In this article, you will learn what filling models are, how to use them, and how to manage them in Zenvia Customer Cloud.

What is a filling model

A filling model is a feature that automates tasks during the creation or attendance of a ticket.

Whenever there is a repetitive action, such as defining the service type, adding tags, or inserting standard messages, consider creating a filling model.

These models function as reusable templates that can be applied both in the creation and in the service of tickets, automatically filling in the necessary fields.

Manage filling models

The Administrator and Operator profiles have the same permissions over filling models. Both can create, edit, clone, activate, deactivate, and delete models.

Models can be shared with all agents or only with specific agents. In this case, it will be necessary to indicate who can use them.

The maximum number of active models depends on the contracted plan:

How to access and manage models

Access:
Support service > Settings > Ticket Settings > Fill templates > Manage.

On this screen, it is possible to create, edit, clone, or delete existing models.

💡Tip: Only enabled models are executed in service tickets.

Create a filling model

To create a new model:

1. Name the model. Choose a clear and objective name.
2. Define the sharing type (all agents or specific).
3. Configure the actions that the model will execute on the ticket.

To edit an existing model, just click on it in the list of models and follow the same steps used in creation. After saving, the updated model will be available for immediate use.

Available actions

Actions define what will be automatically changed in a ticket when a filling model is applied. The same model can execute one or several actions. Below are all the available actions and their respective descriptions:

Defining action description

One of the main functions of models is to standardize texts. You can create predefined messages, with custom fields, images, and videos.

⚠️ Attention: Videos inserted into the models must be hosted in public locations (e.g., YouTube). Private links may cause an error.

Custom fields

Custom fields are dynamic variables that represent ticket information, such as customer name, ID, status, or service.

They can be used in the actions:

• Define subject
• Define action description

To insert a custom field, click on Add custom field or type { to view the available options.

Example:
Hello {ticket.requester},
Your ticket {ticket.id} has been successfully resolved. If you need new support, we are available!
Sincerely,
{ticket.assignedAgent.team}

It will become:

Using a model in tickets

After creating the models, you can apply them directly to a ticket:

1. Open a ticket (new or existing).
2. In the actions field, click the Filling Models icon.
3. Select See all models and choose the desired one.

💡Tip: Mark models as favorites by clicking the ⭐ icon. They will appear first in the list.

When actions are saved on the ticket

New Ticket
The model's actions are only registered after the ticket is created.

Existing Ticket
The actions are applied immediately, except for Define action attachments, Define action type and Define action description. These three require the agent to click Add action before saving.

In the example, a model called "Resolved Ticket Closure" was created, configuring actions to change the ticket type, status, add labels, and fill in the action description. Upon applying it, all these changes are automatically inserted into the ticket, and the agent must click Add action to conclude.

How to clone a model

In the list of models:

1. Click on the options menu of the desired model.
2. Select Copy.

Use this function to quickly create variations of an existing model.

How to delete a model

In the list of models:

1. Click on the options menu of the desired model.
2. Select Delete.

Deletion is irreversible and permanently removes the model from the system.