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Access a Ticket
To access a specific ticket for management or to view and manage or check its information, you can do so from go to the list of pending tickets (accessed from the top options bar) , or from to the Tickets module Module (accessed from the side menu). Select the ticket you wish want to see view and click on the "Go to Ticket ticket" button or on the ticket number to access its management view. In this view, you 'll see will find all the information and tools necessary for providing to provide a complete and satisfactory customer service experience.
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Al ingresar a la vista de gestión del caso, tu estado dentro de la plataforma cambiará automáticamente a Busy, indicando que el agente se encuentra en un proceso de atención y gestión de un caso. Este estado no podrá ser cambiado de forma manual hasta salir o cerrar el caso. |
Screen Components
The ticket management screen consists of two (2) main sections:
Sección 1
In section 1, located at the top of the screen, is the most relevant information about the ticket and will always be visible to users. The information displayed is as follows:
Ticket number
Ticket status
Ticket creation date and time
Assigned user to the ticket
Customer's identification type and identification number***
Customer's first and last name***
Customer's account numb***
Refresh or update ticket information button
Options menu
Quick exit ticket button
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***By clicking on the customer data at the top, you will be taken to the Customer Profile associated with the ticket. |
In the options menu, you can access different actions that can be performed on the ticket to improve the management process. The following are the options available from the options menu:
Ticket Options
The following options are available from the options menu:
Reassign: When clicking on this option, a form will be shown that will allow you to reassign a ticket to another user within the same campaign or in a different campaign. You can also specify if you want to leave the ticket unassigned so that any available user can manually take the ticket, or if you want to reassign it to a specific user. Enter the information requested in the form and click on Accept. Sagicc will redirect you to the Tickets module so you can continue working on another ticket. The reassigned ticket will automatically be assigned to the specified user, who will see the notification of the new ticket in the top bar and in the list of pending tickets.
Merge: When clicking on this option, a form will be shown that will allow you to merge the current ticket with another ticket in the platform. By merging two tickets, their information, their management, their conversations, and customer information (including contact information) will be merged. Enter the ticket number you wish to merge with, select Merge customers if you also want to merge customer information, select the customer you wish to keep active after the merge, and click on 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. |
Related Tickets: Clicking on this option will display a list of tickets related to the current ticket and a text field that will allow you to relate the current ticket to another ticket on the platform. By relating one ticket to another, you will be able to see this relationship in the list of related tickets and be able to move faster between them to retrieve the information you need. Type the number of the ticket you want to relate to and click Accept to save the relationship.
Send Transcript: Clicking on this option will display a form that will allow you to select one of the customer's contact information (email) to send them a complete and detailed transcript of the conversation between the company and the customer. Select the contact information and click Accept. The ticket transcript will be automatically sent to the customer.
Open External View: 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.
Close Ticket: 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 Accept to confirm. Sagicc will redirect you to the Tickets module to continue working and the ticket will change to the Closed state.
Change Log (for administrators only): Clicking on this option will allow you to view a list of all changes and/or modifications made to the ticket or its management. For each change in the list, you will see the type of modification, the previous value, the current value, the date of the change, and the platform user who made the change.
Exit: Clicking on this option will redirect you to the Tickets module so that you can continue working on another ticket and your status within the platform will change from BUSY to AVAILABLE. The status of the ticket you were working on will not change.
Section 2
In section 2, located at the bottom of the screen, there is a panel consisting of two (2) or three (3) columns, depending on the user's configuration. This panel will allow you to access different tabs of information related to the customer, ticket, interactions, and management. A horizontal navigation menu will allow you to access each of the following tabs:
Customer: Detail of the customer associated with the ticket
Contact: Customer contact information associated with the ticket
Account: Customer 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.
Customer Details
In the Customer tab (section 2), you will see a form with the basic information of the customer associated with the ticket:
Document Type
Document Number
First Name
Middle Name
Last Name
Second Last Name
Date of Birth
Characteristics
Gender
Verify the information. If you want to edit it, make the necessary changes and click Save.
Additionally, in this tab, you can access the Similar Customer search, the Related Customer module, or view/modify the information of the User Assigned to the Customer.
Similar Customers
In case you suspect that the customer associated with the ticket may be duplicated, click on Similar Customers. Sagicc will search for customers who have similar information to the current ticket's customer. If similar customers are found, you can validate the similarity percentage and decide if you want to change the customer associated with the ticket for one that has more accurate information, or combine the customers to group all the information into one customer.
Related Customers
You will find a list of customers related to the customer associated with the ticket, you can add, edit or remove the relationship if necessary.
Assigned User
In case the customer has a specified assigned user, you can modify the assigned user by clicking on the Change Assigned User button. Select the new assigned user for the customer, and specify whether you want the assignment to apply to all campaigns or to a specific campaign. Validate the information and click Save to make the change of assigned user.
Contact Information
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 a new contact information and edit or delete a specific contact information.
Account
In the "Account" tab (section 2), you will see information related to the customer's account (associated with the ticket) and all its additional information. The account corresponds to any product or service that your company is offering to your customer and can have additional related information that will help in the ticket management process. From this tab, you can add a new account associated with the customer (to associate it with the ticket later) or edit the information of the current account.
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. |
Screen Components
The ticket management screen consists of two (2) main sections:
Section 1
In section 1, located at the top of the screen, you'll find the most relevant information regarding the ticket. Therefore, it will always be visible to users. The information displayed in this section is as follows:
Ticket number
Ticket status
Ticket creation date and time
Assigned user to the ticket
SLA Breach Alert
Details of the Last Survey Sent to the Customer
Customer's identification type and identification number, first and last name, and account number of the customer***
Refresh or update ticket information button
Options Menu (find the options described below)
Quick exit ticket button
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*** By clicking on the customer data at the top, you will be taken to the Customer Profile associated with the ticket. |
In the Options Menu, you can access different actions that can be performed on the ticket to improve the management process. Find the description of each option below.
Section 2
In section 2, located at the bottom of the screen, there is a panel consisting of two (2) or three (3) columns, depending on the user's configuration. This panel will allow you to access different tabs of information related to the customer, ticket, interactions, and management. A horizontal navigation menu will allow you to access each of the following tabs:
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.
Ticket Options
The following options are available from the options menu:
Reassign
By clicking on this option, a form will be shown to allow you to reassign a ticket to another user within the same campaign or in a different campaign. You can also specify if you want to leave the ticket unassigned so that any available user can manually take the ticket, or if you want to reassign it to a specific user. Enter the information requested in the form and click on “Accept”. Sagicc will redirect you to the Tickets module so you can continue working on another ticket. The reassigned ticket will automatically be assigned to the specified user, who will see the notification of the new ticket in the top bar and in the list of pending tickets.
Merge
By clicking on this option, a form will be displayed to allow you to merge the current ticket with another ticket on the platform. When merging two tickets, their information, actions, conversations, and even customer information (including their contact details) will also be merged. Enter the number of the ticket you want to merge with, select the ticket that will remain open, and specify if you also want to merge customer information. To confirm the merging of the tickets, click on "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. |
Related Tickets
By clicking on this option, you will be shown a list of tickets related to the current ticket and a text field that will allow you to relate the current ticket to another ticket on the platform. By relating one ticket to another, you will be able to see this relationship in the list of related tickets and be able to move faster between them to retrieve the information you need. Type the number of the ticket you want to relate to and click “Accept” to confirm the action.
Send Transcript
By clicking on this option, a form will display to allow you to select one of the customer's contact details (any of type email) to send them a complete and detailed transcript of the conversation between the business and the customer. Select the contact detail and click "Accept". The transcript of the ticket will be sent to the customer automatically.
Open External View
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.
Close Ticket
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 (for Administrator role users only)
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.
Additionally, with this option you’ll have access to a Business Rules Log, where you can verify if any rule was triggered or executed due to the creation, update, or management of the ticket. In this log, you can view the rule's name, the action triggered, and the date and time of the event.
Exit Ticket
Clicking on this option will redirect you to the Tickets module so that you can continue working on another ticket and your status within the platform will change from “Busy” to “Available”. The status of the ticket you were working on will not change.
Customer Details
In the “Customer” tab (section 2), you will see a form with the basic information of the customer associated with the ticket:
Document Type
Document Number
First Name
Middle Name
Last Name
Second Last Name
Date of Birth
Features
Gender
Verify the information recorded in the form. If you need to edit or update it, make the necessary changes and click on "Save".
Additionally, in this tab, you can access the Similar Customer search, the Related Customer module, or view/modify the information of the User Assigned to the Customer.
Similar Customers
In case you suspect that the customer associated with the ticket may be duplicated, click on “Similar Customers”. Sagicc will search for customers who have similar information to the current ticket's customer. If similar customers are found, you can validate the similarity percentage and decide if you want to change the customer associated with the ticket for one that has more accurate information, or combine the customers to group all the information into one customer.
Related Customers
Here you will see a list of customers related to the customer associated with the ticket, specifying the relationship between the main customer and the related customer. Additionally, you can add, edit, or delete relationships between the customer associated with the ticket and other customers registered on the platform.
To add a related customer to the customer associated with the ticket, you must specify a label for the main customer (the one associated with the ticket), select the customer you want to relate to the main customer, and assign a label to the related customer. Once the relationship is specified, click "Save" to finish and view the customer in the list of related customers.
Assigned User
In case the customer has a specified assigned user, you can modify the assigned user by clicking on the “Change Assigned User”.
Sagicc will display a form in which you must select the new user assigned to the customer and specify if you want the assignment to apply to all campaigns or to a specific campaign. Validate the information and click "Save" to make the change of assigned user.
Contact Information
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 a new contact information and Edit or Delete a specific contact information. You can also Add or Remove a contact from the platform's Block List.
To add a contact detail, select its type and enter the required information according to the selected type. Verify that all the information is correct and then click "Save" to add the new contact detail.
Account
In the "Account" tab (section 2), you will see information related to the customer's account (associated with the ticket) and all its additional information. The account corresponds to any product or service that your company is offering to your customer and can have additional related information that will help in the ticket management process. From this tab, you can “Add” a new account associated with the customer (to associate it with the ticket later) or “Edit” the information of the current account.
To add a new account, click on "Add Account". A form will open where you can enter the customer's account number. This can be numeric or alphanumeric. Additionally, you can add as many additional data as you need by clicking on "Add Additional Data" and specifying the name of the additional field along with its value. Once you have entered all the account information, click "Save" to associate the new account with the customer.
Ticket Details
In the "Ticket" tab (section 2), you will see a form with specific information related to the ticket:
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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 (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.
Verify the information on the form. If you want to edit or update the information, make the necessary changes and click on Save “Save”.
Conversation
In the "Conversation" tab (section 2), you will see 'll find a timeline with displaying all incoming and outgoing interactions (calls, messages, etc.) of the conversation between your company and the customer. For each interaction in the conversation, you will see relevant information such as: sender, channel through which the interaction was generated, date and time, and content. The messages are shown in chronological order for a better user experience.
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 show display the interactions associated with the ticket being viewedyou 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 the "View previous interactions" button. 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 it the interaction is related.
To view see the details of a specific interaction, click on the "View See more" button. A window will open showing all the detailed information of the interaction.
Inside the "Conversation" tab, you will see a floating box that will allow you to generate new outgoing interactions to your customer, either in the form of a call or message. Through this simple form, you can communicate with your customers through any of the available outgoing channels in Sagicc.
To generate a new interaction, select and type the following information in the form:
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Outgoing Channel: It is the outgoing channel by which you want to communicate with the customer. Only the outgoing channels enabled for the campaign to which the ticket belongs will be shown on the list.
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 configuration allows it, you can click on "Search for other contact information" to send interactions to contact information from other customers or third parties from a specific ticket. |
Add Signature: If the selected channel is of type "Email", you can click here to automatically add your user signature to the body of the message. This will streamline the email drafting process.
Message Template (optional): It's It’s the message template you want to use to for send the message. These templates are previously configured by the platform administrator in the Template Templates Module (see Templates 📑), organized into categories, and they will speed up expedite the message sending process. By selecting a template, it will be loaded into the "Message" field of the form.
Survey (optional): Select one of the surveys previously configured in the Sagicc Survey Module (see) 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 here to access text expansion tools using Artificial Intelligence. Find more information here: AI Tools for users.
Message: It's the body or content of the interaction you want to send to the customer. You can write it or upload 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 to the customer.
Depending on the selected output channel, the form will display additional fields to add to include in the outgoing outbound interaction. For example, if the selected output channel is of type "Email", the form will display the you choose an email-type output channel, the form will allow you to add the signature of the user assigned to the ticket and will display fields such as Subject, Body, Cc, Bcc, etc. fields... Once among others. Once you have completed the form is completed, simply click on the Send or Call button to send generate the message or make the call. If When the interaction is has been successfully generated successfully, you can view it in 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 “Clear” button. |
Campaign Script
In the Script “Script” tab (section 2), users can view the previously configured campaign script by the platform administrator.
Agenda
In the Agenda “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 “Tasks” tab (section 3), you will see the campaign task form that of the campaign to which the ticket belongs to. This form was previously configured by the platform administrator within your company, and its fields depend on the type of campaign and its objective. By filling out this form and clicking on "Save, the agent can ", the user will be able to add a task entry to the Ticket Tasks Historyticket’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 action task date and time can be saved 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 ”Clear” button. |
History
In the History “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 option
Clicking on "View more" for each of the tasks, task entries will open a window will open showing displaying all the information captured by the user in the action task form.
Attachments
In the Attachments “Attachments” tab (section 3), you will see a list of the files attached to the ticket. These files correspond to those sent by the customer through one of the available communication channels, those sent by the users directly from Sagicc, or those manually uploaded and associated with the ticket. From the list, you can Add a new attachment, Remove a specific attachment, or Download a specific file to your computer.
Notes
On In the Notes “Notes” tab (section 3), you will see find a list of notes associated with the ticket. These notes are a space where agents, or any user handling the ticket, users can store relevant information about the customer or the management process without the need for to save a complete recordmanagement entry. This information will be available privately available in the ticket, and the functionality allows you to customize the color of the note icon to any of your preferencecan customize each note with your preferred color.
From the list, you can Add “Add” a new note, “View”, View or Delete “Delete” a specific note.
Notes are a tool designed to improve user productivity. Notes associated with a ticket will only be available for consultation viewing within the ticket view. They will not be visible or included in dashboards, reports, or the external view of the ticket view.
Additional Tabs
In the event that your company's Sagicc instance has integrations with other systems or platforms (CRM, ERP, custom software, databases, webservices, etc.), additional tabs can be included in the ticket management screen to show forms for information capture or additional data for query or modification by users.
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