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Documentation Index

Fetch the complete documentation index at: https://docs.enneo.ai/llms.txt

Use this file to discover all available pages before exploring further.

Regardless of the origin channel, a ticket is automatically generated for each customer request. The classic channels are chat, e-mail, letter and call.In addition to these, there is a customer center for personal appointments on-site, a portal for requests submitted via integrated web forms, and system for automatically generated tasks, such as those arising from Mako or NNA processes.

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Display

At a glance: Customer’s mood, content and subject, priority, assignment and status. The view can be sorted individually. Through the filter, specific tickets across many criteria can be retrieved directly. The bulk update allows for targeted actions across multiple tickets.
Ticket Overview

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Filter

In addition to the conventional filter functions, the filter offers additional possibilities that go beyond the classic limitation of tickets.

Filter

If skills (capabilities) are stored for the user, e.g. meter reading and bank data, the autopilot can be activated.
The topics in the filter are now pre-filled, and the user only receives tickets that match the stored skills in this mode.
By filtering for angry customers and targeted processing, escalations can be prevented.

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Bulk Update

The bulk update allows attributes of multiple tickets to be changed in a specific and consistent manner.

Bulk Update

Any number of tickets can be marked via the checkbox selection and subsequently updated in a single step.
This allows operational adjustments to be efficiently made across larger quantities of tickets without having to open each ticket individually.

Bulk Update

An update of status, agent, priority and due date behaves the same as in a single ticket.
When updating topics, all existing tags of the selected tickets are replaced. If topics are to be supplemented or removed only, separate options are available.
The “Reprocessing of AI” updates all AI results of the selected tickets. The processing takes place in the background and usually takes 5–30 seconds per ticket.
In daily business, it occurs that increased tickets on a specific topic are received and should be prioritized for short-term processing.
If the priority is set by bulk update, it remains even when the customer responds later, even if the new request relates to another, less relevant topic!
To ensure that the priority is based on the respective topic again when new feedbacks are received, it is recommended to use a tag such as “Temporarily prioritized” with the appropriate priority. This tag can be specifically added to the affected tickets, used during the prioritization phase, and then just as specifically removed again.