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changes.mady.by.user Laura Ortiz

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ENTITY

PROPERTIES

Ticket

  • Ticket

  • Ticket Type

  • Description

  • Status

  • Priority

  • Next Management

  • Type of Origin Channel

  • Creation Date

  • Update Date

  • Last Interaction Address

  • Rating

Customer

  • Document Type

  • Document Number

  • First Last Name

  • Second Last Name

  • First Name

  • Second Name

  • Date of Birth

  • Gender

Timers

  • Hours since created

  • Hours since opened

  • Hours since transferred

  • Hours since escalated

  • Hours since closed

  • Hours since last agent interaction

  • Hours since last customer interaction

  • Hours since last task

  • Day Time

  • Day of the Week

Survey

  • Response Date

  • Hours since link creation

  • Link Creation Date

  • Link Update Date

  • Creation Date

  • Update Date

SLA

  • Metric Compliance

Task

  • Observations

  • Next Management Date

  • Campaign form fields

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  • Send notification by email to the agent: Notifies the agent assigned to the ticket through a template sent by email to the login email.

  • Send notification by email to the campaign supervisor: Notifies the supervisor(s) assigned to the campaign where the ticket is located through a template sent by email to the login email.

  • Send notification by email to the customer: Notifies the customer of the ticket through a template sent by email to the email through which the customer communicated or, failing that, to all registered emails.

  • Change ticket status: Updates the ticket status to one of the available statuses (NEW, OPEN, ESCALATED, TRANSFERRED, and CLOSED).

  • Change ticket priority: Updates the ticket priority to one of the available priorities (LOW, MEDIUM, and HIGH).

  • Trigger Webhook: Makes an HTTP request to the specified URL or endpoint. It can send a default frame with all the information associated with the ticket affected by the rule or send a customized HEADER and BODY.

  • Reassign/Transfer ticket: Changes the user assigned to the ticket to the indicated user.

  • Move ticket to campaign: Changes the ticket to an indicated campaign.

  • Send notification by email (external): Sends a previously selected template to an indicated external email.

  • Send message by channel: Sends an interaction by the indicated channel to the valid contact data that the customer has or to the valid contact data through which they communicated.

  • Distribute ticket among campaign agents: Assigns the ticket to one of the agents who are available in the ticket's campaign.

  • Send survey: Sends a survey URL to the customer to evaluate rate the attention service received on during the ticket management.

  • Create task: Adds a task to the ticket with the indicated observation.

  • Assign a label to the customer: Assigns one or more labels, previously configured in the platform, to the customer related to the ticket.

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