Category: 01. Tickets

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 you set for your tickets can alter the available fields. ⚠️Attention: This feature is available for the

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 communication between agents and customers during Support Services. When accessing an existing ticket, you

In SLA Details, you can view all the information about the SLA of Support service tickets. Find information about: Details Monitoring Notifications ⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles. How to View SLA Details To access the SLA details, follow thes

The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management. When viewing a ticket, you can link it to an existing one as a "parent" or "child," or create a new ticke

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 recent to the oldest, including requester data, actions, and tags. Review and modify the fields before savi

In the Ticket Details section, you can view all the information about support service tickets. Find information on: Principal Responsible Status Attachments Merges ⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles. How to View Ticket Details To view the ticket

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 > Panels and Views. ⚠️ Atención: Agent Profile can only edit their Personal Panel and view shar

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 and view types. Go to Support Service > Ticket and click on an existing ticket to see an overview of the ti