TelVox Desk
Every conversationbecomes a ticket.
Email, WhatsApp and calls land in one inbox, each with an SLA clock on it. Built first for the support teams behind TelVox Dial floors, and ready for any team that answers customers.
Priority Critical · Department Support · In Progress
Internal note: asked for pricing, call back after 4pm
Open → In Progress → Closing → Closed · statuses are yours to define
Illustrative panel · sample values · simulated loop, hover to pause
One inbox
Three channels, one queue, one owner per ticket
Support scattered across a shared mailbox, a WhatsApp phone and a missed-call list is support nobody owns. Desk puts all of it in one place with a name on every ticket.
Every message becomes a ticket with the thread attached. Replies land back on the same ticket, and a reply your mail server rejects is flagged so you can send it again instead of losing it.
Real WhatsApp conversations inside the ticket, with approved templates and internal notes alongside. Desk tracks the 24 hour session window for you and counts it down.
Calls
Calls are logged as tickets too, so a missed call becomes a ticket with an owner instead of a forgotten voicemail.
The clock
Three clocks, and someone told before they run out
First response, next response and resolution, each with its own target per priority. Desk warns the right person minutes before a deadline and escalates to a named list if it still slips, so a breach is something you were told about, not something you find out at month end.
- First response
- Next response
- Resolution
- Targets per priority
- Reminders before breach
- Escalation after breach
- Business hours per department
- Holiday calendar
- Breach reporting
10m 00s
to first response
Business hours aware.
Holidays excluded.
Illustrative panel · sample values
Your process, not ours
Shaped to how your team already works
Custom statuses
Open, In Progress, Closing, Re-open, or whatever your process actually is.
Departments
Route tickets to the team that owns them, with per-department reporting.
Sticky agent & skills routing
A returning customer goes back to the agent who already knows them. Everything else routes to whoever has the right skill.
Skills & priorities
Four priorities, agent skills, and rules that respect both.
Canned responses & templates
Auto-responses, notification templates and WhatsApp templates, all editable.
Signatures & custom fields
Per-agent signatures and the extra fields your tickets actually need.
Tags & internal notes
Tag for reporting, and keep private notes on the ticket the customer never sees.
Reports & CSV
Created vs closed, SLA breaches, busiest agents, channel performance. Export everything.
The score
Reports that answer the Monday questions
A live dashboard shows volume against the previous period, where tickets sit, which channel is slipping and who carries the load. Behind it sit six named reports, all filterable by date, channel, department, agent, status, priority and tag.
Tickets
created versus closed, and where they sit
SLA
every breach, with the clock that missed
Tags
what your team is actually being asked
Change log
every status, owner and priority change
Notifications
what went out, to whom, and when
Custom fields
report on the fields you added yourself
CSV export respects the filters you set, so the file matches what you were looking at on screen.
Who can do what
Permissions down to the individual action
A new agent should be able to reply without being able to delete. Desk splits the product into 97 permissions across 21 modules, so the role you build is the role you meant.
97 permissions, 21 modules
Reply, assign, close, split and delete are each granted separately, not bundled into one blunt agent role.
Roles you build yourself
Compose a role out of the permissions your team actually needs, instead of picking the nearest preset.
Scoped to your organisation
Every query is organisation scoped, so one team never sees another team's tickets.
A change log per ticket
Every status, owner and priority change is recorded with who did it and when.
FAQ
Straight answers
Email, WhatsApp and calls. Each conversation becomes a ticket in one shared inbox, with channel filters when a team splits the work. Web chat and social channels are on the roadmap, not in the product today.
TelVox Desk
Put your support on a clock
We will show you the live product on a call, with your channels and your SLAs, not a slide deck.