SAC 360° - Finished and Archived Services
In SAC 360°, the features of Close and Archive help maintain the operation's organization and the ticket history.
Closed Ticket
When closing a ticket, the conversation is closed within SAC 360°.
After closing, the ticket will remain in the tab Closed for 24 hours, as long as there is no new interaction, whether from the customer or the agent.
This feature allows you to organize the active ticket queue, keeping recent tickets easily accessible.
Archived Ticket
After 24 hours without new interactions, completed tickets are automatically moved to the tab Archived.
Archiving aims to keep the operation organized, removing old tickets from the main view without losing the conversation history.
Reopening the ticket
If the contact sends a new message or a user reopens the ticket, the conversation will be automatically reactivated.
All the ticket history is preserved, allowing the ticket to continue without losing previous information.
How to close a ticket
Go to the SAC 360°.
Locate and open the desired case.
Click on the ticket action options.
Select Close Ticket.
Important: After closing, the ticket will remain available in the tab Closed for 24 hours. If there are no new interactions, it will be automatically moved to the tab Archived.
Conclusion
The features of Close and Archive help keep SAC 360° organized, making operation management easier and preventing tickets from piling up in the main queue.
In addition, the conversation history is preserved, ensuring service continuity whenever the customer starts a new interaction or when a user reopens the ticket.
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