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Through the side menu, you can access the Tickets module.
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All platform users, regardless of their role, will have access to the Tickets module. |
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Sagicc will take you to a list where you can explore the existing tickets in the campaign you are working on (selected in the campaign selector in the top navigation bar). In this list, for each ticket, you can view a card with basic information such as the ticket number, its status, creation date, basic customer details, the channel through which the customer's most recent interaction was made, among other relevant information. To go to the management view of a specific ticket, click on the "Go To Ticket" button within the ticket card you wish to view.
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For users with the agent role, the tickets displayed in the Pending Tickets list will be automatically filtered by default. This means they will only be able to see tickets that are assigned to them, that are unassigned, and that have been generated in any channel configured for the campaign. If you want to change this behavior, enable the "View all tickets" parameter in the campaign settings. |
Next, we describe each of the components that you can see on the card associated with each ticket in the list:
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At the top of the ticket list, you'll find the "Filter" button. Clicking on it will open a window where you can select advanced filters to enhance your searches, apply filters, or reorder the list according to your needs. The available filters are as follows:
Creation Date: You can filter and search for tickets whose creation date falls within a specified date range.
Status: You can filter and search for tickets by specific statuses (new, transferred, closed, etc.).
Priorities: You can filter and search for tickets with high, medium, or low priority.
Customers: You can filter and search for tickets for one or more specific customers.
Users: You can filter and search for tickets assigned among All users, tickets assigned to specific users, or Unassigned tickets.
Campaigns: By default, the list displays the tickets of the campaign you are working on, but it is possible to search for tickets in more than one campaign.
Ticket Types: You can filter and search for tickets by specific ticket types (question, suggestion, etc.).
Channel Types: You can filter and search for tickets whose source channel type is one of the specified types (WhatsApp, Email, Telephony, etc.).
Features: You can filter and search for tickets of customers who have one or more specific features associated.
Organize: You can modify the order in which tickets are displayed according to the following criteria:
Oldest to newest tickets by creation date
Newest to oldest tickets by creation date
Oldest unread interaction to newest unread interaction
Newest unread interaction to oldest unread interaction
If the campaign associated with the ticket has a main management field configured, you can apply filters to find tickets whose last management matches a specific filter.
Additionally, from the list, you can perform massive actions on an specific 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:
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Close: This will allow you to close all selected tickets.
Merge: This will allow you to merge all selected tickets. To do sothis, 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 this, 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.
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