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 ticket with all the customer service information.
This article provides an overview of Tickets. Learn more about:
⚠️ Attention: This feature is available to all users: Agent, Operator, Admin, and Viewer.
What are tickets
Tickets represent each request received by support. With an automated system, all customer contact with support through any available channel (Webchat, WhatsApp e E-mail) is converted into a ticket.
If your company allows direct access to our solution, the customer can open a ticket directly.
The basic structure of the ticket overview consists of two areas: Classifications (left side of the ticket) and Procedures (right side of the ticket). Learn more about each:
Classifications
In the Classifications section, the following fields are present:
1. Type: Public or internal:
- Public ticket: Communication between the customer and support. It can be opened by the customer or the agent so that the customer has access to the ticket information.
💡 Tip: The public ticket accepts both public and internal actions. Internal forwarding can be done within the public ticket through internal actions.
- Internal ticket: Exclusively internal communication, opened only by agents. It allows only internal actions.
💡 Tip: A public ticket can be changed to an internal ticket, and vice versa.
2. Number (ID): It is a simple, whole number, defined by the system automatically and sequentially.
3. Requester: The person who made the service request. It is a mandatory field. The ticket cannot be saved without the Requester field filled.
4. Service: Related to the services offered by the company, which can be divided by sectors and are defined in Support Service > Settings > Ticket Settings > Services.
5. Category: Categorizes the request, for example: question, suggestion, problem, etc. Defined in Support Service > Settings > Ticket Settings > Categories.
6. Priority: Defines the service prioritization, which can be: low, medium, high, urgent, or other custom classifications. Defined in Support Service > Settings > Ticket Settings > Priorities.
7. Solution forecast: Can be undefined, set manually (if the parameter in the access profile is enabled), or automatically filled according to SLA contract rules.
8. Responsible: Determines who will resolve the ticket. Can only be selected manually.
9. Cc: Adds email addresses that will be copied to the ticket.
10. Tags: Allows adding tags to tickets.
All the above parameters, except Requester and Responsible, can be enabled or disabled in Support Service > Settings > Ticket Settings.
💡Tip: To see all the information about your customer, click on View customer record.
In the Procedures section, you find the status (“New”, “In Progress”, “Pending”, “Resolved” or “Closed”), justification, subject, actions taken, and the action publishing box.
In Options , you can see::
- Ticket details;
- SLA details;
- Clone ticket;
- Merge ticket;
- Delete ticket.
Below the box, the Relationships the ticket has are displayed and Zoe's Artificial Intelligence features in Tickets.
Whenever an action is added to a ticket for which the user is responsible, they will receive a notification .
It is possible to view public actions, internal actions and the change of history. Selecting any of these options will display the corresponding actions in the procedures area.
Actions
In the ticket actions, there is a feature called Attachment Gallery, which allows for better visualization of attachments.
Each image or PDF included allows a preview before performing actions such as download.
The user can also navigate through the attachments included in the ticket action. By clicking on View more, you can see the user's name and the triggers linked to the ticket.
Click on Add to add an action to the ticket. And the pencil icon allows you to edit a ticket action.
