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

Agent Desk

Convert a LiveConnect chat into a ticket

Escalate a real‑time chat to a durable ticket with transcript and summary.

6 min Beginner Agent, Supervisor Updated Sep 1, 2025
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Overview

Escalate a real‑time chat to a durable ticket with transcript and summary.

Prerequisites

  • LiveConnect enabled in your workspace

Permissions required

tickets:create

Steps (3)

Estimated: 6 min
  1. 1

    Click “Create Ticket”

    Agent 2 min Back to top

    From the LiveConnect session, choose **Create ticket**. Confirm queue, priority, and assignee.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Review AI summary & fields

    Agent 2 min Back to top

    Edit the auto‑summary and ensure contact/account are correct; add tags as needed.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Notify customer

    Agent 2 min Back to top

    Send a confirmation message with ticket number; set status to "Open" or "Pending".

    Tips

    —

    Validation

    —

    Success criteria

    • Ticket shows full transcript and begins SLA clock.

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.