Overview

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.

Tickets are the central place where customer inquiries in Enneo are processed. Regardless of whether a request comes in via email, telephone, letter, chat, or through another channel, it is captured as a ticket and further processed there. A ticket bundles all the information that is important for processing an operation. This includes messages, customer and contract data, responsibilities, processing status, documents, as well as information about routing, AI detection, and automation.

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Getting Started Videos - Tickets

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Complete Transparency in the Processing Process

A ticket not only documents the communication with the customer but also all steps, decisions, and evaluations that arise during processing. This makes an operation technically comprehensible and can be reviewed, evaluated, or further processed later. Depending on the process and configuration a ticket includes among others:

• Customer and contract data
• Incoming and outgoing messages
• Attachments and documents
• Processing status, priorities and SLAs
• Tags, identified concerns, and process assignments
• AI results and automations
• Quality evaluations and evaluation results
• Activity log with processing steps and system events
• History of changes, handovers, and subsequent actions

This creates a complete view of the operation: Employees not only see what was communicated with the customer, but also how the ticket was processed, evaluated, forwarded, and/or automated.

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Cross-channel Communication

Enneo combines requests from different channels in a unified ticket view. This way, emails, phone calls, letters, chats, or other input channels can be consistently processed and comprehended. This supports daily processing on several levels:

• Messages are fully documented on the ticket
• Processing statuses are always transparent
• Responsibilities and handovers remain comprehensible
• Automations can take effect regardless of the input channel

Cross-channel processing thus forms the basis for uniform service and process management.

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Automation and AI Support

Enneo can automatically analyze, classify, and prepare tickets for further processing. This reduces recurring tasks and supports employees during processing. As soon as a ticket is received, various information can be recognized and processed:

• Identify concerns and assign to appropriate processes
• Tag or prioritize tickets
• Route tickets to appropriate teams or staff
• Automatically trigger standard processes
• Support employees in creating responses

This reduces manual effort, especially with high ticket volumes or standardized processes. The following articles explain the individual areas in detail - from the structure of a ticket to communication and status to routing, automation, and AI support.