Category: 07. Support Service

In this article, you will learn how to create, edit, duplicate, and delete Support Service tickets in Zenvia Customer Cloud. Tickets have customizable Panels and Views. The conditions and columns you set for your tickets can alter the available fields. ⚠️Attention: This feature is available for the

Zoe is Zenvia's native Artificial Intelligence (AI), available for use in various ways within the Zenvia Customer Cloud. In Tickets, it helps to gain insights, reduce response time, and enhance communication between agents and customers during Support Services. When accessing an existing ticket, you

In SLA Details, you can view all the information about the SLA of Support service tickets. Find information about: Details Monitoring Notifications ⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles. How to View SLA Details To access the SLA details, follow thes

Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and protect user experience.  All templates must be approved before being sent to ensure that the messages ar

In this article, you will learn about the conversation handling process in the chat queue, including transferring conversations to groups or agents and linking conversations to support tickets in Zenvia Customer Cloud. Table of Contents: Chat Conversation Handling Transferring Conversations Linking

The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management. When viewing a ticket, you can link it to an existing one as a "parent" or "child," or create a new ticke

Merge tickets individually or in bulk from Support Service, adjusting the necessary details to complete the process. The merge combines the information from the selected tickets, from the most recent to the oldest, including requester data, actions, and tags. Review and modify the fields before savi

In the Ticket Details section, you can view all the information about support service tickets. Find information on: Principal Responsible Status Attachments Merges ⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles. How to View Ticket Details To view the ticket

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

The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets. In the Support Inbox, you can view conversations organized by status: Open, In Queue, Pending, and Expired. Use filters to sort conversations by o