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By clicking on this option, a form will be displayed to allow open that allows you to merge the current ticket with another ticket on the platform. When merging two tickets, all their information will be combined, actionsincluding tasks, conversations, and even customer information (attachments. Additionally, if necessary, you will be able to merge the customer data associated with the tickets, including their contact details) will also be mergedinfo. Enter the ticket number of the ticket with which you want to merge with, select the ticket that will remain open, and specify if you also want to merge the customer information. To confirm the merging merge of the tickets, click on "Accept" “Accept”.
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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. |
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By 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 on “Accept” to confirm. Sagicc will redirect you to the Tickets module to continue working and the ticket will change its status to “Closed”.
Change Log
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Only for users with “Administrator” role |
By clicking on this option, you can view a list of all changes and/or modifications made to the ticket or its associated tasks. For each change in the list, you'll see the type of modification, the previous value of the changed parameter, the current value, the date of the change, and the platform user who made the change. Use the date filter to quickly and accurately find changes made within a specific time range.
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Interactions History
In the "Conversation" “Conversation”” tab (section 2), you'll you’ll find a timeline displaying that clearly and neatly displays all interactions (between your business and the customer, including calls, messages, etc.) between your company and the customerand other types of contact, both incoming and outgoing. For each Each interaction , provides relevant information is provided, such as the sender, the channel used, the date and time, a content 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 among others. By default, interactions are displayed in chronological order to make navigation easier and improve user experience.
At the top of the section, you’ll find buttons that allow you to quickly jump to the beginning or end of the endconversation, or as well as apply filters to view display 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.or within a certain date range. Additionally, you’ll find the “View old interactions” option, which lets you review the customer's previous tickets. By default, Sagicc only shows interactions from the current ticket, but using this option allows you to view interactions from other tickets as well, indicating which ticket each interaction belongs to.
To see the details of a specific interaction, click on the “See more” button. A window will open showing all the detailed information of the interaction.
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Generate Interactions
Within the “Conversation”” tab, you there will find be a floating box that allows will allow you to generate create new outgoing outbound interactions with your customer, whether either to respond reply to their messages or to make calls. Through this simple form, you can will communicate with your clients customers using any of the available outgoing outbound communication channels available in Sagicc.
To generate a new interaction, select and type the following information in the form:
Outgoing Outbound Channel: It is This will be the outgoing channel by through which you want to communicate with will contact the customer. Only the outgoing This list will only display the outbound channels enabled for the campaign to which the ticket belongs will be shown on the listto and for the user assigned to the ticket.
Contact Information: It's the customer's (or a third party's) contact information through which communication will be made. Once the output channel is selected, only compatible contact information will be displayed for the selected channel (e.g., for an "Email" type channel, only email type contact information will be displayed, for a "Telephony" type channel, only phone and mobile type contact information will be displayed).
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If the campaign to which the ticket belongs has the "Interact with other contact data" option enabled, you can click on "Search other contact data" to send interactions to contact details of other customers or third parties from a specific ticket. |
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At the bottom of the floating box, there will be additional options that, while not required to create an interaction, will help you speed up or customize the creation process according to your needs.
Add Signature: If the selected channel is of type “Email”, you can click here to automatically add your user signature (configured in your User Profile) to the body of the message. This will streamline the email drafting process.
Message Template (optional): It’s the message template you want to use for send the message. These templates are previously configured by the platform administrator in the Templates Module (see Templates 📑), organized into categories, and will expedite the interaction sending process. By selecting a template, it will be automatically loaded into the "Message" “Message” field of the form.
Survey (optional): Select one of the surveys previously configured in the Sagicc Survey Module (see Surveys ��) 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.
Expand Text: Click You will be able to click here to access text expansion tools (with or without tone adjustment) using Artificial Intelligence. Find more information here: AI Tools for users.
Message: It's This will be the body or content of the interaction you want to send to the customer. You can will be able to write it manually or upload load it through a Message Template..
Attachments (optional): If necessary, and if the communication channel allows it, you can drag and attach attachment files that will be sent will be able to select or drag files to attach them to the interaction and send them to the customer.
Depending on the selected outgoing outbound channel, the form will display additional fields to include in for the outgoing outbound interaction. For example, if you choose an "Email" outgoing “Email” as the outbound channel, the form will show fields such as Subject, Body, CC, BCC, display fields like “Subject,” “CC,” among others.
Once you have completed complete the form , simply according to your needs, you will click “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 within the conversation.
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As you start writing a message or making changes to the conversation form, this information will be saved automatically in your browser. If you leave the ticket view by closing the window, the browser, or moving to another page, you can recover the entered information up to that point. These changes will only be deleted when you send the interaction or when you click the “Clear” button. |
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In the “Agenda” tab (section 2), you can view the calendar of scheduled next actions for the user assigned to the ticket. With this agenda, users can validate their availability before scheduling the next action for a customer and avoid time conflicts.
Tasks
In the “Tasks” "Task" tab (section 3), you will see find the task form of for the campaign to which the ticket belongs. This form was previously configured by the your company's platform administrator within your company, and its fields depend vary depending on the type and objective of the campaign and its objective. By filling out this form and clicking "Save", the user will be able to add a task entry to the ticket’s task history.
By default, all tasks forms contain the fields Observations, Next Task Date, and Next Task Time. It is recommended that every task of a ticket includes an includes a clear and descriptive observation or comment.
If a ticket needs to be managed later (e.g., the customer requests to be called later or to receive information via email for review), a next task date and time can be specified for the ticket. Sagicc will take care of adding the task to the agent's agenda and reminding them when the next action date approaches. Additionally, in the list of Pending Tickets, priority will be given to tickets with scheduled next actions.
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As soon as changes are made to the action form, this information will be automatically saved in your browser. If you leave the ticket view, either by closing the window, the browser, or moving to another page, you can retrieve the entered information to that point. These changes will only be erased by saving the action or clicking the ”Clear” button. |
History
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.
Clicking on "View more" for each of the task entries will open a window displaying all the information captured by the user in the task form. To add a new task to the ticket, fill out the form and click “Save”. The task will be automatically recorded in the ticket's task history.
If the “Autocomplete Tasks” option is enabled in the campaign settings, the task form will automatically display the data from the last task when entering the ticket. Additionally, it will not be cleared after adding a new task, but will retain the newly entered data.
By default, all task forms contain the fields “Comments”, “Next Task Date”, and “Next Task Time”. It is recommended that each task includes a clear and descriptive comment for better ticket tracking.
If a ticket requires follow-up (for example, if the customer requests to be contacted later or receive information by email), a next task date and time can be set. Sagicc will automatically add the task to the user's agenda and generate a notification as the scheduled date approaches. Additionally, tickets with scheduled tasks will be prioritized in the Pending Tickets list.
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Changes made in the task form are automatically saved in the browser. If you leave the ticket view (by closing the window, browser, or navigating to another page), you can recover the entered information up to that point. The data will only be deleted if you save the task or click “Clear”. |
History
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 “View more” in a task, a window will open with all the information recorded in the task form. This information includes the entered comments, the date and time the task was performed, the user who performed the task, the date and time of the next task (if applicable), and any other fields configured in the form. This allows access to a detailed history of each task, facilitating follow-up and continuity in handling the ticket.
Attachments
In the "Attachments" tab (section 3), you will see a list of all the files attached to the ticket. These files include those sent by clients through any of the available communication channels, those sent by users directly from Sagicc, or those manually uploaded and associated with the ticket.
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