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

Agent Desk

Migrate tickets & users from Zendesk

Connect Zendesk, map fields, dry‑run imports, and cut over with minimal downtime.

35 min Advanced Admin, IT Updated Sep 1, 2025
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Overview

Connect Zendesk, map fields, dry‑run imports, and cut over with minimal downtime.

Prerequisites

  • Zendesk admin and API token or OAuth

Permissions required

imports:write fields:write

Downloads & Templates

Field mapping sheet

Template

Steps (4)

Estimated: 35 min
  1. 1

    Connect Zendesk

    Admin 6 min Back to top

    Settings → Integrations → Zendesk. Enter subdomain and credentials; verify scopes.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Map fields

    Admin 10 min Back to top

    Map Zendesk system/custom fields to Agent Desk fields; create missing fields as needed.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Dry‑run & validate

    Admin 9 min Back to top

    Import a small batch; verify ticket counts, comments, attachments (via SecureStore links).

    Tips

    —

    Validation

    —

    Success criteria

    —

  4. 4

    Cutover

    IT 10 min Back to top

    Schedule downtime window; switch inbound channels to Agent Desk; run final import.

    Tips

    —

    Validation

    —

    Success criteria

    • Parity on counts; agents working new tickets in Agent Desk.

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.