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. 

Normally, the justification is associated with the On Hold status, which requires detailing the reason why the ticket is waiting. However, you can create justifications for any status in the system, such as identifying why a ticket was canceled.

When you create your account in Zenvia Customer Cloud, we suggest some justifications, but they may not be suitable for your business. In this case, we recommend accessing the justification settings and replacing them with more appropriate options for your company.

⚠️ Attention: This functionality is available only for Operator and Admin profiles.

About the feature

The selection of a justification can be made mandatory through a parameter in the Status settings. If the status is configured to require a justification, you will need to select it along with the status. Otherwise, you can choose only the status without justification.

Another relevant configuration is in the customer's access profile, determining whether they can view the ticket justification after it is opened. Usually, this parameter remains enabled to keep customers informed about the status of their tickets.

How It Works

To use this functionality, go to Support Service > Settings > Ticket Settings > Justifications > Manage.

On the main screen, you will see the following information:

• Justification Name;
• Associated Ticket Statuses;
• Ticket Type (Public or Internal);
• Justification Status (Active or Inactive);
• Editing and Deleting Options.

💡 Tip: Use filters to get specific search results.

Create a New Justification

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

2. Click on Manage.

3. Press the New Justification button.

4. Enter a name that complements the associated status. Example: Budget Approval.

5. Choose for whom the ticket will be available: Public, Internal, or All.

6. Select the status associated with the justification.

💡 Tip: You can associate more than one status with a single justification.

7. Save the information.

Done! New justification created successfully.

Using the Justification

The justification is widely used in various functionalities of Zenvia Customer Cloud, always alongside the status list. Check where you can use it:

Trigger Configuration

Justifications are available as filter options within the trigger conditions. You can use them as a search condition or action.

SLA

In the SLA module, the justification is used to define the ticket pause rule. For example, when the ticket is in the "On Hold" status and in the "Waiting for Customer Response" justification, the ticket completion deadline is paused and resumes only when the customer responds.

Ticket Opening and Editing

The justification will be available when opening and editing tickets for agents, located alongside the statuses in the upper right corner of the screen.

Ticket Viewing

In ticket viewing, the justification is available as an additional column. Additionally, you can filter by justification in the quick search field of the ticket list.

💡 Tip: Use the justification filter to simplify the search in the ticket list.