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Código: IDI-MA-01 |
Sagicc App - Ticket Management
- Laura Ortiz
When selecting a ticket from the Tickets List in the application, you will access the specific management window for that ticket. This window is divided into three main sections, allowing you to access the tools needed to carry out tasks and actions related to the ticket effectively, facilitating agile and efficient customer service.
Top Panel
In the top panel of the ticket management window, you'll see the ticket number you're viewing, along with the information of the customer associated with the ticket and a menu of options located in the upper-right corner. This menu provides access to various tools for managing the ticket. Additionally, in the upper-left corner, you'll find a button to return to the ticket list.
Clicking the "Options" button in the top bar will display a menu that provides access to the following tools/options for managing the ticket:
Ticket Information: Selecting this option will display a window with a form where you can view and/or edit ticket information, including status, creation date, assigned user, ticket type, description, campaign, priority, and associated account. Make the necessary changes and click the "Save" button to confirm them.
Customer Information: Selecting this option will display a window with a form where you can view and/or edit the information of the customer associated with the ticket, including customer type, document type and number, first name, last name, date of birth, and gender. Make the necessary changes and click the "Save" button to confirm.
Add Contact Data: When you select this option, a form window will appear where you can add new contact data for the customer associated with the ticket. Choose the type of contact information, fill in all the required fields, and click the "Save" button to confirm the changes and add the new contact information.
Tasks History: Selecting this option will open a window showing a list of previously created management tasks for the ticket. Clicking on any of these records will allow you to view details, including form fields, observations or notes, next management date, and user information.
Attachments: Selecting this option will display a list of files attached to the ticket, either sent by the customer or the user. Clicking on a file will allow you to download it to your device or delete it from the platform.
Transfer Ticket: Selecting this option will display a form that lets you transfer the ticket to another campaign and/or assign it to a specific user or randomly. Enter the required data to carry out the reassignment and click the "Save" button to confirm the action.
Close Ticket: Select this option when you have concluded the process and want to change the ticket status to "Closed". The application will request confirmation before closing the ticket. Click the "Accept" button to confirm.
Add Task: Selecting this option will open a window with the task form configured for the campaign to which the ticket belongs. Complete all required fields, add relevant observations and/or select a date for the next management. Finally, click the "Save" button to correctly add the management task.
Panel Medio
In the middle panel of the management window, you will find the conversation timeline between the customer and the agent/business. Here, you can view all interactions related to the ticket, both inbound and outbound, across the various communication channels available in Sagicc. Each interaction will display the type of channel used and the date/time it occurred, providing a comprehensive view of the conversation's progression over time.
Panel Inferior
In the bottom panel of the ticket management window, you will have the necessary tools to communicate with customers through various channels using text, emojis, multimedia/attachments, or preconfigured templates in Sagicc.
Message: In this field, write the message you wish to send to the customer via the selected channel and contact data. Click the "Send" button to deliver the message. For more structured messages like emails, you can use an advanced editor for drafting and sending.
Attachments: Click the "Attachments" button to access your device's file selector. Choose the file you wish to send, and it will be sent automatically via the selected channel.
Templates: Click the "Templates" button to display a popup with a list of templates previously created in Sagicc and associated with the selected channel type. Select the template you want to send, and its content will automatically populate the "Message" field of the form.
Channel: Click the "Channel" button to see the list of outbound channels associated with the campaign. By default, the channel used for the ongoing conversation will be selected, but you can choose another channel to continue communication. Once a channel is selected, the contact data will update to show only those associated with the selected channel.
Contact Data: Click the "Contact Data" button to see the list of the customer's contact data associated with the selected channel. You can choose a different type of channel to continue communication with the customer through a specific contact method.
| Versión | Fecha | Comentarios |
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| Versión actual (v. 1) | dic 10, 2024 21:19 | Laura Ortiz |