Create, Edit, Duplicate, and Delete Tickets
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
08. Zoe in Tickets: Improve Text, Analysis Generated and Ask
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
05. SLA Details
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
03. Sending Message Templates in Support Chat and Tickets
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
02. Handling and Transferring Support Conversations
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
06. Relationships in Tickets
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
07. Merge Tickets
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
04. Ticket Details
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
02. Panels and Views of 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
01. Support Inbox
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