Support Desk overview
Support Desk turns every customer conversation — email, WhatsApp, chat, phone, or AI voice — into a tracked case with SLA, queues, and a channel dashboard.
Install it from Modules. After install, Support Desk appears in the main sidebar.
What you get
Section titled “What you get”- Inbox — filter by status, channel, assignee, and search; open a split detail pane
- Ticket lifecycle — New → Open → Pending → On hold → Resolved → Closed, with priorities and tags
- Public replies & internal notes — keep coaching notes off the customer thread
- Macros — one-click canned responses that can also set status/priority
- Queues & SLA — default queue plus first-response and resolution timers by priority
- Dashboard — open volume, SLA breaches, due-soon, and mix by channel / priority
- Call intake — create a ticket from dialler wrap-up or Call records (links the call session)
Who should use it
Section titled “Who should use it”| Role | Typical permissions |
|---|---|
| Agent | desk.agent — work tickets, reply, apply macros |
| Supervisor | desk.access — queues view + reporting |
| Admin | desk.admin — configure queues (and full access) |
System Agent, Supervisor, and Admin roles receive Support Desk permissions when the migration runs. Custom roles can be extended under Manage users.
How it fits CXGear
Section titled “How it fits CXGear”Support is another conversation in the customer journey — next to nurture (spinners/outreach) and retention (dialler / chat). Tickets can link to a call session so Post Call Analyzer can later treat the thread like analyzed call context.
Day-to-day
Section titled “Day-to-day”- Install Support Desk from Modules (admin).
- Open Support Desk → Inbox and create a ticket, or finish a call with Open Support Desk ticket on wrap-up.
- Use filters and search; the inbox loads 25 tickets per page with a total count so large queues stay usable.
- Use Dashboard for channel health (email / WhatsApp / chat / phone / AI voice).
- Review seeded queues, SLA policies, and macros under Settings.
Uninstalling
Section titled “Uninstalling”Uninstall is blocked while open tickets remain (not resolved/closed). Resolve or close them first.
- Modules
- Dialler overview — call → ticket intake
- Permissions