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

Agent Desk

Configure SLA policies (FRT, NRT, TTR)

Define multi‑clock SLAs by priority and channel; pause on "waiting on customer".

15 min Intermediate Support Admin, Supervisor Updated Sep 1, 2025
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Overview

Define multi‑clock SLAs by priority and channel; pause on "waiting on customer".

Prerequisites

  • Business hours & holidays defined

Permissions required

sla:write queues:write

Downloads & Templates

Sample SLA matrix CSV

Spec

Steps (3)

Estimated: 15 min
  1. 1

    Open SLA policies

    Admin 5 min Back to top

    Settings → SLAs → **New policy**. Pick a queue and set FRT/NRT/TTR targets by priority and channel.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Define pause/resume states

    Supervisor 4 min Back to top

    Enable pause when status = "Waiting on customer"; resume when customer replies.

    Tips

    • Use stricter clocks for paid tiers or VIP tags.

    Validation

    —

    Success criteria

    —

  3. 3

    Add breach actions

    Supervisor 4 min Back to top

    Attach FlowForge actions (escalate, notify Slack, increase priority) on warning/breach.

    Tips

    —

    Validation

    —

    Success criteria

    • Tickets show SLA timers and emit warnings before breach.

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.