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After merging the tickets, one of them will be in a Closed status and the other will remain in its current state. The merge operation cannot be undone once completed. |
Related Tickets: Clicking on this option will display a list of tickets related to the current ticket and a text field that will allow you to relate the current ticket to another ticket on the platform. By relating one ticket to another, you will be able to see this relationship in the list of related tickets and be able to move faster between them to retrieve the information you need. Type the number of the ticket you want to relate to and click Accept to save the relationship.
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Open External View: Sagicc provides you with a public read-only view of the ticket so that external people to your company or customers can view ticket information at any time. Clicking on this option will open the external view of the ticket in a new browser tab. Copy the URL or address of this external view to share with whoever you wish.
Close Ticket: Clicking on this option, Sagicc will ask you to confirm the closing of the ticket, i.e., its change of status to Closed. This action should only be performed when the ticket has been fully managed, as once closed, the ticket cannot be reopened. Click Accept to confirm. Sagicc will redirect you to the Tickets module to continue working and the ticket will change to the Closed state.
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Verify the information. If you want to edit it, make the necessary changes and click Save.
Additionally, in this tab, you can access the Similar Customer search, the Related Customer module, or view/modify the information of the User Assigned to the Customer.
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In the "Account" tab (section 2), you will see information related to the customer's account (associated with the ticket) and all its additional information. The account corresponds to any product or service that your company is offering to your customer and can have additional related information that will help in the ticket management process. From this tab, you can add a new account associated with the customer (to associate it with the ticket later) or edit the information of the current account.
Ticket Details
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In the Agenda tab (section 2), you can view the calendar of scheduled next actions for the user assigned to the ticket. With this agenda, users can validate their availability before scheduling the next action for a customer and avoid time conflicts.
Tasks
In the Tasks tab (section 3), you will see the campaign task form that the ticket belongs to. This form was previously configured by the platform administrator within your company, and its fields depend on the type of campaign and its objective. By filling out this form and clicking on Save, the agent can add a task to the Ticket Tasks History.
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