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

Agent Desk

Automate tickets with FlowForge

Create no‑code workflows for routing, tagging, escalations, and webhooks.

18 min Intermediate Supervisor, Admin Updated Sep 1, 2025
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FlowForge canvas
Drag‑and‑drop automation

Overview

Create no‑code workflows for routing, tagging, escalations, and webhooks.

Prerequisites

None.

Permissions required

automations:write

Steps (3)

Estimated: 18 min
  1. 1

    Create a workflow

    Admin 6 min Back to top

    Automation → **New**. Trigger = ticket.created. Add conditions (channel, sentiment).

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Add actions

    Admin 6 min Back to top

    Actions: set priority, assign to queue, send Slack notice, call webhook (ERP).

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Test & publish

    Admin 6 min Back to top

    Run with a sandbox ticket; check execution logs; publish to production.

    Tips

    —

    Validation

    —

    Success criteria

    • New tickets follow the automated path with logs visible.

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.