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To access a specific ticket and manage or check its information, you can go to the list of pending tickets (accessed from the top options bar) or to the Tickets Module (accessed from the side menu). Select the ticket you want to view and click on the "Go to ticket" button or on the ticket number to access its management view. In this view, you will find all the information and tools necessary to provide a complete and satisfactory customer service experience.
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All platform users, regardless of their role, will have access to the ticket management view. Users with the "Administrator" or "Supervisor" roles will have unlimited access to all tickets, regardless of who they are assigned to. On the other hand, users with the "Agent" role will be able to view all tickets unless the "Hide tickets from agents in other campaigns" option is enabled. In that case, agents will only be able to access tickets from the campaigns they have access to. |
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When you enter the management view of the ticket, your status within the platform will automatically change to "Busy", indicating that you are in a process of handling and managing a ticket. This status cannot be manually changed until you exit the ticket or close it. |
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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
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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.
The external view of the tickets is a simplified version of the ticket view, designed for stakeholders to easily access relevant case information. In this view, you will find sections with information about the cuustomer, the ticket, and the tasks created. These sections can be configured in the campaign to show or hide specific information as needed. Additionally, the view indicates if there are any pending surveys associated with the ticket that need to be completed.
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In the "Contact Information" tab (section 2), you will see a list of the contact information (emails, phone numbers, addresses, social media, etc.) for the customer associated with the ticket. These contact information are captured when the customer interacts with the company through one of the available communication channels, but they can also be manually managed. From the list, you can Add “Add” a new contact information and Edit “Edit” or Delete “Delete” a specific contact information. You can also Add “Add” or Remove “Remove” a contact from the platform's Block List.
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In the "Conversation" tab (section 2), you'll find a timeline displaying all interactions (calls, messages, etc.) between your company and the customer, both incoming and outgoing. For each interaction, relevant information is provided, such as the sender, the channel used, the date and time, a preview of the content, the read status, etc. The interactions are sorted chronologically to facilitate navigation and enhance the user experience. Additionally, at the top, you have tools that allow you to move the conversation to the beginning or the end, or apply filters to view only the interactions from a specific channel (e.g., WhatsApp).
By default, Sagicc will display the interactions associated with the 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 tickets in the platform, you will see these interactions in the conversation, with a note indicating the ticket to which the interaction is related.
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Depending on the selected outgoing channel, the form will display additional fields to include in the outgoing interaction. For example, if you choose an "Email" outgoing channel, the form will show fields such as Subject, Body, CC, BCC, among others. Once you have completed the form, simply click "Send" or "Call" “Send” or “Call”
to generate the message or make the call. When the interaction is successfully created, you will be able to view it in the conversation.
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In the “Notes” tab (section 3), you will find a list of notes associated with the ticket. These notes are a space where users can store relevant information about the customer or the management process without the need to save a complete management entry. This information will be available privately in the ticket, and you can 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 viewing within the ticket view. They will not be visible or included in dashboards, reports, or the external view of the ticket.
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