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Customer: Information of the customer associated with the ticket
Contact: Customer contact information associated with the ticket
Account: Information of the account associated with the ticket
Ticket: Ticket detail
Conversation: Conversation (incoming and outgoing interactions)
Script: Script of the campaign to which the ticket belongs
Agenda: Schedule of scheduled management activities for the agent associated with the ticket
History: Ticket management history
Attachments: Files attached to the ticket
Additional Tabs: Additional tabs configured in the campaign associated with the ticket.
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If the Read-Only view for closed tickets in the campaign is enabled, some actions and functionalities will be blocked in the ticket management view. Check more details at Tickets Options - Campaign Configuration. |
Ticket Options
The following options are available from the options menu:
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Ticket Type: Ticket classification (question, complaint, suggestion, claim, etc.).
Description: A brief description of the ticket for informational purposes.
Campaign: Campaign to which the ticket belongs.
Priority: Ticket priority within the campaign (critital, high, medium, low).
Account: Customer's account associated with the ticket. It identifies that the attention refers to a specific customer account. The information of the account selected in this field will be visible in the "Account" tab.
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