Category: 7.4 Configurations

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

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

Automatic messages are predefined texts that help ensure your customers receive a response while waiting for support service from an agent or in case all agents are offline, for example. ⚠️ Attention: This feature is only available for configuration by Operator and Admin profiles. How it worksTo use

Additional fields allow you to collect more detailed information during ticket registration, offering flexibility to customize the system according to your business needs. Who can configure additional fields?The configuration of additional fields can only be performed by users with Agent, Operator,

The default email is the email account automatically used for sending transactional messages in the Zenvia Customer Cloud Serve journey. This means that any email triggered by system triggers during support service will be sent from the email configured as default. Usage exampleIf a ticket has trigg

The additional fields allow for the customization of the ticket system with detailed information, but it is essential to correctly classify the requested data in compliance with the General Data Protection Law (LGPD). This classification ensures that the data is handled properly. In this article, yo

SLA Contracts (Service Level Agreement) is a feature that manages response and resolution times for tickets. With this feature, it is possible to have more control over the service level agreements related to the ticket completion time to manage the support operation. It also complies with commercia

In Services, you can configure the names of the services provided by your company to classify support service tickets. Create a hierarchy between services to organize information clearly in Zenvia Customer Cloud. For example, your company is a real estate agent and decides to offer a new type of pro

In Priorities, configure the urgency levels to classify internal support service tickets. This way, your agents can identify the criticality of each ticket.  Priorities are linked to ticket categories and can be adjusted according to your business needs. Create new priorities or use the default opti

Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Service Request, and Suggestion. For example, a customer submits a suggestion for the Bank, proposing an adv