Customer Support Tickets

The Support module connects the voice of the customer with your support team. woku evaluates every negative response it receives and, if it detects a case that warrants attention, builds a complete support ticket and sends it to the customer support platform you have configured. Your team receives the case already assembled: what happened, what the customer is asking for and what action is suggested, without anyone having to read and transcribe the original feedback.

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Which responses generate tickets

A response enters the ticket engine when it meets all of these conditions:

• It is classified as negative (improvement opportunity).
• The customer is identified and did not choose to respond anonymously.
• It is a production response. Sandbox responses do not generate tickets.
• There is at least one enabled destination in the Support module.

Responses from wokus, NPS, CSAT and CES with a classified comment generate tickets. Forms do not generate tickets, but their responses are part of the customer history that the AI uses as context.

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Routing by trackers

Before going through the AI, the response is routed to a destination based on its trackers, the external attributes that accompany each piece of feedback (for example country, store or line of business).

• Each destination defines in which cases it receives tickets through conditions on trackers, grouped with And also and Or if: the destination matches when some Or group has all of its rows And true.
• Each condition uses the operator equals (an exact value) or is any value (all values of the tracker, without typing them one by one). To listen to several complete trackers, add an is any value condition for each tracker, joined with Or if. There is a maximum of 20 conditions per destination.
• The ticket belongs to the first enabled destination whose conditions match the response’s trackers.
• If no condition matches, no ticket is created. There is no default destination.

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AI triage

With the destination resolved, the AI decides whether the case warrants escalation. For this it receives the complete customer history (their responses by tool, how many were negative and how long they have been a customer) and the AI context defined in the destination. If it escalates, the AI builds the case: title, severity (high, medium or low), summary, description, history milestones, what the customer is asking for, suggested action, churn risk and language. All the content is marked as AI generated.

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Delivery to the destination

Delivery is asynchronous and with automatic retries: up to 5 attempts with increasing wait time between each one. The ticket timeline records Sent to the support team only when the destination confirms receipt. In Zendesk, in addition, the link to the remote ticket is saved, visible as View in customer support. An email destination records the delivery to the team, but does not save a remote link because the ticket travels as an email.

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Available destinations

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Zendesk

Requires an active Zendesk connection in Company → Integrations. When creating the destination you choose the connected account and, optionally, a Zendesk Group ID so that tickets reach a specific group. Check how to connect your account in Zendesk connector.

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Custom service

Sends the tickets over HTTP to any of your own systems. You configure:

• URL and method of the request.
• Authentication: none, username and password, Bearer token or API key in a header. The credential is stored encrypted and is not shown again.
• JSON template of the body, with {{...}} placeholders that are replaced with the case fields.

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Email

Sends the ticket to one or more email addresses, without depending on an external integration. When creating the destination you add the list of emails, up to 20 addresses. woku sends an email with the case summary, priority, customer, comment, what the customer needs and a link to view the ticket in woku. It does not require a connection or credentials.

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Configuring a destination

From Support → New destination you define the destination on a single screen:

1. Destination: the type of platform and a descriptive name, for example SAC Chile.
2. Connection: the connection data according to the chosen type.
3. AI context: free text of up to 2000 characters that the AI uses when deciding and drafting. The clearer the context (what this destination covers, which cases are critical), the better the AI decides.
4. Which tickets go to this destination: the routing conditions by trackers, with a natural language preview of the rule you are building.

The conditions require trackers with data, which are managed in Company → Trackers. Before saving you can use Test connection to validate the credentials against the real destination. Destinations can be enabled and disabled at any time. An inactive destination does not receive new tickets.

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Tracking

The main Support view shows the operation by period (day, week, month, year or all time): cards with the created tickets and their severity, and one card per destination with its status. When you enter a destination you see its detail and a table of tickets with name, tool, score, severity, AI summary and date, with search and filters.

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Ticket detail

Each ticket shows the origin of the feedback, the score, the original comment (with transcription if it was audio), the category, the summary, the case built by the AI, the churn risk, the history and the customer data, and the timeline with the delivery status to the destination. You can edit the ticket’s title, severity, summary and category before or after delivery, for example to adjust the priority that the AI assigned.

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More information