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Status Settings

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur

Pause status in support service

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

How can I check my account status

Log in to Zenvia Conversion, go to Settings and in the Account Status section you'll find important information about your plan, the number of users, your balance, business names, payment orders and spending. Next, you will see what each of them means:Account statusFirst you'll see the plan type you

[Enterprise] Classification: Services, Emergencies, Categories, Status, Justifications, and Tags

The Ticket Classification organizes and prioritizes the tickets, optimizing the workflow and efficiency of the support. This feature allows the team to quickly identify the type of request, urgency, and responsible department. ⚠️Attention: Feature available only for Operator and Admin profiles. How

01. Channels

In this Channels report, we have access to information regarding service across all channels (except the voice channel, which has a separate report due to its unique characteristics). To access the digital channels, go to Zenvia Chat - Admin Profile > Analysis > Channels. At the top of the page, we

Justifications Settings

Important: Before following the instructions, make sure the feature is available for your access profile.A justifications is a classification used alongside the ticket status to explain why the ticket is in that status. Configure it when you need to provide explanations in support services. Normall

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

01. Administrator dashboard in Zenvia Chat

The Dashboard is Zenvia Chat's home screen and provides quick and simple information on what is happening in real time (updates of the day) in the Administrator environment. Through this Dashboard you can check information on calls, agent productivity and performance, calls in the queue, pending or

PayPal Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.For users who have PayPal integration in Zenvia Customer Cloud, this functionality of the Analytics module provides information about the status of generated payment links. These links are sent i

03. Transfer rules

The Transfer Rules feature allows you to customize the rules for transferring conversations between agents and departments within an operation. The aim of this feature is to improve the performance of the operation and the management of calls, as it allows you to configure specific transfer rules f

Mercado Pago Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.For users who have Mercado Pago integration in Zenvia Customer Cloud, this functionality of the Analytics module provides information about the status of generated payment links. These links are

Reengage contact base in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When contacts do not interact with your communications, sending a new message can be a good re-engagement strategy as it helps regain the interest of your audience and improve engagement rates. F

Getting to know the features of the Chatbot List

Important: Before following the instructions, make sure the feature is available for your access profile.In the Chatbots List, you can find all the bots created, organized in a unified way. This list allows filtering the chatbots by type, either by Artificial Intelligence, Qualification or Flows, an

[Enterprise] Tickets API

Our API's allow up to 10 requests per minute. To increase this limit, contact support. Find out more about API times and limits. ⚠️Attention: In the Tickets API, after 3 requests with error, the code 429 - Too many failed requests will be returned, blocking requests for 60 seconds. This time is left

Exporting message broadcast reports in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows you to export a dispatch report so that you can obtain details of a specific delivery, including the delivery status per recipient. This list is exported to a .csv fi

Channels Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed repo

Quotes Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.Track your Quotes in the Analytics module of Zenvia Customer Cloud. In this panel, you'll have visibility into profits and quotes pending, rejected, and converted into sales. How to analyze Quote

WhatsApp rules and definitions

Below you will find the main guidelines defined by Meta, organized by topics to facilitate usage in Zenvia Customer Cloud: Number (Green badge)Message templatesMessage delivery issuesQuality rating of your numberMessaging limit (Tier)24-hour window⚓ Number (Green badge)Number verification turns you

Broadcast performance analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Track the performance of your broadcasts in Analytics > Message broadcast > Broadcasts perforamance and have a consolidated view of your campaigns. The tool centralizes all created, scheduled, an

Check payments and billing of Zenvia Customer Cloud

Check your payment history, the status of paid, pending, and canceled invoices, and access tax documents directly in Zenvia Customer Cloud by going to the side menu Settings > Billing. ⚠️ Attention: Only users with Admin or Viewer profile can access this section. You can view all financial informati

How to delete users in Zenvia Conversion

To delete a user in Zenvia Conversion, go to Settings > Groups and Users and Click on the trash can icon corresponding to the user you want to delete. If the user to be deleted has contacts in his portfolio, Zenvia Conversion will display the following image: 1 - By clicking on "Delete all" the

How to open and track tickets in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.If you need support in Zenvia Customer Cloud, you can open a ticket to resolve doubts, request adjustments, or report issues. Additionally, it is possible to track the status of your tickets and,

Tickets API

The Zenvia Customer Cloud Tickets API allows you to integrate your external systems with the platform, automating the creation, editing, and retrieval of support tickets without needing to access the platform manually. In this article, learn the key concepts, how ticket structure works, and how to u

How to monitor messages sent via API in Zenvia Customer Cloud?

Important: Before following the instructions, make sure the feature is available for your access profile.If you use the Zenvia Customer Cloud API to send messages, it's important to set up a webhook to track the status of sent messages and monitor the messages sent. This article explains how this pr

Broadcast report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The performance report of a specific send in Zenvia Customer Cloud provides detailed information about the communications sent, helping you monitor and analyze aspects such as delivery status, co

Reports of Messages sent by APIs

The API Messages area allows you to monitor the performance of SMS messages sent and received in Zenvia Customer Cloud, including messages sent through the platform and via API integrations. monitor SMS text messages and replies;track delivery statuses;analyze message volumes;The reports were design

Integration of the Quotes App

Important: Before following the instructions, make sure the feature is available for your access profile.The Quotes App simplifies the creation and sending of quotes to your contacts via WhatsApp, allowing you to register and measure all sales made through Zenvia Customer Cloud. Additionally, with t

Report: Quotes

Learn about your team's performance with respect to quotes and sales This panel provides key information about quotes that are on hold, rejected, and those that have been converted to sales, as well as billing over a given period. On hold Total quotes pending approval by the contact, in co

01. Tasks

Tasks are all the activities to be carried out for the client. These are tasks such as: sending a quote, sending a new proposal, editing a personalized response, etc. In Tasks you can keep track of existing tasks, seeing which ones have already been completed, which ones have expired and which ones

04. Zenvia Chat Data API

This API enables querying data from interactions carried out via Zenvia Chat, in accordance with reports currently extracted from the Administration interface. TOKEN The access token for the API can be generated in the Administration interface through the menu: Settings Integrations API Link: https

Operation Monitor

Important: This feature is available for the Viewer, Operator, Administrator, and Franchisee profiles.The Operations Monitor screen allows you to track, in real time, the performance of customer service teams, agents, and ongoing activities. This helps supervisors reduce idle time, serve customers f

Conditions for executing the support specialist agent

Conditions are the criteria that determine when a support expert agent will be executed. They are essential to ensure that the configured actions only occur in specific and relevant contexts within a ticket. How condition blocks workWhen setting up a support expert agent, you will define activation

[Enterprise] Setting up and using Webhooks in Support Service

Webhooks enable you to send ticket data to another system automatically when specific conditions are met. This approach is often simpler than a two-way API setup, as the receiving system does not need to initiate an API request to get the data from Support Service. If you’re new to triggers, we stro

[Enterprise] Panels and Visualizations: Customize Views

Customizing ticket views is an essential feature for better organizing and tracking workflow. You can choose between two types of views: the Kanban format and the list format. Use Case ExampleImagine you are responsible for customer support and need to closely monitor all open, pending, and resolve

Quotes App

Quotes App is a feature integrated into Zenvia Conversion that simplifies the creation and sending of quotes to your contacts via WhatsApp. With Quotes, you can record and measure all sales made through our solution. In Quotes, you manage your company's product catalog, configure additional fields t

Automation performance report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud automation performance report provides information about a specific automation, including the total number of triggers, messages sent, impacted contacts, and performance rat

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,

Use Cases of OMIE

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, you'll find examples of actions that can be carried out using the integration between the OMIE system and Zenvia Customer Cloud. 💡 Tip: To better understand what OMIE is a

How to integrate WBuy with Zenvia Customer Cloud?

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to configure the integration between WBuy and Zenvia Customer Cloud. 💡 Tip: To better understand what WBuy is and how it works with Zenvia Customer Cloud, access the a

How to create and export a custom ticket report

Important: Before following the instructions, make sure the feature is available for your access profile.Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage ope

05. Tags

The Tags feature is used to classify a call. You can create up to two levels of subtags for each tag. Thus, a main tag can have several subtags which in turn support more subtags. With this feature, you can identify your company's main demands. To access it, go to Zenvia Chat - Administrator Profil

WhatsApp Message Templates in Zenvia Conversion

Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion

Ads overview: Requirements and performance analysis

Click-to-WhatsApp ads connect your audience directly to your business, allowing users to be directed to a conversation on WhatsApp with just one click. This functionality enables immediate initiation of commercial interactions and facilitates contact with potential customers. By using click-to-Whats

Integrations in Zenvia Conversion

In the left sidebar menu, you'll find the Integrations module in Zenvia Conversion. Here, you can view, install, and configure integrations and applications, such as CRM, ERPs, lead providers, sales websites, and communication channels like WhatsApp, Facebook, Instagram, and Webchat. Let's say you h

Voice calls

In Voice calls, we have access to information related to voice channel interactions. At the top of the page, we can apply initial filters by the desired period, by one or more departments, by one or more agents, and even by one or more tags. Any filter applied in this area will affect the informatio

Exporting a custom message broadcast report

Learn how to create and extract custom reports in Zenvia Customer Cloud.

Ticket filling templates

In this article, you will learn what filling models are, how to use them, and how to manage them in Zenvia Customer Cloud. What is a filling modelA filling model is a feature that automates tasks during the creation or attendance of a ticket. Whenever there is a repetitive action, such as defining t

Mercado Pago Integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, you can send Mercado Pago payment links to your contacts during your sales in Zenvia Customer Cloud. How to Install Mercado PagoFollow the steps below: 1. Access Sales > In

How to analyze the performance of WhatsApp voice calls in service interactions

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

[Enterprise] Attachment API in Zenvia Customer Cloud support service

The Zenvia Customer Cloud API offers functionalities that allow querying attachment information directly through HTTP requests. With this API, you can integrate and download attachments into your system, automating queries and retrieving specific files. API ManagementTo use the API, it is necessary

[Enterprise] Automation: Triggers, Webhook, and Macros

The Automation settings allow automating repetitive tasks and customizing workflows through rules that trigger automatic actions, such as assigning tickets, updating fields, or sending notifications. This increases productivity and efficiency in support service. ⚠️Attention: Feature available only f

[Enterprise] People Configuration: Teams and Access Profiles

The configuration of People allows centralized permission management, ensuring that each user in Zenvia Customer Cloud has access only to the information relevant to their role, in a secure and personalized way. ⚠️Attention: Functionality available only for Operator and Admin profiles. How to config

Introduction: API Zenvia Conversion

General concepts to understand what the Zenvia Conversion API does and how it works The Zenvia Conversion API allows you to create connections between Zenvia Conversion and other systems to customize, improve, and broaden the advantages your business gains from the service. Once you have the access

01. Monitor services - Agent

The Monitor services - Agent feature allows the agent to view their performance in the operation, as well as identify the number of other agents for each of the statuses in the departments they are assigned to. As an agent, the value of this feature lies in visualizing and managing your number and a

Sales contact management

Important: Before following the instructions, make sure the feature is available for your access profile.The Sales Contact Management panel allows you to manage and view information of the contacts who have gone through commercial interactions in your organization. Here you will find data such as in

04. How to export your customers to Google Sheets

Download your clients to a Google spreadsheet. Zenvia Conversion allows you to export your clients to a Google spreadsheet using a wide variety of filters. Here I will show you how: 1- First, you should go to Integrations and search for the integration by clicking on the + symbol at the botto

Customer support groups Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat. How it worksTo use the feature, go

08. Managing tasks

In the Tasks tab, you can create and view existing tasks. This allows you to view only your tasks, search for tasks by name, or filter them based on their status: completed (marked when tasks are done), expired (the deadline has passed, and the task was not marked as completed), and open (the deadli

03. Facebook channel

With the Facebook channel you can send and receive messages from your Facebook page via Zenvia Chat. Facebook is a social media platform that allows users to create personal profiles where they can share status updates, photos, videos and other content with their friends, family and colleagues. In a

Errors in broadcast message sending on Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports. To understand the reaso

Overview of Automations Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The automation list serves to centralize all the flows that have been created. By creating communication rules, you can define actions for each flow and automate your customers' journey through d

05. Customer Service History

The Customer Service History feature provides all the details of each service interaction registered in the tool. In the central part of the panel, there is a field that allows searching by protocol number, name, email, or phone number of the customer. On the right side, there are some filter option

[Enterprise] Indicators: How to use and configure dashboards and filters

Use the Indicators to monitor ticket performance, including metrics such as open, resolved, canceled, and reopened tickets. In this article, see: What are IndicatorsHow to access the IndicatorsHow to configure dashboards and filtersUsing the IndicatorsAnalyzing the Indicators⚓︎ What are IndicatorsT

Support expert agents: what they are and how to create them

Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met. These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certa

How Tickets Work in Support Service

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 reaches out, the system automatically creates a ticket. From there, your team can categ

Integration of PayPal with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, it is possible to send PayPal payment links to your contacts during interactions in Zenvia Customer Cloud. Additionally, you have the flexibility to choose the currency and

Sandbox tests in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Sandbox Tests module is designed to provide and streamline the process of testing our APIs.It offers a secure environment where developers can perform quick tests of multichannel APIs before

[Enterprise] Reports: How to obtain information about the service structure

In this article, learn how to access, configure, and export reports to optimize data analysis and obtain detailed information about your service structure in tickets, customer experience, contracts, and values, as well as auditing and control features on the platform. How Reports WorkBefore starting

Quick replies Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud. How It WorksTo use this feature, go to Support Service > Setting

Latest executions and edits the success expert agent

This section is located at the bottom of the automation creation screen. Here, you can view a complete breakdown of executions and export a report on the last 10 automation executions. To access this feature, go to Zenvia Customer Cloud > Experts agents > Create new expert agent> Latest executions s

Business Hours Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat. How It WorksTo use

Integration of Salesforce with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Receive and manage Salesforce leads more conveniently in Zenvia Customer Cloud. This integration allows you to send messages and interact with your contacts in one place. InstallationTo connect S

Salesforce in Zenvia Conversion

You can receive and manage leads from Salesforce in Zenvia Conversion First, to connect Salesforce to Zenvia Conversion, the client will need access to the API. Go to Integrations > Salesforce and verify your domain. This domain or link is the address for your Salesforce account. Once it has b

PayPal App

Learn how to integrate Zenvia Conversion + PayPal and follow the details of your payments through the report 1 - To activate this app, go to Apps > press the "+" button on the side of the screen and choose the PayPal application: 2 - Select the group to which you want to assign the application

Importing contacts from a file to Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.This article teaches you how to import contacts into lists by sending a file. This way, you send your entire contact base simply and quickly. Accessing the featureYou can start the import in two

Step-by-step guide to using the Suggestion Box in Zenvia Customer Cloud

The Suggestion Box is an interaction channel between customers and the team responsible for product evolution here at Zenvia. In it, you can share improvement ideas, follow suggestions from other users, and vote on proposals that make sense for your business. We understand that every suggestion is i

Deactivate or delete a user from the organization in Zenvia Customer Cloud

As an Administrator of the account, you can deactivate or delete users from your organization. Deactivate: The user loses access but can be reactivated at any time without losing data or settings. Delete: Deletion is permanent. If the user needs to be added back, they will have to be registered as

Categories Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Ser

Registration of WhatsApp message templates in Zenvia Customer Cloud

WhatsApp message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a template for a welcome campaign that is automatically sent whenever a new customer registers. Message templates go through an approva

Ads analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Analyze the performance of your broadcasts messages and campaigns created on Meta (Click to WhatsApp) in the Zenvia Customer Cloud Campaigns report. With this report, you can evaluate how many pe

Priorities Settings

Important: Before following the instructions, make sure the feature is available for your access profile.In Priorities, configure the urgency levels to classify internal support service tickets. This way, your agents can identify the criticality of each ticket. Priorities are linked to ticket categ

Support inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The support inbox in Zenvia Customer Cloud is the environment where conversations between agents and customers take place via tickets. In the inbox, you can view conversations organized by status

FAQ about Billing, Users, and Credits in Conversion

Find here the main information about invoices, additional users, credits, and payment methods in Zenvia Conversion. InvoicesWhere can I find my invoices? Invoices are available on the platform for users with an administrator profile. They are also sent by email. To change the email address for recei

Notifications and WebHooks

The Zenvia Conversion API allows external systems to be notified about specific events on the platform using Webhooks. A Webhook is an HTTP POST request sent to a previously registered URL, containing information about the event that occurred. Available Events (Topics)The events that can be notified

Send message at the best time in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The send with IA feature aims to increase engagement with your contact base through Zenvia Customer Cloud by sending messages at the most appropriate times, taking into account when your contacts

Add Integration Skill to the AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.This skill allows the chatbot to integrate with an external system to perform a specific action. Some examples of these actions include retrieving user information, checking order statuses, or ge

Plans and contracts in Zenvia Customer Cloud

The subscription to a Zenvia Customer Cloud plan must be made on the Zenvia website. It is necessary to combine a Software Plan with a Channel Package. Software PlanThis plan includes Zenvia Customer Cloud features, as well as the number of InteractionZ and users. InteractionZ: These are interaction

Response Time (SLA) Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.The Response Time (SLA) report in Zenvia Customer Cloud shows all the information about Support Service response times for tickets. Use it to analyze and generate detailed reports on tickets hand

Tokens & Webhooks for use in APIs in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Use Tokens & Webhooks to generate authentication credentials and configure URLs to receive automatic event notifications, facilitating the integration of Zenvia Customer Cloud with other systems.

What is Zenvia Conversion

Zenvia Conversion is a solution that centralizes customer service across multiple channels, such as WhatsApp, Facebook Messenger, Instagram, and Webchat. It allows for quicker sending and receiving of messages to boost sales, increase conversion rates, and provide a better sales service experience.

Tag settings for tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version. How It WorksTo use this functionali

User's role and Group Organization in Zenvia Conversion

Learn how access profiles and group hierarchy work in Zenvia Conversion. OverviewZenvia Conversion allows you to organize your team into hierarchical groups and subgroups, making it easier to structure your support operation. Each user has an access profile that defines: The available features;The c

10. Automatic Messages

The Automatic Messages feature are messages that can be fired based on triggers, using variables in the text, configuring different departments and establishing recurrence of sending, i.e. after how long (it is possible to configure the time) the message will be resent. This feature allows the custo

Monitor Operation: Conversations and Agents

The Monitor Operations is a feature that allows you to monitor support interactions in real time, view operational indicators, and access ongoing or completed conversations. The monitor view adapts according to the user’s profile, ensuring that each person has access only to the information and acti

Integrations available in Zenvia Customer Cloud

Discover the different types of integrations available in Zenvia Customer Cloud. Zenvia Customer Cloud offers native and API-based integrations that connect your operation to external systems such as ERPs, CRMs, and e-commerce or marketing platforms. These integrations allow for automatic data synch

Consumption report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The consumption report provides a detailed view of the usage of the plan contracted by your organization, allowing you to monitor the volume by channel, InteractionZ, and users. Additionally, it

How to create and apply tags to contacts in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Tags allow you to group and categorize the contacts in your database according to your organization's needs. For example, you can segment customers based on their relationship with the company, s

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

Automatic messages Settings

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

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