Category: 7.4.1 Ticket configurations

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

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

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

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

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

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

Important: Before following the instructions, make sure the feature is available for your access profile.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. How It WorksTo use this functionali

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

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

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur