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Velaxe
Agent Desk — Cases, Conversations, Routing, SLAs & Service Operations | Velaxe

Agent Desk

Manage problems, resolve cases, and reopen service work

Coordinate systemic problems and explicit case resolution/reopen state with linked history and customer-safe updates.

8 min Beginner Agent, Supervisor Updated Aug 23, 2026
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Overview

Coordinate systemic problems and explicit case resolution/reopen state with linked history and customer-safe updates.

Prerequisites

None.

Permissions required

cases:update cases:resolve

Steps (4)

Estimated: 8 min
  1. 1

    Link shared operational problems where required

    Agent or Supervisor 2 min Back to top

    Relate affected cases to a problem or incident and maintain its scope, updates, internal work, and timeline.

    Tips

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    Validation

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    Success criteria

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  2. 2

    Confirm case work and approvals

    Agent 2 min Back to top

    Review internal work, service-action results, approvals, SLA state, requester communication, and outstanding dependencies.

    Tips

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    Validation

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    Success criteria

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  3. 3

    Record the resolution

    Agent 2 min Back to top

    Create the resolution record and move the case according to the configured lifecycle and customer communication policy.

    Tips

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    Validation

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    Success criteria

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  4. 4

    Reopen the same case when service continues

    Agent or Customer Workflow 2 min Back to top

    Use the REOPENED lifecycle and reopen history so follow-up remains attached to the existing case.

    Tips

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    Validation

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    Success criteria

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About this guide

Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.

Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.

Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.