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

Agent Desk

Create custom fields & intake forms

Capture structured data with conditional forms bound to ticket fields.

14 min Intermediate Admin, Process Owner Updated Sep 1, 2025
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Overview

Capture structured data with conditional forms bound to ticket fields.

Prerequisites

None.

Permissions required

fields:write forms:write

Downloads & Templates

Field schema JSON

Spec

Steps (3)

Estimated: 14 min
  1. 1

    Add fields

    Admin 5 min Back to top

    Settings → Fields → **New**. Choose type (text, enum, number, date, JSON) and visibility.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Create form

    Process Owner 6 min Back to top

    Settings → Forms → **New**. Add your fields; set conditional logic and defaults.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Bind to queues

    Admin 3 min Back to top

    Attach the form to selected queues or ticket types so agents see it in the sidebar.

    Tips

    —

    Validation

    —

    Success criteria

    • Submitted form values populate ticket fields and analytics.

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.