In Services, you can configure the names of the services provided by your company to classify support service tickets. Create a hierarchy between services to organize information clearly in Zenvia Customer Cloud.

For example, your company is a real estate agent and decides to offer a new type of property consultation. You could create a “Property search by neighborhood” service and associate the services you provide with this new category.

You can segment your teams to handle different products or sectors by creating a service structure and dividing specific ticket view panels for each team. The service catalog is essential for those using SLA (Service Level Agreement) as response times may vary by service.

⚠️ Attention: Feature available only for Operator and Admin profiles.

How It Works

Go to Support Service > Settings > Ticket Settings > Services > Manage.

On the main screen, view the Service Catalog and the details of the services registered by your company, including:

• Service name;
• Linked ticket type;
• Service visibility;
• Selection permission;
• Status (active or not) in the system;
• Options to edit and delete a service.

💡 Tip: Use filters to get specific search results.

Service Catalog

In Service Catalog, located on the left, view the hierarchy of your services, similar to a tree structure. When registering your catalog, plan the desired hierarchy. Navigate the catalog by opening and closing items and sub-items.

Creating a New Service

1. Go to Support Service > Settings > Ticket Settings > Services.

2. Click Manage.

3. Press the New Service button.

4. Add a name and description for the new service. Example:

Name: Premium Services

Description: Consultancy on Zenvia Customer Cloud for premium clients

5. In Accepted Ticket Type, choose the ticket type: Internal, Public, or All.

6. In Visible To, define which profile will see the service: Agents, Clients, or All.

7. In Available To, specify which profile can classify a ticket with this service: Agents, Clients, or All.

💡 Tip: The Close Permission is enabled by default. Unchecking it will prevent the ticket from closing automatically, and the agent will need to change the service classification to conclude the ticket.

8. Choose to enable or disable one or more specific categories in tickets with this service, such as:

• Question;
• Problem;
• Suggestion;
• Service Request.

9. In Default Values, select the categories and urgencies (priorities) that will appear by default when selecting this type of service in the ticket.

10. Save the information.

Done! New service created successfully.

Now, your catalog is registered and configured for use in opening or editing tickets, available to agents and clients with permission.