Category: 07. Support Service

Important: Before following the instructions, make sure the feature is available for your access profile.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 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

The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers.  It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi

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

Important: Before following the instructions, make sure the feature is available for your access profile.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 an

Through the  Chats  screen, it is possible to track ongoing or queued conversations, as well as monitor overall metrics of completed service requests.  How to Configure Access to ChatFor a user to have access to the screen, they need to be added as an Administrator in the chat group.  Follow the ste

Important: Before following the instructions, make sure the feature is available for your access profile.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. How it w

This article explains, in more detail, call statuses, indicator calculation rules, and how data export works in the WhatsApp calls report in Zenvia Customer Cloud. It is recommended for users who need to: Analyze data in greater depth. Audit service interactions. Understand why a call was classified

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

This article explains how the Support service journey works for customers who made a purchase on Mercado Libre and start a support interaction. Support service focuses on post-sale interactions, when the buyer has already completed a purchase on Mercado Libre and contacts the seller to resolve a que