Nucleo Desk
Desk is the support ticketing module of Nucleo: internal tickets between customer service and operations, SLA tracking, notifications, and a helpdesk inbox that turns customer conversations into actionable work. Each company runs its own isolated desk.
Overview
Desk connects two sides of the same problem: customers writing to your helpdesk, and the internal teams (logistics, warehouse, e-commerce) who actually fix things. Customer service reads and answers conversations in the inbox; when a case needs operational work, one click escalates it to an internal ticket with all its context.
- Tickets — internal work items with priority, status, assignee, team, market and tags
- Requests — your helpdesk conversations (Gorgias), readable and answerable in place
- Dashboard & Analytics — live workload and performance by team, market and tag
Tickets & lifecycle
A ticket carries a code (TK-…), title, description, priority, market, tags, attachments and a message thread. Status moves through open, in progress, waiting, resolved and closed; every change is recorded as an event in the thread.
- Create a ticket from New ticket, or by escalating a helpdesk conversation.
- Assign it to a team (e.g. Logistics) or a specific person.
- Discuss in the thread; @mention colleagues to pull them in.
- The first reply from someone other than the opener sets the first-response time.
- Only the opener closes the ticket — or reopens it if the fix didn't stick.
Attachments (images and PDFs) can be added to the ticket or to single messages; quick views in the sidebar surface the slices that matter: mine, my team's, breached, waiting.
SLA & reminders
Each priority maps to an SLA target (e.g. urgent = 4h, low = 72h), configurable in Settings. Every ticket shows its due date and is flagged the moment it breaches.
A scheduler watches for stale tickets and sends automatic reminders to the assigned team, so nothing quietly ages out of sight.
Teams & roles
Teams (e.g. Customer Service, Logistics) group people for assignment, scoping and analytics. A user's team membership drives which quick views and analytics slices they see.
- Admin — full settings access, team and catalog management
- Agent — creates and works tickets
- Viewer — read-only
Access comes from the unified Nucleo login: users get Desk if the module is assigned to them for the active company.
Notifications
Every relevant event — replies, mentions, assignments, status changes — lands in the in-app bell of the shell and, if the user keeps them on, in an email written in that user's language.
Each user tunes email notifications and sounds from Preferences.
Helpdesk inbox
Connect your Gorgias account in Settings (subdomain + API key) and open Requests: customer conversations appear with quoted history cleaned away and, when the message references an order, the order context attached.
- Reply in place — channel-aware, so email answers go out as email
- Close and tag conversations without leaving Nucleo
- Attachments are proxied securely through the backend
Escalation
When a customer case needs operational work, escalate it: Desk creates an internal ticket linked to the conversation, copies the attachments, and asks Atomo for a short summary of what happened so the receiving team starts with context instead of scrolling.
Dashboard & analytics
The dashboard shows the live state of the desk; Analytics tracks first-response and resolution times, SLA compliance and volumes, sliced by team, market and tag over the period you pick. Any list exports to CSV.
Settings
Admins manage markets, tags, teams and their members, SLA hours per priority, reminder rules and the Gorgias connection. Settings are per company — each desk is configured independently.