Category: 07. Support Service

Panels and Views enable you to efficiently manage and customize the display of support service tickets in Zenvia Customer Cloud. To configure your Panels and ticket views, go to: Support Service > Tickets > Panels and Views. ⚠️ Atención: Agent Profile can only edit their Personal Panel and view shar

Tickets are the main feature of the Zenvia Customer Cloud Support Service module. Here, you centralize all the data and support requests of your support team.  Tickets have customizable panels and view types. Go to Support Service > Ticket and click on an existing ticket to see an overview of the ti

Tickets are the foundation of customer support in a helpdesk system. Every time a customer reaches out—whether via chat, email, phone, or form—a request is turned into a "ticket." Tickets help organize and manage demands, ensuring no request is overlooked.  Example Use Case Imagine a tech company th

Triggers are a feature that automatically executes actions when specific conditions are met in a ticket. These conditions can be triggered by user interactions or temporal factors, such as deadline expirations. Triggers are essential for automating routines and improving the quality of your support

The Monitor Operation provides administrators with a real-time overview of ongoing Support Service conversations in the Zenvia Customer Cloud. Here, you have access to management information for both Conversations and Agents in one place. To access this feature, go to Support Service > Monitor Opera

The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps.  This article guides you on configuring channels to optimize the customer experience and support efficiency, ex

Located in the left sidebar menu, Settings is a feature of the Support module in Zenvia Customer Cloud. Here you configure your Support Tickets and Chat for your support team. To use this feature, go to: Support Service > Settings. ⚠️ Attention: Only users with Operator and Admin profiles can perfor

Support Service is a module of Zenvia Customer Cloud to centralize your support team's service and build post-sale relationships with your customers. Serve customers through ticket openings, conduct chat operations through the service box, register SLA contracts, configure tickets, and your support

The Custom Reports feature allows the management and export of detailed ticket reports, enabling the creation, editing, and deletion of reports according to the needs of support journey analysis. This article explains how to access, use, and customize these reports. Accessing ReportsConditions for A

Automatic Closure is a feature in the conversation settings of the Support Service module that automatically closes a chat in cases of customer inactivity for more than 7200 seconds, after the issue is resolved, or when all agents are outside working hours. After that, a ticket or action is generate