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

Agent Desk

Create your first queue & route tickets

Set up a queue, routing rules, and assignment policies so tickets land with the right team.

12 min Beginner Support Admin, Supervisor Updated Sep 1, 2025
View App All Guides

Overview

Set up a queue, routing rules, and assignment policies so tickets land with the right team.

Prerequisites

  • Admin role in Agent Desk

Permissions required

queues:write routing:configure

Steps (4)

Estimated: 12 min
  1. 1

    Create a queue

    Admin 3 min Back to top

    Go to Settings → Queues → **New**. Name it (e.g., "General Support"), choose visibility (team/private).

    Tips

    —

    Validation

    • Queue appears in the left nav with 0 open tickets.

    Success criteria

    —

  2. 2

    Add routing rules

    Supervisor 4 min Back to top

    Open the queue → Routing. Add conditions (channel, language, priority, tags) and a target (team/agent).

    Tips

    • Start with channel + language, then layer sentiment or VIP tags later.

    Validation

    —

    Success criteria

    —

  3. 3

    Set assignment policy

    Supervisor 3 min Back to top

    Choose round‑robin or skills-based with concurrency caps. Enable sticky assignment if desired.

    Tips

    —

    Validation

    —

    Success criteria

    • New tickets meeting rules are auto-assigned to eligible agents.
  4. 4

    Test end‑to‑end

    Admin 2 min Back to top

    Create a sample ticket (or convert a LiveConnect chat) and confirm it routes to the new queue.

    Tips

    —

    Validation

    —

    Success criteria

    —

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.