CEDX 2026 Service Release: Predictive SLA triage, omnichannel queues, and live contract context on one record Explore the CEDX Desk architecture ->
CEDXSystems
EnglishTalk to sales
CUSTOMER SERVICE CEDX Desk
Overview Tickets Triage Workflow & Tour Operators TCO Model 14-Day Sandbox Live build ↗
CUSTOMER SERVICE CEDX Desk · Customer Service · desk.cedxsystems.com

The queue already knows what breaks next.

Desk is ticketing built around a forecast: every open ticket carries a breach score and the signal that drove it, the queue lead sees the 51 nobody has claimed, and the deflection panel prints its own economics.

Open live CEDX Desk -> Inspect 4-screen build tour
201 tickets in the active queue 30% of the open queue inside SLA 78% CSAT on solved, surveyed tickets Zero-ETL Shared Postgres Record
CEDX Desk Enterprise Architecture Briefing
CEDX Desk · 201 tickets in the active queue

"Having identity, least-privilege access, audit trails, and business applications on one kernel cut our security review..."

Sarah Lindqvist · Chief Information Security Officer · Atlas Corp · 0.01s Canonical Sync
CEDX Desk reads and writes the exact same canonical Postgres record as CEDX Knowledge Base, CEDX Live Chat, and CEDX Voice with zero third-party webhooks.
🔒 https://desk.cedxsystems.com/workspace/live
CEDX Desk · Overview (A shift report that argues with itself)
desk.cedxsystems.com · 01 Overview · Live Canonical Dataset
● Overview Active · 0.011s Sync Open /app/desk ↗
TICKETS IN THE ACTIVE QUEUE
201
140 already past an SLA clock
OF THE OPEN QUEUE INSIDE SLA
30%
the ring prints breached 140 beside it
CSAT ON SOLVED, SURVEYED TICKETS
78%
−1.3pp on the card this window
ESTIMATED COST PER AI RESOLUTION
$0.99
vs $6.40 human-handled, on screen
Ticket / Incident ID Customer & ARR Tier Assigned Queue & Pod SLA Breach Clock Root-Cause Context Resolution Score
INC-49201 · API Webhook LagCEDX Desk · Record #1040 Meridian Corp · $420K ARR Tier-3 Platform Pod 18m remaining ● Linked to PR #4812 98% Confidence
TCK-88310 · Billing Seat SyncCEDX Desk · Record #1041 Harbor Retail · $640K ARR Enterprise Billing Ops 1h 42m remaining ● Auto-Resolved via Books 100% Verified
INC-49209 · SSO SAML RotationCEDX Desk · Record #1042 Atlas Logistics · $285K ARR Identity & Access Queue 44m remaining ● Cert Runbook Attached 95% Confidence
TCK-88344 · Field Dispatch RMACEDX Desk · Record #1043 Cedar Foods · $310K ARR Field Service Dispatch 3h 15m remaining ● Parts Reserved in WMS 94% Confidence
✦ CEDX Desk Copilot · INC-49201 · API Webhook Lag
Overview Verified
The created-vs-solved chart carries the week's events as markers (an IdP cert rotation window in W1, a VIP policy going 24×7 in W12), so volume moves have named causes. The SLA ring says 30% of the open queue is inside its clock, and the breach list below it is sorted by risk, 95 at the top.
CEDX Desk operator workspace in natural daylight
FIELD DOCUMENTARY · CUSTOMER SERVICE

320 tickets, each with a clock on it

The deflection panel does its arithmetic in public: $0.99 against $6.40 per resolved outcome, 85% lower, printed next to the SLA ring it relieves. Nothing on this page asks you to take a number on faith.

CAMERA: CANON EOS R5 · 35MM F/1.4 · NATURAL DAYLIGHT ESTATE ROUTE: /APP/DESK
CORE CAPABILITIES · CEDX DESK

Three architectural jobs CEDX Desk gets right on one record.

Every capability below runs against the shared CEDX Postgres database with zero external sync queues or reconciliation lag.

01 · CUSTOMER SERVICE FOUNDATION

320 tickets, each with a clock on it

The queue sorts oldest waits first: T-1446, a password-reset ticket, sits at 19.8 hours with its first-response goal 17.8 hours past. WAIT and FRT LEFT are columns, not reports. Every row carries both, next to priority, status, assignee and org.

✓ WAIT and FRT LEFT printed on every rowVerified
✓ Tabs: all 320 · open 201 · unassigned 51 · breached 140Verified
✓ Priority and state chips, CSV of the view you filteredVerified
02 · LIVE EXECUTION

A breach forecast, not a breach report

The triage engine scores all 201 open tickets; 112 sit at breach ≥55% and 140 have already breached: three separate counts, none of them hidden. Each row names its top signal: “queue wait 3.2h vs FRT goal 1h” is a reason you can act on.

A breach forecast, not a breach report
CEDX Desk Live Telemetry ● 201 tickets in the active queue
03 · DETERMINISTIC GOVERNANCE

80 articles and macros, stale ones flagged

The knowledge screen counts what agents actually reuse: 1,757 uses in 30 days, 435 deflections as self-serve hits, and 24 items flagged stale, including the reply guidelines macro agents ran 66 times last month.

✓ Uses-30d on every article and macroActive
✓ 435 deflections counted, not estimatedActive
✓ A stale-only filter for the 24 that need a refreshActive
04 · VERIFIED DEMO DATASET METRICS

What the live CEDX Desk build looks like when you open /app/desk.

Every figure below is directly inspectable in the running CEDX Desk application workspace with zero synthetic projections.

TICKETS IN THE ACTIVE QUEUE
201
140 already past an SLA clock
OF THE OPEN QUEUE INSIDE SLA
30%
the ring prints breached 140 besid
CSAT ON SOLVED, SURVEYED TICKETS
78%
−1.3pp on the card this window
ESTIMATED COST PER AI RESOLUTION
$0.99
vs $6.40 human-handled, on screen
4-SCREEN RUNNING BUILD TOUR

Four screens captured from desk.cedxsystems.com, in the order operators run them.

Click any screen below to inspect how CEDX Desk moves from initial intake to verified cross-estate completion.

01 OVERVIEW
A shift report that argues with itself
The created-vs-solved chart carries the week's events as markers (an IdP cert rotation window in W1, a VIP policy going 24×7 in W12), so volume moves have named causes. The SLA ring says 30% of the open queue is inside its clock, and the breach list below it is sorted by risk, 95 at the top.
02 TICKETS
The queue, oldest waits on top
All 320 tickets in the workspace with the tabs that matter: open 201, unassigned 51, breached 140. The top of the list is a password-reset MFA ticket at 19.8 hours. The sort order is the argument for working it first.
03 TRIAGE
The 112 the forecast says will breach
Every open ticket scored, the riskiest first: T-1042, an SSO login loop after an IdP rotation, sits at 95 with its FRT goal already past. The scoring model and the SLA simulator are tabs on the same screen, not a separate product.
04 KNOWLEDGE
Deflection you can count
Eighty items (39 articles, 41 macros) with uses-30d, status, author and updated date on every row. The most-used macro, the chat greeting, ran 88 times in 30 days; the stale filter isolates the 24 that are quietly going wrong.
01 OVERVIEW · DESK.CEDXSYSTEMS.COM

A shift report that argues with itself

● Live Screen Capture

The created-vs-solved chart carries the week's events as markers (an IdP cert rotation window in W1, a VIP policy going 24×7 in W12), so volume moves have named causes. The SLA ring says 30% of the open queue is inside its clock, and the breach list below it is sorted by risk, 95 at the top.

✓ 30% within SLA: open 201 · breached 140 · at risk 112Verified in /app/desk
✓ 61% AI resolution rate beside $0.99 / $6.40 economicsVerified in /app/desk
✓ Root-caused alerts: symptom → cause → fix, pricedVerified in /app/desk
A shift report that argues with itself
OPERATING CADENCE · CUSTOMER SERVICE

How CEDX Desk runs across the week, in the exact order work happens.

Every support agent sees the customer ARR, overdue invoices, active renewal date, and linked engineering sprint issue without switching tabs.

STAGE 01

Capture & Ingest

Records land in CEDX Desk already linked to the canonical customer, employee, or vendor ID.

STAGE 02

Score & Triage

Deterministic rules and auditable Copilot signals rank every item by financial and SLA impact.

STAGE 03

Execute & Approve

Operators resolve work in one click with role-based guardrails and instant cross-app writeback.

STAGE 04

Reconcile & Report

Every completed action updates live executive dashboards and the immutable audit log automatically.

OPERATOR WORKSPACES · WHO RUNS CEDX DESK

Three roles open CEDX Desk every day. Each sees the exact surface they own.

Role-based views and permissions are enforced at the database row level so executives, managers, and frontline operators share one source of truth.

Queue lead using CEDX Desk

Queue lead

Owns the unassigned column and the shift handoff. The LED board version of this job is the photograph; the Desk version is the breach forecast read before standup.

● unassigned · 51
Knowledge owner using CEDX Desk

Knowledge owner

Keeps the 80-item library worth reusing: retires the 24 stale items, writes against what the queue actually asks.

● stale · 24
Triage and operations using CEDX Desk

Triage and operations

Watches the forecast queue and the duplicate clusters, and retunes the scoring model when the signals drift.

● forecast ≥55% · 112
ONE CANONICAL RECORD ACROSS 132 APPLICATIONS

Support Queues That Read the Live Revenue & Engineering Graph

CEDX Desk is not an isolated point tool. It reads and writes the exact same customer, ledger, and identity records as the rest of the CEDX software estate.

CONNECTED MODULE 01 Open /knowledge-base/ ->

CEDX Knowledge Base

The articles Desk's knowledge screen reuses 1,757 times a month live their public life in the help centre, with the same stale flags.
CONNECTED MODULE 02 Open /live-chat/ ->

CEDX Live Chat

Same Northline demo floor: 42 visitors waiting in chat sit next to Desk's 201 open tickets, and long threads become tickets.
CONNECTED MODULE 03 Open /voice/ ->

CEDX Voice

Voice's dropped and abandoned calls, 42 in its window, are the callbacks that arrive here as tickets.
CONNECTED MODULE 04 Open /copilot/ ->

CEDX Copilot

Ask AI (⌘J) sits on every Desk screen. The Copilot console is where those prompts are versioned, scored and traced.
ARCHITECTURAL PROOF · OPERATOR PERSPECTIVES

Why enterprise operators replace stitched SaaS stacks with CEDX Desk.

"Having identity, least-privilege access, audit trails, and business applications on one kernel cut our security review and provisioning time by 82%."

Sarah Lindqvist
Sarah Lindqvist
Chief Information Security Officer · Atlas Corp

"We started with one application to fix our most painful bottleneck, and added five more modules on the same login without a single migration project."

Arjun Patel
Arjun Patel
SVP of Global Operations · Keystone Logistics

"Consolidating onto CEDX eliminated four middleware connectors and cut our weekly forecast and close reconciliation from two days to twelve minutes."

Marcus Vance
Marcus Vance
Chief Revenue Officer · Meridian Systems
LIVE TCO & CONSOLIDATION MODEL · CUSTOMER SERVICE

Stop paying five vendors to re-sync the same customer service record.

Drag the seat slider to compare your current stitched stack (ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty) against running CEDX Desk natively on the unified CEDX estate.

Organization Seats 250 seats
25 seats 500 seats 1,250 seats 2,500 seats
Legacy Stitched Stack
ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty
$1,380,000 / yr
CEDX Desk + Full Estate Bundle
All 132 applications · Canonical Postgres · Unlimited Copilot
$267,000 / yr
Verified Annual Hard Savings
Plus 0 middleware sync failures
$1,113,000 / yr
TECHNICAL & PROCUREMENT FAQ · CEDX DESK

Questions operators and architecture teams ask before piloting CEDX Desk.

01 Is the software on this page real? +
Yes. Every screenshot is a capture of the running build and you can open the same build at /app/desk . It runs on demo data. The workspace name on the chrome is the demo tenant, not a customer.
02 How does the breach forecast work? +
Every open ticket gets a breach score and a top signal: queue wait against the first-response goal, age against response, and similar. The scoring model is a tab on the triage screen itself, next to the SLA simulator, so you can read what drives the number.
03 What happens to tickets that breach? +
They stay counted. The tickets screen has a breached tab (140 in the demo), and the overview ring prints breached next to within-SLA rather than rolling them into a single green number.
04 Where do the AI resolution figures come from? +
From the demo tenant's own panel: 61% AI resolution rate with estimated costs of $0.99 and $6.40 per outcome printed beside it. Those are the demo workspace's economics, shown because the screen shows them, not a benchmark for yours.
05 Is Desk audited or certified? +
No certification has been issued. What we can evidence about hosting, encryption, tenant isolation and production access is written up on the security page .
LIVE SANDBOX · ZERO MIDDLEWARE · NO CARD REQUIRED

CEDX Desk is running right now. Open it and inspect the record.

Explore the live CEDX Desk workspace on canonical demo data at /app/desk, or book a 30-minute architecture session to map your first entity rollout.

Open live CEDX Desk (/app/desk) -> Book an estate architecture map