TelVox Desk
Everyemailbecomes a ticket.
Email, WhatsApp and calls land in one inbox. Every ticket gets an owner and a countdown, so nothing sits forgotten.
Illustrative inbox · sample values
Already on TelVox Dial?
Your sales floor has its dialer. Give your support team a desk.
The same team, the same standards. One inbox for email, WhatsApp and calls, an owner on every ticket, and a clock nobody can ignore. We run our own support on it.
Desk runs on its own today. Calls are logged as tickets, with no automatic Dial connection yet.
One inbox
Three channels, one queue, one owner per ticket
Each channel lets you down in its own way. An email bounces, a WhatsApp window closes, a call goes unanswered. Desk catches each one on the ticket, so nothing falls into the gap between channels.
A reply that bounces is flagged on the ticket, with one click to send it again.
Without this, Priya thinks it went and the customer thinks nobody answered.
Ticket #1051
- Channel
- Owner
- Priya
- Status
- Open
- Priority
- High
Resolution
5h 10m left
Illustrative ticket · sample data
Three clocks
Three clocks on every ticket, and a warning before any of them runs out
Drag through a ticket's day. Watch each clock run, pause outside your working hours, and warn the right person before it slips. Each priority can have its own targets.
TICKET #1042 · WHATSAPP · URGENT
Order arrived damaged
+91 94•••• 84 · Orders department
RESOLVE BY
11:00
next working day
First reply
running
Next reply
starts when they reply
Resolution
running
- 09:00Ticket created from WhatsApp. Owner: Priya.
- 09:04First reply sent. First-reply clock met.
- 11:48Customer writes back. The next-reply clock starts again.
- 12:12Reminder to Priya: 6 minutes left to reply.
- 12:16Reply sent in time. Next-reply clock met.
- 18:00Office closed. Every clock pauses until 09:00.
- 10:00Resolved the next morning, an hour inside the target.
- if lateThe people you chose are told straight away. That is the escalation.
An illustrative ticket. Drag the dot to move through its day.
Why teams switch
Nobody wonders whose job it was.
One inbox, one owner on every ticket, and a clock everyone can see.
Your process, not ours
Shaped to how your team already works
01
Arrives
A WhatsApp message becomes ticket #1042, with the conversation attached.
02
Right department
It goes to Orders, the team that owns it, and counts in Orders' own reports.
03
Same agent as last time
The customer has written before, so it goes back to Priya. New customers go to whoever has the right skill.
04
Answered fast
Priya starts from a ready-made reply and it goes out with her signature. A private note stays inside the team.
05
Your statuses
Open, In progress, Closing, Closed, or whatever your process is called. Every change is logged.
06
Tagged for the report
Tagged “damaged in transit” and closed, so Monday's report shows how often it happens.
01 · #1042 · WhatsApp
Arrives
A WhatsApp message becomes ticket #1042, with the conversation attached.
02 · #1042 · Orders
Right department
It goes to Orders, the team that owns it, and counts in Orders' own reports.
03 · #1042 · Priya
Same agent as last time
The customer has written before, so it goes back to Priya. New customers go to whoever has the right skill.
04 · #1042 · Replied
Answered fast
Priya starts from a ready-made reply and it goes out with her signature. A private note stays inside the team.
05 · #1042 · Closing
Your statuses
Open, In progress, Closing, Closed, or whatever your process is called. Every change is logged.
06 · #1042 · Closed
Tagged for the report
Tagged “damaged in transit” and closed, so Monday's report shows how often it happens.
An illustrative ticket. Scroll to move it along.
Also in the box: four priorities, auto-responses, notification and WhatsApp templates you can edit, and custom fields for whatever else your tickets need to carry.
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
- SLA
- Tags
- Change log
- Notifications
- Custom fields
Illustrative dashboard · sample data · every report filters by date, channel, department, agent, status, priority and tag
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.
0
permissions across 21 modules
Reply, assign, close, split and delete are each granted on their own, so the role you build is the role you meant.
Scoped to your organisation
One team never sees another team's tickets.
A change log on every ticket
Every status, owner and priority change, with who 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. WhatsApp needs a TelVox Chat plan for the number: support only, or the full TelVox Chat. Web chat and social channels are on the roadmap, not in the product today.
TICKET #1043 · YOUR TEAM
Put your support on a clock
A 30-minute demo with your own channels and your own deadlines. A real person replies within an hour.