APIs
Introduction to the API structure, authentication, endpoints, and Swagger documentation
System Integration
Connection of the contact channels, customer and ERP data, webhooks, events, and custom code
Routing & Tags
Configuration of tags and routing rules for automated ticket distribution
Teams & Roles
Creation of the organizational structure using teams, as well as administration of permissions
Tickets
Features in the ticket overview and processing of customer concerns with AI support
Working Tools
Creation of wiki articles, text modules, and abbreviations, usage of the catalog
AI Agents & Automation
Development, control, and monitoring of AI agents, optimization of performance towards dark processing
Reports & Analytics
Explanation of data tables, monitoring of events, as well as evaluation via dashboards and exports