Category: 7.1 Tickets

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

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

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,

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

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

In the Ticket Details section, you can view all the information about support service tickets. Find information on: Principal Responsible Status Attachments Merges ⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles. How to View Ticket Details To view the ticket

The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management. When viewing a ticket, you can link it to an existing one as a "parent" or "child," or create a new ticke

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 recent to the oldest, including requester data, actions, and tags. Review and modify the fields before savi