Panels and Views of 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
How Tickets Work in Support Service
Tickets are the core feature of the Support Service module in Zenvia Customer Cloud.
They centralize, organize, and track all customer requests across channels (WhatsApp, Webchat, and Email).
Whenever a customer gets in touch, the system automatically creates a ticket so your team can classify, inte
Merge Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.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 re
Relationships in Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management.
SLA Details
Important: Before following the instructions, make sure the feature is available for your access profile.In SLA Details, you can view all the information about the SLA of Support service tickets.
Find information about:
DetailsMonitoringNotificationsHow to View SLA DetailsTo access the SLA details,
Create, Edit, Duplicate, and Delete Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.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
Ticket Details
Important: Before following the instructions, make sure the feature is available for your access profile.In the Ticket Details section, you can view all the information about support service tickets.
Find information on:
PrincipalResponsibleStatusAttachmentsMergesHow to View Ticket DetailsTo view th