Sagicc Updates: More Operational Control, Greater Visibility in Customer Support, and New WhatsApp Capabilities 🆕📢

Hello! 👋🏻 Continuous improvement is a core part of our platform. In this new update, we are introducing new features and enhancements designed to optimize ticket management, strengthen operational process control, and provide greater visibility into interactions with customers. These updates will allow your team to work with greater efficiency, organization, and control in their daily operations. Discover them below:

New Version: Related Tickets 🔗

Did you know that in Sagicc you can relate one or more tickets that belong to the same customer, the same incident, or any situation that requires joint follow-up? From the Tickets Module, you can link one ticket to another and easily view all related tickets while carrying out the service process. In this new version of the feature, you will also be able to:

• Relate tickets in bulk by selecting multiple ones directly from the ticket list and linking them together with just a few clicks.
• View an indicator icon on the ticket card when active relationships exist, allowing you to quickly identify whether a ticket is part of a set of related tickets.

These improvements will facilitate the identification of shared contexts between tickets, improve the traceability of related situations, and allow your team to understand the full history of a customer situation. This will help avoid duplicate tasks, improve coordination between agents, and enable better decision-making with more context. If your operation manages multiple tickets associated with the same customer or incident, this functionality will help your team work with greater organization, visibility, and efficiency. 🚀

Minimum Task Configuration ⚙️

You will now have greater control over the quality of the service and task process before closing a ticket. With this new parameter, you will be able to configure, from the Campaigns Module, the minimum number of tasks a ticket must have before the platform allows it to be closed. If a ticket does not meet the required minimum number, it will not be possible to close it either individually or through mass closure. This feature will allow your team to ensure that every ticket receives the necessary follow-up, standardize operational processes, and strengthen service quality before completing a task.

Visual Indicator for Active Tickets Without Agent Response 👀

Identifying response opportunities will now be much easier. We have added a new visual indicator that will allow you to quickly identify active tickets that have not yet received an agent response ("Not Replied"), both in the general ticket list and in the pending tickets list. This improvement will facilitate service prioritization, allow faster responses to waiting customers, and help your team maintain more agile and competitive response times.

Automatic Execution of Bulk Messaging Processes 🚀

From now on, bulk messaging processes can be configured to run automatically once they have been initialized, without requiring additional actions from the user. This improvement will streamline operations, reduce manual tasks, and allow your team to launch communication campaigns more efficiently, quickly, and reliably.

Capture and Display of Customer Reactions in WhatsApp Messages 👍

We continue strengthening our integration with the official WhatsApp Business platform. Sagicc will now receive, process, and display the reactions that your customers make to messages sent through WhatsApp. Within the ticket conversation view, you will be able to identify the reactions sent by customers and the specific message they refer to. This functionality will allow your team to better understand customer responses to the messages sent, enrich the conversation context, and improve interaction tracking.

With these new features, we continue expanding Sagicc’s capabilities to help you manage tickets more efficiently, improve communication with your customers, and simplify your team’s daily operations. If you would like to learn more about these improvements, you can consult the User Manual or contact our help desk, where our team will be ready to assist you.

Additionally, if you have an improvement idea or a feature you would like to see on the platform, you can share it with us here. Your feedback is essential for continuing to evolve Sagicc. Thank you for trusting Sagicc to support your company’s operations. See you next time! 🚀