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 Pending feature allows you to view all support tickets that are in the Pending queue of the Support Inbox. Pending tickets may be those that agents marked as pending, tickets that were transf

Global Automatic DistributionGlobal Automatic Distribution defines the rules for assigning conversations that will be applied to all groups. Some settings are default, while others must be configured when the feature is enabled. Learn how to adjust these settings and establish limits in this article

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

Important: Before following the instructions, make sure the feature is available for your access profile.Zoe is Zenvia's native Artificial Intelligence (AI), available for use in various ways within the Zenvia Customer Cloud. In Tickets, it helps to gain insights, reduce response time, and enhance c