Reasons for support

Reasons are used to identify and standardize the actions performed on the platform, such as completions, archiving, transfers, status changes, and CRM movements.

✅ How to create a reason

1. Go to the menu Settings.

2. Click on Support reasons.

3. Select Add reason.

4. Fill in the information:

   • Name: Enter a clear and objective name for the reason.

   • Reason description.

   • Add a department (if this reason is used for a specific department)

   • Type: Select which action this reason will be used for.

5. Click on Save.

After saving, the reason will be available for use according to the selected type.

📂 Reason types

When creating a reason, it is necessary to define where it can be used.

🔚 Support closure

Used when a support interaction is closed.

Examples:

• Request completed

• Customer did not respond

• Issue resolved

• Duplicate support ticket

🗄️ Support archiving

Used when a support interaction is archived for operation organization.

Examples:

• Old support ticket

• Conversation without follow-up

• Request closed

🏆 Card won (CRM)

Used when a card is marked as Won, indicating that the goal of the negotiation has been achieved.

Examples:

• Sale completed

• Contract signed

• Converted customer

❌ Card lost (CRM)

Used when a card is marked as Lost, recording the reason why the deal was not completed.

Examples:

• Customer gave up

• Competitor

• No response

• Out of budget

🚫 Unavailable for support

Used when the agent changes their status to unavailable.

Examples:

• Lunch

• Meeting

• Training

• Break

• End of shift

🔄 Support transfer

Used whenever a support interaction is transferred between users, queues, or departments.

Examples:

• Forwarded to the finance department

• Transfer to technical support

• Change of owner

• Support escalation

✏️ How to edit a reason

1. Access Settings > Support reasons.

2. Find the desired reason.

3. Click on the reason.

4. Make the necessary changes.

5. Click on Save.

⚠️ Deletion and hiding of reasons

After being created, a reason cannot be deleted or hidden.

This restriction exists to preserve the integrity of the platform's history, ensuring that all actions already performed (such as support closures, archiving, transfers, status changes, and CRM movements) continue to correctly display the reason used at the time of the record.

If a reason is no longer used by the operation, it must remain registered, even if it is no longer used in new actions.