[Enterprise] Knowledge Base Settings
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
Trigger Settings
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
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. Overview of Tickets
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
Monitor Operation: Conversations and Agents
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
[Enterprise] Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp
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
Support Service Settings
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
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