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Send Transcript: By clicking on this option, a form will display to allow you to select one of the customer's contact details (any of type email) to send them a complete and detailed transcript of the conversation between the business and the customer. Select the contact detail and click "Accept". The transcript of the case ticket will be sent to the customer automatically.
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To add a new account, click on "Add Account". A form will open where you can enter the clientcustomer's account number. This can be numeric or alphanumeric. Additionally, you can add as many additional data as you need by clicking on "Add Additional Data" and specifying the name of the additional field along with its value. Once you have entered all the account information, click "Save" to associate the new account with the customer.
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By default, Sagicc will display the interactions associated with the case ticket you are viewing. If you need to know if the customer has previously contacted your company, scroll to the beginning of the conversation and click on "View previous interactions". If the customer has other associated cases tickets in the platform, you will see these interactions in the conversation, with a note indicating the case ticket to which the interaction is related.
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In the “History” tab (section 3), you will see a list of all tasks that Sagicc users have performed on the ticket. An task corresponds to filling out the task form of the campaign that the ticket belongs to and saving the form information. By clicking on the “View More” option
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Clicking on "View more" for each of the tasks, task entries will open a window will open showing displaying all the information captured by the user in the action task form.
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Attachments
In the Attachments “Attachments” tab (section 3), you will see a list of the files attached to the ticket. These files correspond to those sent by the customer through one of the available communication channels, those sent by the users directly from Sagicc, or those manually uploaded and associated with the ticket. From the list, you can Add a new attachment, Remove a specific attachment, or Download a specific file to your computer.
Notes
On In the Notes “Notes” tab (section 3), you will see find a list of notes associated with the ticket. These notes are a space where agents, or any user handling the ticket, users can store relevant information about the customer or the management process without the need for to save a complete recordmanagement entry. This information will be available privately available in the ticket, and the functionality allows you to customize the color of the note icon to any of your preferencecan customize each note with your preferred color.
From the list, you can Add a new note, View, or Delete a specific note.
Notes are a tool designed to improve user productivity. Notes associated with a ticket will only be available for consultation viewing within the ticket view. They will not be visible or included in dashboards, reports, or the external view of the ticket view.
Additional Tabs
In the event that your company's Sagicc instance has integrations with other systems or platforms (CRM, ERP, custom software, databases, webservices, etc.), additional tabs can be included in the ticket management screen to show forms for information capture or additional data for query or modification by users.
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