SAC 360º - How to display new tickets at the top

To simplify the management of service cases in your SAC, SAC 360 Omnichannel allows you to configure the order in which cards appear in Kanban mode. This ensures that the most recent cases are always visible at the top of the screen, optimizing response time and team organization.

Step by step to configure the order of service cases

1. Access SAC 360

• In the service find bar, go to: General > SAC 360 Omnichannel

1. Go to SAC Settings

• Click on Funnel / Pipeline > General settings

1. Adjust the sorting options Within the general settings, you will find two important options: 1. Move cases to the top when receiving new messages

• When enabled, this option causes any case that receives a new message from a customer to be automatically moved to the top of the list in the current funnel stage.

• Ideal to ensure that active conversations become visible immediately.

2. Position of new cases

• Defines where new cases will be displayed within the “Waiting” stage of your funnel.

• You can choose between:

• Start: New cases are placed at the top of the stage, showing the most recent first.

• End: New cases are placed at the end of the stage, keeping the oldest at the top.

Important tip

For teams that handle a high volume of cases, we recommend configuring both options so that the most recent and active cases are always visible, avoiding delays in first contact or in resuming conversations.

Conclusion

Keeping cases organized and prioritizing the most recent or active ones is essential to ensure agility in customer support. With the correct settings in SAC 360 Omnichannel, your team gains greater visibility over the cases that truly need attention, preventing oversights and improving the customer experience.