Novaza Desk#
Novaza Desk is an omnichannel customer support platform that unifies all your customer conversations — from website chat, email, Facebook Messenger, and more — into a single, collaborative inbox. Support teams can manage tickets, track SLAs, escalate issues, and serve customers faster without switching between multiple tools.
Desk works alongside the rest of the Novaza Platform. Tight integrations with Novaza Office (for showing CRM records alongside conversations) and Novaza Pulse (for follow-up email campaigns to resolved customers) are planned and not yet available.
Key Features#
- Unified Inbox — all channels in one view, shared across your support team
- Multi-Channel — website live chat widget, email, Facebook Page, API channel
- Ticket Management — convert conversations to tickets with SLA tracking, priority, and assignment
- Knowledge Base — create a self-service help center with searchable articles and categories
- Agent Management — add agents, organize into teams, set availability schedules
- Canned Responses — pre-written reply templates for common questions
- Automation Rules — auto-assign conversations, auto-tag, or auto-reply based on conditions
- Reports — response time, resolution time, CSAT scores, and agent performance
Getting Started with Desk#
- Connect your first channel in Desk → Channels → New Channel
- Add your support agents in Desk → Agents → Add Agent
- Configure your SLA policies in Desk → Settings → SLA
- Optionally set up automation rules in Desk → Settings → Automation
- Install the website live chat widget by copying the embed code from your channel settings