Category: 7.5 More features of Service [Enterprise]

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 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

The Custom Reports feature allows the management and export of detailed ticket reports, enabling the creation, editing, and deletion of reports according to the needs of support journey analysis. This article explains how to access, use, and customize these reports. Accessing ReportsConditions for A

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

Below are the definitions according to Article 5 of Brazil's General Data Protection Law (Lei Geral de Proteção de Dados - LGPD): I - Personal data: Information related to an identified or identifiable natural person. II - Sensitive personal data: Personal data concerning racial or ethnic origin, re

Through the  Chats  screen, it is possible to track ongoing or queued conversations, as well as monitor overall metrics of completed service requests.  How to Configure Access to ChatFor a user to have access to the screen, they need to be added as an Administrator in the chat group.  Follow the ste

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

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

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

The Satisfaction Survey allows you to easily assess the level of customer satisfaction after each service, helping to identify areas for improvement and take corrective actions precisely. ⚠️Attention: Feature available only for Operator and Admin profiles. Enable Satisfaction Survey1. Access Support