Category: 07. Support Service

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

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

Tickets are the foundation of customer support in a helpdesk system. Every time a customer reaches out—whether via chat, email, phone, or form—a request is turned into a "ticket." Tickets help organize and manage demands, ensuring no request is overlooked.  Example Use Case Imagine a tech company th

The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers.  It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi

The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps.  This article guides you on configuring channels to optimize the customer experience and support efficiency, ex

Important: Before following the instructions, make sure the feature is available for your access profile.Automatic messages are predefined texts that help ensure your customers receive a response while waiting for support service from an agent or in case all agents are offline, for example. How it w

Important: Before following the instructions, make sure the feature is available for your access profile.The Pause Status feature allows an Administrator to manage agents’ pause statuses. The Administrator can configure, edit, activate/deactivate, or filter an agent’s pause status. This screen provi

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to manage conversations in the support inbox of Zenvia Customer Cloud. Understand the support flow, agent or group transfers, linking conversations to tickets, and the

The Telephony feature allows support agents to receive and make calls directly through Zenvia Customer Cloud. These calls can be converted into new tickets or linked to existing ones, offering greater control and service history. In this article, you will see: Receiving callsThe first step to using