What you will learn: > Structure of the Tickets tab > What is a ticket? > What is the difference between a ticket and a mention? > Structure of a ticket > How to create a ticket > Replying to a ticket > Who replies to a ticket > Display periods and filters in Tickets > Tickets reports > Setting up your operation > Automating your operation

1. How to work with Social Customer
Care in Scup
Introductory ContentScup Tutorials
Introductory ContentScup Tutorials

2. What you will learn
• Structure of the Tickets tab
• What is a ticket?
• Structure of a ticket
• How to create a ticket
• Replying to a ticket
• Display periods and filters in Tickets
• Tickets reports
• Setting up your operation
• Automating your operation
What you will learn

3. Where can I use Social Customer Care in Scup?
To use this feature, access the Tickets tab.
What is a ticket?
Tickets are situations that require service, assigned to Customer Service operators.
Example: Your project collected a mention for a user who needs technical support. This
mention can be assigned to an operator who must reply to it in order to close the ticket.
What is the difference between a ticket and a mention?
A mention is a post collected from a monitored social network. A ticket is a mention that
requires service and is assigned to an operator.
What is a ticket item?
After the ticket is opened, each interaction between the operator and the user is referred to
as an item. During the period in which the ticket is open, any collected mention for this user
will also be considered an item, that is to say, a part of the ticket.
Basic questions and
answers

4. To turn a mention into a ticket, choose the desired post in the Mentions tab and
click the Create Ticket option.
Creating tickets

5. When choosing this option, another screen will open for you to define the
service priority (urgent, high, low) and the Operator who will receive the ticket.
Creating tickets
The list will include the names of all operators who
have the operator permission level. Go to Settings
> Operators to view and modify the permission
level of operators.
From the color of the adjacent circles, you can
identify which operators are online (green) and
which are offline (gray). After the operator's name,
you can see how many cases each person is
working on.

6. After defining the conditions of the new ticket, the post is highlighted in orange.
Clicking on this will redirect you to the ticket content.
Your ticket has
now been
created and is
available in the
Ticket tab

7. This Scup module was created for you to provide service in social media. It
includes all the tickets created in your project. The idea is for this space to
become the central workspace for your Social Customer Care team.
Structure of the Tickets
tab
List of your
tickets.
Choose how you
would like to view
the ticket list with
filters.
Choose the time
interval in which you
would like to view
your tickets.
Send tickets on
mass by clicking on
Switch collaborator

8. Ticket Structure
Status of your
ticket.
User message and link to the
ticket history and space where
the response is posted.
Ticket creation time (not
the time the mention was
collected) and date or
time of ticket update.
Ticket priority.
Operator
responsible for
the ticket.
Important: You can change the Status, Priority and Operator on the ticket itself. To do this, simply
click on the down arrow next to each ticket and choose the desired option.!
Ticket identification
number.
Photo of the user, from the social media
in which the post assigned as a ticket was
collected, and a symbol to identify if the
last ticket message is public or private.
Name of the user who
posted the mention that
was assigned as a
ticket
See all ticket
activity or remove
the ticket

9. Ticket status
Select the ticket status: new, open, pending or resolved.
Important: after a certain time with no interaction between users and operators,
tickets with the "resolved" status are closed.!
New ticket: used to identify cases requiring service.
Open ticket: used to identify tickets that are waiting to be dealt with by the operator.
Pending ticket: used when the operator has contacted the user. The operator is waiting for your reply
or waiting for information from the area responsible for the case.
Resolved ticket: used when the service has been concluded.

10. Ticket priority
Select the response priority level for your ticket: urgent, high or low.

11. Operator
View the list of your Customer Service operators and choose the operator who
will be responsible for the ticket.
From the color of the adjacent circles,
you can identify which operators are
online (green) and which are offline
(gray).

12. Log
View the list of all actions performed on the ticket, such as change of status,
operator and priority. The log also shows the date on which changes were
made.

13. Display periods and filters in Tickets
In the display period, you set the time interval
in which you would like to see the ticket list.
The default period in Scup is one month.
Choose the filter you would like to use and click
Apply Filters. From among the options, you can
choose: With the ID, Sorted by, State, Priority,
By collaborator or Per tag.

14. By ID: Search for a ticket by its identification number.
Sorted by: Choose how you would like to view your ticket list. The list can be organized by
status, by creation date (ascending or descending) or by update date (ascending or
descending).
State: Choose whether you would like to see tickets by status, that is to say, new, open,
pending, resolved or closed.
Priority: Define the priority of the tickets you would like to see. You can choose from indifferent,
urgent, high or low.
By collaborator: View the tickets that have been assigned to each operator. You can choose
from the options of indifferent and none (a ticket that has not been assigned to any
collaborator), or select the desired operator.
Per tag: Choose to filter your ticket list by the tags assigned to the post.
Filters in the Tickets tab

15. In Scup, you can reply to a ticket in two places: in Mentions or in Tickets.
Replying to a ticket

16. In your Mentions tab list, you can find the post that was classified as a ticket.
Mentions
To reply to the ticket, click on the button highlighted below. After clicking on Reply, the reply box will
open for you to send your message to the
user.
Before sending the reply,
you can set the ticket
status.

17. You can also reply to the ticket in Mentions by clicking on the button where the
ticket was created.
Mentions
Click the button with the orange highlight, in
which the ticket was created. You will be directed to the content of this ticket
(including its history) in the Ticket tab, where
you will also find a space to reply.

18. In Tickets, you can reply to a ticket by clicking on the message text.
Tickets

19. Tickets
After clicking on the
user message, you will
be directed to the
adjacent screen:
This is the area used to reply to the user.
Ticket conversation history and data.

20. Ticket history and data
Conversation history: the history shows all exchanges between the user and
the operator. Each exchange is called a ticket item.
Ticket identification
number. Ticket Status and
Priority.
View the ticket conversation history.

21. For your Social Customer Care operation to maintain an average actual
response time, operators can send their own tickets to others at times outside
their working hours. Each operator can only send tickets from their own list to
others. However, those with Moderator, Administrator and Manager permission
levels can direct tickets from any list.
Distributing tickets
By clicking the box next to Switch
collaborator, all items will be selected
and you can then choose to whom you
would like to send your tickets.
You can choose to distribute the tickets
to an operator on the list or to none.
Important: When a ticket is directed to
none, it becomes available in the Tickets
tab for any collaborator to accept.

22. When a ticket is assigned to None, it becomes available for any operator to
accept. If the operator sees the Receive a ticket icon on the right of the Ticket
tab, this means there is a ticket that is not assigned to anyone. By clicking the
button, the ticket automatically changes from None to the name of the operator
who clicked it.
Receiving a ticket

23. You can send a specific ticket by e-mail by clicking on Send by e-mail.
The recipient will receive the ticket item sent and the conversation history.
Sending a ticket by e-mail
To send a ticket item by e-mail, go to the ticket you would like to send and click Send
by e-mail. Next, simply fill in the details with the recipient's e-mail address, the
subject and e-mail message.

24. By default, Scup sends an email to an collaborator whenever a ticket is created
and assigned to them. If you no longer want to be notified by e-mail, go to
Dashboard > Edit my settings > I want to receive e-mails about tickets openings
Receiving notification of new
tickets

25. To use classification by tags on your tickets, you need to classify the mention.
The tag assigned to the mention will then go to the ticket.
With classification by tags, you can see the number of cases for each subject in
Reports > Tickets> Top Tags.
Classifying a ticket
Select the tag for your mention
or create a new one. The
option selected will also be the
tag for the ticket created.

26. With Scup Permission levels, you can determine what each operator is able to do
in the monitoring project. You can choose from: visitor, classifier, publisher,
moderator, manager and administrator.
All the permissions levels, except fot the visitor, can answer mentions and
tickets, as long as this option is selected when you add the colaborator. You can
also choose if this collaborator will be considered in the automatic distribution of
tickets.
Who replies to a ticket?
To view and change
permission levels, go to
Settings > Collaborators.

27. To access your Tickets reports, go to Reports > Tickets.
Tickets reports

28. Tickets reports
Number of new tickets
and number of
resolved tickets.
Average time of the first response
to the ticket and the time for the
ticket to be identified and opened.
Hover your mouse over the report
to view the median and quartile
response times.
Percentage that complies
with the SLA Settings. To
see the actual number of
tickets, simply move your
cursor over the figure.
Total time: reports and statistics considering total time.
Business time: reports and statistics considering the hours
of service. These hours can be defined in Settings > Tickets.

29. Tickets reports
View the number of open and resolved tickets by date.
View the average time (in minutes) that your operation takes to open a ticket, make the first
response and resolve the ticket.

30. Tickets reports
View the time intervals taken to open a
ticket, make the first response and
resolve the ticket.
View the number of tickets per tag. With
this chart, you can identify the number of
tickets per case.

31. View details of your Social Customer Care operation per collaborator, in the
following categories: new tickets, open tickets and solved tickets.
Tickets reports

32. To configure your Social Customer Service operation, go to Settings > Tickets
Setting up your operation

33. Set the service hours for your operation
here.
By registering service hours, you can
obtain results from Service hours reports,
without considering the hours in which
the center does not operate. As a result,
your average response time will not be
impacted by times when there is no
service.
Setting up your operation

34. In SLA preferences and Other settings, you can define the response time
targets for your operation. This will be quantified and demonstrated in your
reports, showing data for service hours (the times at which service is available).
Setting up your operation
Select the maximum time for the first response to the ticket.
Select the time used for automatic ticket closing. In this case,
Scup will automatically close the ticket if there is no user
response within 3 days.

35. Closing a ticket
In your Social Customer Care operation on Scup, tickets will be closed based
on the SLA preferences and this cannot be performed manually.
Setting up your operation
The ticket will only be closed if there is no user interaction
in the set period. In the adjacent example, the ticket will be
closed in 3 days if there is no response from the user.

36. With Scup rules, you can automate your operation of Social Customer Care by
creating tickets automatically. To do this, register a rule in Settings > Rules>
Add new rule.
Before creating your rule, you will complete 4 steps:
1. Searches.
2. Condition.
3. Action.
4. Time.
Automating your
operation

37. 1) Searches: choose the search which your rule will be applied to.
Automating your
operation

38. 2) Condition: define what must occur for your rule to be applied.
Automating your
operation
Select this option to create a
rule for text (with or without an
exact expression), a user (for a
specific user,) or coverage (with
a minimum number of followers
or views).
Select this option to choose
the percentage of mentions
that should be collected in
your search.

39. 3) Action: choose what Scup should automatically do with the collected
mention and the conditions you created.
Automating your
operation
Classify and send alerts: Define
sentiment, apply tags and send alerts (you
can select multiple actions
simultaneously).
Ignore items: avoid trash in your monitoring
by ignoring the mentions that either match
or don't match your condition.
Create tickets: create tickets automatically.

40. If you select the Create Ticket option, Scup will automatically create tickets
according to the chosen conditions.
Automating your
operation
To create the ticket, you need to define who will receive it (Collaborator) and the service importance
(Priority).
Operator:
Automatic, online operators with fewer tickets.
Automatic, online or offline operators with fewer tickets.
Name of the operator.
Priority:
Low.
High.
Urgent.

41. 4) Time: in the final step, you define when your rule will be applied, by selecting
the day and time at which it will be active.
Automating your
operation

42. Creating a ticket from an expression and directing it to one of the operators.
Example of Automation
After selecting the searches to which this rule will be
applied, in step 2 (Condition) select the option By text,
user and reach> Containing the exact expression, and
enter the desired expression. In this case: “Problem”
Under Action, click on the Create Ticket option,
send it to the online operator with fewer tickets
and select the service priority.
Under Time, you define the period in
which this rule will operate. In this
case, you can enter the service hours
of your center.

43. Creating a ticket for a specific user.
Example of Automation
After selecting the searches to which this rule will be applied,
in step 2 (Condition), choose By text, user and reach> By the
user and enter the user name. In this case: Mark
Zuckerberg.
In step 3 (Action), select a specific operator
from your list and set the priority to urgent.
Since your user is an important
person, in the final step (Time),
make the rule valid for every
day of the week.

44. Would you like to
learn more?
Access our Help Center