Help desk e ticketNUOVO
Assisti i tuoi clienti in una console a tre pannelli, come fanno i migliori help desk: a sinistra, viste salvate con un contatore (non assegnati, miei, in ritardo); al centro, la coda con ricerca, ordinamento e azioni in blocco; a destra, la colonna di contesto del cliente con orologi SLA in tempo reale e un pannello IA dei ticket che classifica l'argomento, legge il sentiment, indica ticket simili e suggerisce articoli. L'email in arrivo si trasforma in ticket da sola, le automazioni basate su eventi e su tempo muovono la coda, il routing invia ogni argomento al team giusto, le macro rispondono con un clic e il CSAT misura il servizio alla chiusura. Gli incidenti raggruppano i ticket sotto una pagina di stato pubblica, ed esporti i report in PDF e XLSX. Tutto legato alla scheda del cliente, senza altri strumenti.
- Console a tre pannelli: viste salvate con un contatore, coda con ricerca, ordinamento e azioni in blocco, e una colonna di contesto del cliente.
- Orologi SLA in tempo reale per ticket: l'orologio scorre solo durante l'orario lavorativo e avvisa prima della violazione.
- Pannello IA dei ticket: classificazione, sentiment, ticket simili e articoli suggeriti accanto alla conversazione.
- Incidenti con una pagina di stato pubblica ed esportazione dei report in PDF e XLSX.
- Parent and child cases: one ticket can hang off another, with the full tree inside the ticket itself and a warning before you close a parent that still has an open child.
- Rule-based auto-replies: channel, category, priority, business hours, first customer message only and keywords, evaluated in order, and the first match wins.
- Outcome code at close: a short list you control, scoped to tickets, phone calls or both, with an optional required explanation and a report by outcome.
- Quick text in the composer: type :: and the start of a shortcut to drop in a ready phrase, from the personal, team and company libraries.
- Ticket email templates per event, language, category and queue, with a preview that shows which template won before anything goes out.
- Work tabs in the console: several cases open at the same time, each with its own draft and its own sub-tab.
- Scheduled follow-ups and reminders written in plain words, with the screen echoing the time that was saved, not the words you typed.
- A swarm session on the ticket: who was called, in what role, to answer which question, by when, and what was concluded.
- A supervision wallboard for whoever coordinates: queues, people and channels on a single screen that refreshes itself and separates what is about to breach in the next hour from what already breached.
- AI that acts under a policy: off by default; category and priority each set to off, suggest or automatic, and automatic only writes above the confidence threshold you define; a reply draft never goes out on its own and resolving is never automatic.
Gratis in Sellio, paghi solo la macchina
Un help desk con SLA, console e CSAT è di solito un abbonamento separato. In Sellio è incluso nel CRM: paghi solo per la macchina.
Nessuna richiesta dimenticata
L'SLA cronometra ogni ticket durante l'orario lavorativo e avvisa prima della violazione, così nulla resta senza risposta.
Prima risposta più rapida
Le macro e le risposte suggerite dall'IA consegnano il primo contatto in pochi secondi, mantenendo il tono del brand.
L'agente vede il cliente per intero
Trattative, contratti e conversazioni passate appaiono accanto al ticket, senza aprire un altro strumento.
Meno ticket, più self-service
Il centro assistenza pubblico risolve da solo le domande frequenti e alleggerisce la coda del team.
Supporto nello stesso sistema del CRM: l'agente vede trattative, contratti e cronologia del cliente senza cambiare scheda.
Le automazioni basate su eventi e su tempo, più il routing automatico, mantengono la coda in movimento da sola.
Le risposte suggerite dall'IA accelerano la prima risposta senza perdere il tono del tuo brand.
Un centro assistenza pubblico risponde alle domande comuni prima ancora che diventino ticket.
Una coda che si gestisce da sola
Ogni ticket porta con sé un SLA che conta solo durante l'orario lavorativo e avvisa prima della violazione. Le automazioni basate su eventi e su tempo riassegnano, danno priorità ed escalano, mentre il routing invia ogni argomento al gruppo giusto. L'agente si concentra sul risolvere, non sull'organizzare la coda.
Contesto completo in un'unica schermata
Nella console, la conversazione con il cliente si trova accanto alle note interne del team e all'intera cronologia nel CRM. Le macro applicano risposte e azioni con un clic e, alla chiusura, il sondaggio CSAT misura com'è andato il servizio.
La console a tre pannelli
A sinistra ci sono le viste salvate con un contatore, così sai a colpo d'occhio quanti ticket sono non assegnati, in ritardo o tuoi. Al centro, la coda con ricerca, ordinamento e azioni in blocco ti permette di riassegnare o chiudere più ticket in una volta. A destra, la colonna di contesto raccoglie la cronologia del cliente, gli orologi SLA in tempo reale e il pannello IA dei ticket, tutto senza uscire dalla schermata.
IA dei ticket e incidenti con una pagina di stato pubblica
Il pannello IA classifica l'argomento, legge il sentiment, mostra ticket simili e suggerisce articoli della knowledge base, così l'agente risponde più velocemente e con contesto. Quando accade qualcosa di più grande, i ticket si raggruppano in un incidente con una pagina di stato pubblica, ed esporti i report in PDF e XLSX per condividerli con chi ne ha bisogno.
Parent and child cases
A ticket can hang off another one. Point it at the parent and the children show up in a list inside the ticket itself, with the whole tree in view. The guards are real: the system refuses a loop, where A is the parent of B which is the parent of A, refuses a chain that runs too deep, and warns you when you try to close a parent that still has an open child. It fits the incident that spawns several tickets: you work the parent and see everything that depends on it.
Auto-replies became rules
It used to be one fixed text for every ticket that arrived. Now they are rules evaluated in order, and the first match wins: conditions on channel, category, priority, business hours, first customer message only and keywords, each with its own text. There is also the silent rule, which matches and deliberately says nothing, for the subject where any automatic reply gets in the way. The loop guard cannot be turned off: replying to an automated mailbox is two answering machines talking to each other forever. And anyone who never created a rule stays exactly as they were, with the single text they always had.
Outcome codes at close
Resolving a ticket used to mean free text in the Resolution field. That describes what happened, but it does not classify: two agents tell the same outcome ten different ways, and nobody can answer how many cases this month were a product defect and how many were a customer configuration mistake. Category does not solve it, because category classifies the subject at intake, not the outcome at the end. Now the outcome is a short list you control, in Settings. Each code has a label, a scope (ticket, phone call, or both, so the same vocabulary serves both channels instead of two lists saying the same thing) and a switch for requiring an explanation, for codes like "Other", which on its own explains nothing. There is a report by outcome, and the requirement to fill it in can be turned on. Three decisions matter. Turning the requirement on before any code exists blocks nothing, otherwise every ticket in the company would stop closing the day someone ticked the box, with nothing to pick. The requirement is enforced by the server, not by the screen, so closing from the list, from a macro, from the API or from the terminal goes through the same check. And a code already in use cannot be deleted, only deactivated: deleting it would take with it the meaning of every ticket closed under it, and the old reports would quietly start lying.
Quick text behind a typed shortcut
The only ready-made text in the console was the macro, and a macro also applies a status and a priority: dropping in a phrase changed the ticket without anyone asking for it. Quick text writes nothing but the text, which is why it can be light and personal. In the composer, type :: and the start of a shortcut to narrow the list, or :: on its own to see the whole library. There are three libraries, personal (only you see it), team and company, and the one closest to you wins, so you can keep your own version of ::hi without changing the house standard. A shortcut has no spaces and no colon and fits in 40 characters; the search ignores case and accents and looks at the shortcut, then the title, then the folder, never the body; and the order is always the same, so you never pick the wrong phrase from muscle memory. The phrases accept the same variables as macros, filled in at send time. Whoever administers can generate a starter company library, and running it again duplicates nothing and never overwrites what you rewrote.
The ticket email in the reader’s language
Five moments of the ticket can carry a text of your own: opened, updated, resolved, survey and closure. Each template is written in one language and can be restricted to a category, to a queue, or to both. The choice is declared and it runs in this order: the system first decides what to say, visiting the families from the most specific to the most generic (queue and category, then queue, then category, then the generic one), and only then in which language to say it, with the exact language first, then the same base language, then the reserve language. The language that counts is the requester’s, the person who reads it, not the agent’s. A family with none of those three languages is skipped: sending the generic text in the reader’s language beats sending the right text in a language they do not read. The preview shows which template won and in which language before anything goes out. And if you register nothing, nothing changes: with no template the ticket behaves exactly as it does today, so you can adopt this one queue at a time.
Several cases open, no draft lost
The console used to open one case at a time, and picking another replaced the previous one: whoever works in volume keeps three or four cases going and lost the draft at every switch. Now there is a tab bar above the conversation. A single click opens a preview tab, in italics, and the next preview takes its place, so browsing a queue of twenty cases does not open twenty tabs; writing in it or pinning it makes the tab permanent. The same case never opens twice, a blue dot marks a written and unsent reply, and each tab remembers the sub-tab you were on. Up to eight tabs: above that the oldest tab with no draft is dropped, and if every tab has a draft the limit gives way, because losing written work is worse than a long bar. Close saved takes the tabs with no draft and keeps the ones that have one. The tabs live in your own browser, on this device.
When the case does not end today
Two ways out, and neither is a note on the side. A scheduled follow-up is a task about the ticket: it can go to someone else and it shows in the day’s list like any other task; a reminder is always yours. You write when in your own words, "tomorrow 9am", "in 2 hours", "friday", in the ten languages of the product: a day with no time becomes 9 a.m. in the organization’s time zone, a duration keeps the current time of day, a time that has already passed goes to the next day, a day in the past is refused instead of guessed, and nothing goes further than 365 days. The screen echoes the time that was saved, not the words you typed, and says so when it assumed 9 a.m. or pushed the deadline to tomorrow. The swarm session, in turn, is the record of calling people in: who joined, in what role, to answer which question and by when. There is one open session per ticket; reporter and scribe are single seats, expert has no limit, and whoever is called gets a notice carrying the reason and starts following the ticket. Closing requires saying what was concluded, and that outcome goes back to the ticket as an internal note, so the next agent reads it without opening anything else. The swarm records the session, it does not open a Slack channel and does not start a video call: the conversation keeps happening where it already happens.
The supervision wallboard, made to live on a TV
It is the same operation seen by whoever coordinates, not by whoever answers. One screen, refreshing itself every 20 seconds, with big numbers and a traffic light, so it reads from five meters away. At the top, the headline: open, unassigned, waiting for a reply, what already breached, what is about to breach, and how many people are actually available. Below it, the queues ordered by what hurts first, the people with whoever is drowning at the top, the channels, and the trail of the latest assignments. Two readings the product could not give before. The first is the difference between "about to breach in the next hour" and "breached": a board that only shows the fire arrives late, so what can still be saved shows up in amber, and the window is yours, from 30 minutes to 4 hours. The second is the queue stranded by a skill: when a queue requires a skill nobody on the roster has, routing leaves the item unassigned on purpose, and from the outside "nobody has picked it up yet" and "nobody can pick it up" look identical. The board turns that queue red, because it is configuration waiting for people, not a system failure, and only whoever coordinates can fix it. The board is read-only: it points, it does not reassign. It belongs to whoever administers, because it shows every person’s workload. And when the deadline math looked at a sample instead of the whole, it says so on the screen instead of pretending completeness.
AI that acts, inside a policy you write
The AI panel always suggested; now it can write to the ticket, and the dial for how much it writes is yours, in Settings. Everything starts off. Once on, each of the two fields the AI can reach, category and priority, has its own mode: off, suggest or automatic. Only those two: resolve, close and reply are not on the list, and no mode includes them. In automatic, the AI only writes when confidence clears the threshold you set (80% by default), when the current value was filled by the form and not by a person (unless you allow overwriting) and while the daily cap on autonomous actions has not been reached; otherwise it goes back to suggesting, with the reason written next to it: low confidence, human value kept, cap reached. The cap is shared with the Copilot, so how much the AI has already acted today is a single count, and when it hits, the policy screen and the ticket say so instead of stopping silently. The proposed category has to be one of the options in your field; anything that matches none is discarded, never written. A reply draft is always a suggestion: accepting it puts the text in the composer, and sending remains your click. Every decision, act or suggest, is recorded on the ticket and in the audit trail, and you can ask it to classify now by hand, with the same policy in charge.
- 1
Collega l'email di supporto: i messaggi in arrivo diventano ticket nella coda.
- 2
Imposta l'SLA, l'orario lavorativo, i gruppi e le regole di routing.
- 3
Gestiscilo nella console con conversazione, note interne, macro e risposte suggerite dall'IA.
- 4
Chiudi il ticket, raccogli il CSAT e pubblica le risposte comuni nel centro assistenza.
Email di un cliente alle 22:00
Il messaggio diventa subito un ticket, il routing lo invia al gruppo giusto e l'SLA inizia a contare all'orario lavorativo successivo.
Una domanda che si ripete ogni settimana
Una macro risponde e chiude con un clic; se è molto comune, l'articolo del centro assistenza la risolve prima ancora che il ticket venga creato.
Un cliente arrabbiato con urgenza
Un'automazione basata sul tempo dà priorità ed escala il caso, e la console mostra l'intera cronologia così l'agente risponde con contesto.
The customer asked you to come back after month-end
You write "friday 9am" on the ticket, the follow-up becomes a task linked to it, and the screen confirms the time that was actually saved.
The case stalls and needs a specialist
You open a swarm session with the reason and the deadline, call the people you need, and what was concluded comes back to the ticket as an internal note.
Ho bisogno di un altro strumento di help desk?
No. Il supporto gira nello stesso sistema del CRM, con l'agente che vede trattative, contratti e cronologia del cliente senza cambiare scheda.
L'SLA conta al di fuori dell'orario lavorativo?
No, l'orologio SLA scorre solo durante l'orario lavorativo e avvisa prima della violazione.
L'IA risponde al posto mio?
Non sostituisce l'agente; il pannello IA classifica l'argomento, legge il sentiment, mostra ticket simili e suggerisce articoli per accelerare la risposta.
Come funziona la console a tre pannelli?
A sinistra ci sono le viste salvate con un contatore, al centro la coda con ricerca e azioni in blocco, e a destra il contesto del cliente con SLA e IA.
Posso gestire un incidente più grande ed esportare i report?
Sì, i ticket correlati si raggruppano in un incidente con una pagina di stato pubblica, ed esporti i report in PDF e XLSX.
Come fa l'email di un cliente a diventare automaticamente un ticket?
Il messaggio in arrivo diventa un ticket da solo e il routing invia l'argomento al team giusto, senza lavoro manuale.
Cosa fanno le automazioni basate su eventi e su tempo?
Riassegnano, danno priorità ed escalano i ticket da sole, mantenendo la coda in movimento senza che l'agente debba organizzarla.
C'è un sondaggio di soddisfazione del cliente?
Sì, il CSAT misura com'è andato il servizio non appena il ticket viene chiuso.
Questo riduce il volume dei ticket in arrivo?
Sì, il centro assistenza pubblico risponde alle domande comuni prima ancora che diventino ticket, alleggerendo la coda.
What is the difference between quick text and a macro?
A macro also applies a status and a priority; quick text only drops in the phrase, without touching the ticket, and it sits behind a shortcut you type after ::.
Do I have to register email templates for support to work?
No. With no template registered nothing changes, so you can adopt it one queue at a time.
Can an agent work several tickets at the same time?
Yes, the console has work tabs: up to eight cases open, each with its own draft and its own sub-tab, and Close saved never carries a written reply away with it.