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

Agent Desk

Build macros & reply templates

Bundle reply text, tags, status changes, and assignments into one click.

10 min Beginner Supervisor, Knowledge Lead Updated Sep 1, 2025
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Overview

Bundle reply text, tags, status changes, and assignments into one click.

Prerequisites

None.

Permissions required

macros:write

Downloads & Templates

Macro library starter

Template

Steps (3)

Estimated: 10 min
  1. 1

    Create a macro

    Supervisor 5 min Back to top

    Settings → Macros → **New**. Add subject/body, choose public/private, and attach actions (tags, status, assign).

    Tips

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    Validation

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    Success criteria

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  2. 2

    Insert variables

    Supervisor 3 min Back to top

    Use variables like {{contact.first_name}} or {{order.id}}. Preview on a sample ticket.

    Tips

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    Validation

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    Success criteria

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  3. 3

    Publish & measure

    Supervisor 2 min Back to top

    Publish to team and track usage in Macro Analytics.

    Tips

    —

    Validation

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    Success criteria

    • Agents can apply the macro and it performs all attached actions.

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.