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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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Message Template (optional): It's It’s the message template you want to use to for send the message. These templates are previously configured by the platform administrator in the Template Templates Module (see Templates 📑), organized into categories, and they will speed up expedite the message sending process. By selecting a template, it will be loaded into the "Message" field of the form.
Survey (optional): Select one of the surveys previously configured in the Sagicc Survey Module (see) and send your customer a link so they can access the survey and complete it.
Record Audio/Voice (optional): Send your customers audio/voice notes by recording them from Sagicc using your microphone and sending them through one of the available communication channels. To record the voice note, you need to give your browser permission to access the microphone. Once permission is granted, Sagicc will start recording, you can listen to the recorded note and you can save it to attach it to the interaction and send it.
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