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

Agent Desk

Send payment links & process refunds

Collect payment securely and run approval‑gated refunds from the ticket.

13 min Intermediate Agent, Billing Supervisor Updated Sep 1, 2025
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Overview

Collect payment securely and run approval‑gated refunds from the ticket.

Prerequisites

  • PayStream connected; refund approvals configured

Permissions required

payments:write refunds:request

Steps (3)

Estimated: 13 min
  1. 1

    Send a payment link

    Agent 4 min Back to top

    From composer → **Payments** → enter amount → **Insert link**. Customer pays via PCI‑safe page.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Request a refund

    Agent 5 min Back to top

    Click **Refund** in the sidebar; fill reason and amount. Route to approver automatically.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Approve & notify

    Supervisor 4 min Back to top

    Approver clicks **Approve**; Desk posts outcome and updates ticket status.

    Tips

    —

    Validation

    —

    Success criteria

    • Payment/refund events appear in the timeline and InsightLake.

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.