01. Overview of Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.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 an
02. 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
04. 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
07. 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
06. 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.
05. 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,
08. Zoe in Tickets: Improve Text, Analysis Generated and Ask
Important: Before following the instructions, make sure the feature is available for your access profile.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 c
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