✏️Service reason

The "service reason" item allows managers to conveniently and centrally record and manage the reasons customers contact support. Regardless of the channel, it effectively aids data analysis.

Setup

Located at the top right of the list, “Add Service Reason” lets you create new entries; each existing entry also has an “Edit” button. Clicking it will take you to the content editing page where you can edit or add related information.

Basic

Enter the main editing interface, which displays the fields that make up the basic settings. The list of fields is as follows:

Category settings:

Required	Name	Description
	Enable	Choose whether to enable it. If not enabled, this category and its service reasons will not be displayed to agents on the service screen in the “Workspace.”
	Category name	Enter the name of this category. This is a required field.

Add service reason:

Required	Name	Description
	Whether enabled	Choose whether to enable it. If not enabled, this item will not be shown to agents in the “Workspace.”
	Service reason category	Enter the name of this category. This is a required field.
	Service reason name	Enter the name of this reason. This is a required field.
	Description	Service result remarks field.
	Associated channel integration	If “Channel Integration” is set, this item will only appear when a customer comes in through the relevant “Channel Integration.” If not specifically designated, leave it empty.

Scenario simulation

After configuration is complete, you can use the “Scenario Simulation” above the list to simulate the view that service staff see in the “Workspace.”

In the scenario simulation you can switch “Channel Integration” to check whether the service reasons you configured are correct.