Tickets

The Tickets module is one of the most important within the platform as it contains all information related to interactions between your company and your customers through all customer service channels. When a customer contacts your company, Sagicc generates a ticket where all interactions are grouped, you can consult the customer's information, categorize and manage the service provided by the agent, and perform multiple actions.

Through the side menu, you can access the Tickets module.

Sagicc will take you to a list where you can navigate through all existing tickets in the platform. For each ticket in the list, you can see basic information such as the ticket number, status, creation date, and basic customer information. Additionally, you will see the icon of the channel through which the customer's most recent interaction arrived. To go to the management view of a specific ticket, click on the "Go to Ticket" button.

To find information on specific tickets, you can search, apply filters, or rearrange the list according to your needs. By clicking on "Filter", you can select advanced filters to perform better searches. The available filters are:

• Creation Date: You can filter and search for tickets whose creation date falls within a specified date range.

• Status: You can filter and search for tickets by specific statuses (new, transferred, closed, etc.).

• Priorities: You can filter and search for tickets with high, medium, or low priority.

• Customers: You can filter and search for tickets for one or more specific customers.

• Users: You can filter and search for tickets assigned among All users, tickets assigned to specific users, or Unassigned tickets.

• Campaigns: By default, the list displays the tickets of the campaign you are working on, but it is possible to search for tickets in more than one campaign.

• Ticket Types: You can filter and search for tickets by specific ticket types (question, suggestion, etc.).

• Channel Types: You can filter and search for tickets whose source channel type is one of the specified types (WhatsApp, Email, Telephony, etc.).

• Features: You can filter and search for tickets of customers who have one or more specific features associated.

• Organize: You can modify the order in which tickets are displayed according to the following criteria:

  • Oldest to newest tickets by creation date

  • Newest to oldest tickets by creation date

  • Oldest unread interaction to newest unread interaction

  • Newest unread interaction to oldest unread interaction

Additionally, from the list, you can perform massive actions on a set of tickets. Select one or more tickets from the list, and click on the "Massive Actions" button to execute one of the available actions:

• Close: This will allow you to close all selected tickets.

• Merge: This will allow you to merge all selected tickets. To do so, you must specify the main ticket that will remain open. Upon completion of the merge, the other tickets will be marked as "closed" and the information from the other tickets will be transferred to the main ticket.

• Assign: This will allow you to assign all selected tickets to a specific user.

• Add Task: This will allow you to add a single task to all selected tickets. To do so, you must fill out the task form for the campaign. Upon completion of the process, each ticket will have a new task.

The selected action will be performed in the same way for all tickets that have been selected.