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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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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. 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 every each task of includes a ticket includes an includes a clear and descriptive observation or comment for better ticket tracking.
If a ticket needs to be managed later (e.g., requires follow-up (for example, if the customer requests to be called contacted later or to receive information via by email for review), a next task date and time can be specified for the ticketset. Sagicc will take care of adding automatically add the task to the agentuser's agenda and reminding them when the next action generate a notification as the scheduled date approaches. Additionally, tickets with scheduled tasks will be prioritized in the list of Pending Tickets , priority will be given to tickets with scheduled next actionslist.
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As soon as changes are made to the action form, this information will be Changes made in the task form are automatically saved in your the browser. If you leave the ticket view , either (by closing the window, the browser, or moving navigating to another page), you can retrieve recover the entered information up to that point. These changes The data will only be erased by saving the action or clicking the ”Clear” buttondeleted 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.
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 formBy 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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