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, interact, and monitor the request until resolution.
How the ticket screen is organized
When you open a ticket in Support Service > Tickets, the screen is divided into two main areas:
🔎 Left side – Ticket organization
This area contains classifications and management fields such as requester, service, category, priority, owner, tags, and more.
💬 Right side – Conversation and progress
This is where the interaction happens. You can view the full history, update the status, and add public or internal actions.
Let’s explore each part in detail.
Left side: Ticket classifications
Here you define how the ticket will be handled.
1. Type: Public or Internal
Public: Used for communication with the customer. Allows sending visible messages. You can also register internal notes within a public ticket.
Internal: Used only for communication between agents. The customer cannot see these interactions.
💡You can change the ticket type whenever necessary.
2. Main information
Requester: Indicates who opened the request. This field is required. By clicking the name, you can access the full customer profile.
Service: Relates the ticket to a business area (e.g., Finance, Technical Support, Commercial). Helps with organization and reporting.
Category: Defines the type of request (e.g., Question, Issue, Suggestion).
Priority: Indicates the urgency level of the ticket.
Solution due date: Defines the estimated date and time to complete the ticket, helping the team track and meet service deadlines.
Owner: Defines who is responsible for resolving the ticket.
💡If you are taking over the ticket, you can use the option “Assign to me”.
Tags: Tags classify tickets using keywords, making searches, filters, and reports easier. To select a tag at this stage, it must have been previously created in the module settings.
👉 Learn how to create and manage tags in the article Configure ticket tags.
Cc: Adds email addresses that should receive copies of the ticket communication.
Right side: Progress and actions
This is where the service interaction happens.
You can track ticket progress, view the complete history, update the status, subject, and justification, and register new actions.
Below, we detail each of these elements.
Ticket status
The status indicates the current stage of the ticket. For example:
New: newly created ticket
In progress: currently being handled
Pending: waiting for response
Resolved: solution applied
Closed: service completed
Options
In the Options button, you will find administrative actions related to the ticket. From there, you can:
View ticket details
Check SLA information
Clone the ticket
Merge duplicate tickets
Print the full record
Delete the ticket
You can also generate a PDF version of the ticket to share or keep a consolidated record of the service information. To do this, go to Print ticket > Select the information that should appear in the print view > Click Print ticket > Save the file as PDF.
Adding an action
To interact within the ticket, choose Public action or Internal action. After, write your message. You can:
Format the text (bold, italic, etc.)
Attach new files or reuse existing ones
Use AI features (Zoe) to refine messages
Mention someone using @ followed by their name. Example: @Admin Laura could you validate this technical case? When you mention someone, they receive a notification, start following the ticket, and can interact directly.
Use saved templates (they must be previously created)
💡 Use @ mention when you want to:
🛠️ Request technical support from a specialist
✅ Ask for validation or review
👥 Involve another team
🧩 Share important context that must remain visible
If you want to register a new interaction in the ticket, click Add action.
This should be used whenever there is a new update — whether a public response to the customer or an internal note. It ensures that all movements are properly recorded.
Action visibility
You can filter what you want to see:
Public actions
Internal actions
Change history
This makes it easier to analyze what was communicated externally and what was discussed internally.
Ticket Analysis (available from Expert plan)
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Use Artificial Intelligence to generate automatic insights such as request summary, customer intent, sentiment, and suggested responses.
This feature helps teams quickly understand the context, save time reviewing the history, and make faster decisions.
If your company does not yet have access, check your current plan or contact your account manager.