SAC 360º - I can't find the tickets

The SAC 360º module is a powerful tool to manage customer service, offering two main viewing modes: list and kanban.

Each of these views has its particularities and advantages. This article explains how to find tickets in SAC 360º using both views and highlights the differences between them.

1. List View

The list view in SAC 360º organizes tickets in a linear structure, categorizing them into three standard and universal system states:

1. Waiting: Tickets that have not yet been started or that are awaiting action from the customer or the agent.

2. In Service: Tickets that are in progress, where the customer and the agent are in active communication.

3. Completed: Tickets that have been completed and do not require further actions.

How to Find Tickets in List View

1. Access the 360º CUSTOMER SERVICE.

2. Select the view option List.

3. Use the available filters to select the desired state: Waiting, In Service, or Finished.

4. Browse the list to find the specific ticket.

In the example above, the ticket has a kanban stage, thus appearing in the other view mode. Different from the other screenshot below which has no stage, but is in the attending status PRO LIST MODE.

2. Kanban View

The kanban view in SAC 360º allows a more visual and customizable approach to managing tickets. The kanban stages of a ticket are customizable, allowing you to adapt the workflow to the team's specific needs.

Challenges of Kanban View

• Difficulty Finding Leads with Default Status: Sometimes, customers may have difficulty finding a lead in the kanban because it has the system's default statuses (Waiting, In Service, Finished).

How to Find Tickets in Kanban View

1. Access the 360º CUSTOMER SERVICE.

2. Select the view option Kanban.

3. Review the custom columns to check the ticket stages.

4. If you do not find a lead, check if it is in one of the default states (Waiting, In Service, Finished) that were not customized in the kanban.

5. Adjust the kanban stages as needed to include all relevant states.

3. Funnel View

Funnels in SAC 360º are an advanced way to manage tickets, allowing you to track progress across different stages of a more complex process. Depending on the ticket's stage, it may change funnels, which can cause confusion if not well managed.

Challenges of Funnel View

• Confusion in Funnel Transitions: Agents can get confused when tickets move from one funnel to another.

• Complexity: Requires a deeper understanding of the ticket process to be used effectively.

How to Find Tickets in Funnel View

1. Access the 360º CUSTOMER SERVICE.

2. Select the view option Funnels.

3. Navigate through the different funnels available to find the specific ticket.

4. Pay attention to transitions between funnels, checking if the ticket changed stage or funnel.

5. Use filters and advanced search criteria to locate tickets that may have changed funnels.