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Sagicc will take you to a list where you can navigate through all existing tickets in the platform. For each ticket in the list, you can see basic information such as the ticket number, status, creation date, and basic customer information. Additionally, you will see the icon of the channel through which the customer's most recent interaction arrived. To go to the management view of a specific ticket, click on the "Go to Ticket" button.
To find information on specific tickets, you can search, apply filters, or rearrange the list according to your needs. By clicking on "Filter", you can select advanced filters to perform better searches. The available filters are:
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Additionally, from the list, you can perform massive actions on a set of tickets. Select one or more tickets from the list, and click on the "Massive Actions" button to execute one of the available actions:
Close: This will allow you to close all selected tickets.
Merge: This will allow you to merge all selected tickets. To do so, you must specify the main ticket that will remain open. Upon completion of the merge, the other tickets will be marked as "closed" and the information from the other tickets will be transferred to the main ticket.
Assign: It will allow you to assign or reassign all the selected tickets to a specific user or move them to a specific campaign.
Add Task: This will allow you to add a single task to all selected tickets. To do sothis, you must fill out the task form for the campaign. Upon completion of the process, each ticket will have a new task.
Redistribute: This feature allows you to randomly redistribute the selected cases among all agents assigned to the campaign or randomly among a specific group of agents.
The selected action will be performed in the same way for all tickets that have been selected.
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