Overview

Tickets are the central place where customer inquiries in Enneo are processed. Regardless of whether an inquiry comes in via email, telephone, letter, chat, or another channel, it is recorded as a ticket and processed further there.

A ticket bundles all the information that is important for processing a task. This includes messages, customer and contract data, responsibilities, processing status, documents, as well as information on routing, AI detection, and automation.

Introductory Videos - Tickets

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 a task technically comprehensible and can later be checked, evaluated or further processed.

Depending on the process and configuration, a ticket may contain among other things:

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

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

Cross-Channel Communication

Enneo consolidates inquiries from various channels into a unified ticket view. This means that emails, phone calls, letters, chats, or other input channels can be processed and tracked consistently.

This supports daily processing on several levels:

• Messages remain fully documented on the ticket
• Processing statuses are transparent at all times
• Responsibilities and handovers remain traceable
• Automations can take effect regardless of the input channel

Cross-channel processing therefore forms the basis for unified service and process management.

Automation and AI Support

Enneo can automatically analyze, classify, and prepare tickets for further processing. This reduces repetitive tasks and supports employees in processing.

As soon as a ticket arrives, various pieces of information can be recognized and processed:

• Recognize concerns and assign them to the appropriate processes
• Tag tickets or assign priorities
• Route tickets to the appropriate teams or caseworkers
• 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 through communication and status to routing, automation, and AI support.