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

Agent Desk

Collect CSAT after resolution

Send email/SMS CSAT surveys on close and view results in analytics.

9 min Beginner Supervisor, Ops Analyst Updated Sep 1, 2025
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Overview

Send email/SMS CSAT surveys on close and view results in analytics.

Prerequisites

None.

Permissions required

surveys:write

Steps (3)

Estimated: 9 min
  1. 1

    Enable survey trigger

    Supervisor 3 min Back to top

    Settings → Surveys → **CSAT**. Trigger = on ticket resolved; channels = email/SMS.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Customize copy & branding

    Supervisor 3 min Back to top

    Edit subject, message, and thank‑you page; add brand logo.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Review results

    Ops Analyst 3 min Back to top

    Open Analytics → CSAT to see response rate, score by queue/agent, and comments.

    Tips

    —

    Validation

    —

    Success criteria

    • CSAT responses appear with linked tickets and agents.

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.