, 2025
View App All Guides

Overview

Filter a set, preview changes, and apply bulk status/tags/assignee updates.

Prerequisites

None.

Permissions required

tickets:bulk_update

Steps (3)

Estimated: 8 min
  1. 1

    Build a filter

    Supervisor 3 min Back to top

    Queue → Filters: status, tag, SLA state, channel, assignee. Save as a view for reuse.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Preview & select actions

    Supervisor 3 min Back to top

    Click **Bulk actions**. Choose status change, tag add/remove, assignee update, or macro.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Apply & monitor

    Supervisor 2 min Back to top

    Apply the batch and watch progress in the activity drawer; undo is available for tag changes.

    Tips

    —

    Validation

    —

    Success criteria

    • All targeted tickets reflect the chosen updates without SLA regressions.

About this guide

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.