Add Ticket

In Sagicc, tickets are generated from incoming or outgoing interactions between the company and customers. However, sometimes it is necessary to add a manual ticket to keep record of the attention given to a customer in person. To add a manual ticket, click the "Add Ticket" button from the Tickets module, or click the "Add Ticket" button that is always visible on the top options bar.

Sagicc will take you to the ticket creation form, where you will need to enter and/or select the following information:

• Customer: Choose or search for the customer for whom you want to add the ticket. If it's a new customer, click on "Add Customer" to include them, and the new customer will be automatically selected in this field.

• Ticket Type: Select the type of ticket for the issue. This field will help the agents understand the reason or topic to be addressed in the ticket, allowing them to provide more focused attention.

• Description: Enter the reason, topic, or situation related to the ticket. Try to be as detailed as possible, as this information will be valuable for the users.

• Campaign: Select the campaign to which the ticket will be assigned. By default, the campaign the user is working in will be selected, but it is also possible to choose a different campaign.

• Priority: Choose the ticket's priority based on the severity of the situation.

• Account: If the selected customer has accounts created on the platform, select the account related to the customer's product or service that will be addressed in the ticket.

Fill in all the requested information, verify that the information is correct, and click "Save" to add the ticket. If the process was performed correctly, you will be automatically taken to the management view of the ticket you just created.

Add Customer

If while entering ticket information you find that the customer is not yet created on the platform, click on the "Add Customer" button (located on the left) to add the new customer information. Another form will open where you will need to fill in the basic information of the new customer. By clicking Save, the new customer will be automatically loaded in the Customer field of the ticket form.