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Documentation Index

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

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

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Video introductions

1. Tickets – Navigation and Interface

Ticket structure and central information and processing areas
Suggested responses, proactive emails, and follow-ups
Forwarding and bulk updating

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Full transparency in the processing process

A ticket documents not only the communication with the customer but also all steps, decisions, and evaluations made during the process. This makes a process technically comprehensible and can be reviewed, evaluated, or further processed later. Depending on the process and configuration, a ticket includes, 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 follow-up actions
This provides a complete view of the process: staff can see not only what was communicated to the customer, but also how the ticket was processed, evaluated, forwarded, and/or automatically processed.

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Cross-channel communication

Enneo combines requests from various channels into a unified ticket view. This enables emails, phone calls, letters, chats, or other incoming channels to 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 are traceable
  • Automations can take effect regardless of the incoming channel
The cross-channel processing thus forms the basis for a unified 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 assists staff in their processing. As soon as a ticket arrives, various information can be detected and processed:
  • Recognize concerns and allocate them to appropriate processes
  • Tag tickets or assign priorities
  • Route tickets to suitable teams or case workers
  • Automatically trigger standard processes
  • Support staff in creating responses
This reduces manual effort, especially with high ticket volumes or standardized processes.
A ticket is the central reference point for processing: here, communication, responsibilities, status, documents, AI results, and automation come together.
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.