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Create Tickets: Select this option if you want Sagicc to generate a ticket for each of the records in the account file. This functionality is useful for outbound campaigns.
Ticket Priority: Select the priority of the tickets to create. By default, tickets created from the file will have Low priority, but you can modify this priority at the time of the load. High priority tickets will be the first ones that agents will see in the Pending Tickets list.
Close Open Tickets: Select this option if you want Sagicc to close the current tickets of the campaign to only work on the tickets being created from the file.
Save Assigned User: Select this option if you are entering information in the "Assigned User" column of the account file and want to save the assigned user for each customer/account in the file. This way, the tickets created in the account load will be assigned to the specified users, and also, Sagicc will use this account assignment for future tickets of the customer.
Overwrite Data: When uploading an account template, Sagicc will detect duplicate records, i.e., records that already exist in Sagicc at the time of upload. Select this option if you want Sagicc to replace the information of duplicate records with the information from the file. If this option is not activated, duplicate records will not be modified
Click on Import to finish the process. Once finished, the dialog box will close, you will see the imported accounts in the list, and the tickets will have been created in the campaign.
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Ticket Options
Ticket Combinations: Enables or disables the option of ticket combination in the campaign.
Transcript Sending: Enables or disables the option of sending the transcript of the conversation of the tickets within the campaign.
Transfers between Users: Enables or disables the option of transferring tickets between users of the campaign.
Transfers between Campaigns: Enables or disables the option of transferring the campaign tickets to other campaigns.
Auto-complete ManagementsTasks: Enables or disables the option of auto-completing the management task form of the campaign tickets with the most recent ticket management task data.
View all Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the user assigned to them.
Interact with other contact tickets: Enables or disables the option that allows sending interactions to contact data of other customers in the campaign tickets.
Interactions only from assigned channels: Enable or disable the option that allows agents to only send interactions from the channels they have assigned within the campaign configuration.
Close tickets without management: Enables or disables the option to allow closing platform tickets if they do not have at least one management.
Close tickets without customer information: Enables or disables the option to allow closing tickets on the platform if they have incomplete customer information.
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