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
Additional fields for tickets
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,
Set the default email for support service actions
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
Data classification in creating additional fields
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 Configuration
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
Service Settings
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
Priorities Settings
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 Settings
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
Justifications Settings
A justifications is a classification used alongside the ticket status to explain why the ticket is in that status. Configure it when you need to provide explanations in support services.
Normally, the justification is associated with the On Hold status, which requires detailing the reason why the t
Tags Configuration
Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version.
⚠️ Attention: Functionality available only for Operator and Admin profiles.
How It Works
To use this functionality, go to Support Service >