Dashboard manual · Revenda

"Chamados dos meus clientes" (My customers' tickets): the reseller's support queue, with deadlines and Copilot

"Chamados dos meus clientes" (My customers' tickets) is the queue in the reseller portal where the tickets that the Copilot did not resolve in the customers' accounts arrive: the reseller replies with their own brand, tracks the deadline of each ticket and escalates to the platform when needed.

When it appears: Appears in the "Seus clientes" (Your customers) group of the portal menu, only when the tickets feature is enabled for the reseller.

Who can use it

Role	What you see and do
Owner	The portal has a single access, the reseller's. Whoever signs in sees the queue, assigns, replies to the customer, keeps internal notes and escalates.
Admin	Does not apply: the team roles of a customer account do not exist in the portal. The reseller does not enter the customer's dashboard and sees only what the customer sent in the ticket and the diagnostic the customer allowed to attach.
Agent	An agent from a customer account cannot access the reseller portal.

Screens

"Chamados dos meus clientes" (My customers' tickets)

The "Chamados dos meus clientes" (My customers' tickets) screen is for seeing all the tickets opened by the reseller's customers, filtering by status, checking the deadline for the 1st response and for the solution, and defining who handles each one.

Address in the dashboard: /revenda/chamados

How to get there: Through the portal menu, in the "Seus clientes" (Your customers) group.

Contract notice

Reminds the reseller what they can see of the ticket.

Title: You do not enter the customer's dashboard: the reseller sees only what the customer sent in the ticket and the diagnostic the customer allowed to attach.
Tickets from the reseller's own service account go to the platform, not to this queue.

Filters

Selection buttons that show only one type of ticket; the live indicator beside them shows whether the queue is receiving updates in real time.

Buttons and actions

"Todos" (All): Shows all tickets.
"Abertos" (Open): Shows the tickets that have not been started yet.
"Em andamento" (In progress): Shows the tickets that are already being handled.
"Aguardando o cliente" (Waiting on the customer): Shows the tickets where the ball is in the customer's court.
"Escalados" (Escalated): Shows the tickets that were escalated to the platform.
"Prioridade alta" (High priority): Shows the tickets with High or Urgent priority.

Ticket queue

One row per ticket. The row is highlighted when a deadline is close to expiring.

Fields and filters

"Chamado" (Ticket): Short code, subject, category and how long ago the ticket arrived. Clicking opens the ticket.
"Cliente" (Customer): The account of the customer who opened the ticket.
"Situação" (Status): Open, In progress, Waiting for you, Resolved, Closed or Escalated to the platform.
"Prioridade" (Priority): Low, Normal, High or Urgent.
"1ª resposta" (1st response): Time left until the first-response deadline, which comes from the customer's plan. It shows as met, overdue or in red when less than 30 minutes remain.
"Solução" (Resolution): The same, for the deadline to resolve the ticket.
"Com quem" (With whom): List to assign the ticket: Nobody or your name. On an escalated ticket it shows Platform and cannot be changed.

Buttons and actions

"Tentar de novo" (Try again): On a loading error, fetches the queue again.

Footer: the deadline comes from each customer's plan; red means less than 30 min remain.
Filter with no results: No tickets in this filter.

Screen states

Loading: Skeleton card with gray lines while the queue loads.
Nothing here yet: No tickets from your customers: when the Copilot does not resolve something in one of your customers' accounts, the ticket arrives here, right away.
If something goes wrong: We could not open the tickets: the screen did not load, and no ticket was lost. It offers Try again.

"Chamado" (Ticket)

The ticket screen is for reading the conversation with the customer, seeing the diagnostic they attached, replying with the reseller's brand, keeping internal notes and escalating to the platform.

Address in the dashboard: /revenda/chamados/‹…›

How to get there: By clicking the code and subject of a ticket in the queue.

"Conversa" (Conversation)

The ticket thread, with the code, the customer, the category, the subject and the status.

Buttons and actions

"Chamados dos meus clientes" (My customers' tickets): Back button at the top: takes you back to the queue.

The public reply appears as the customer receives it, signed by the team of the reseller's brand. Only the internal note carries the name of whoever wrote it.
On an escalated ticket, the notice Escalated to the platform appears in place of the reply box; when the platform hands it back, the reseller replies to the customer.
On a resolved or closed ticket the reply box does not appear.

"Responder" (Reply)

The box for writing to the customer or saving a note.

Fields and filters

"Resposta como “‹marca›”" (Reply as “‹marca›”): The text that goes to the customer, signed by the brand's team. With Internal note checked, the label changes to Internal note (the customer does not see it).
"Nota interna" (Internal note): Checkbox: the text becomes a record that only the reseller's team and the platform see.
"Respostas prontas" (Canned replies): List of ready-made texts (Ask for proof of payment, Reconnect WhatsApp, Close for lack of reply) that go into the box for you to review.

Buttons and actions

"Sugerir resposta com o Copiloto" (Suggest a reply with Copilot): The Copilot reads the ticket and proposes a text based on the "Central de ajuda" (Help center) and the attached diagnostic. Nothing is sent until the reseller sends it.
"Usar e editar" (Use and edit): Puts the suggestion in the reply box for review.
"Descartar" (Discard): Closes the suggestion without using it.
"Enviar ao cliente" (Send to customer): Sends the reply to the customer; the ticket then waits for the customer. With Internal note checked, the button becomes Save note.
"Salvar nota" (Save note): Saves the internal note without sending anything to the customer.
"Escalar para a plataforma" (Escalate to the platform): Opens the dialog to send the ticket to the platform team.

While reading, the Copilot shows The Copilot is reading the ticket…; the suggestion lists the sources used.
With not enough material, the Copilot warns that it did not find enough and asks the reseller to write the reply or use a ready reply.
If sending fails, the text stays in the box so you can try again.

"Escalar para a plataforma" (Escalate to the platform)

Dialog that sends the ticket to the platform, with the context.

Fields and filters

"O que já foi tentado" (What has already been tried): Free text with what the reseller has already done; it goes along as an internal note.

Buttons and actions

"Cancelar" (Cancel): Closes the dialog without escalating.
"Escalar" (Escalate): Sends the ticket to the platform with the conversation, the internal notes and the attached diagnostic.

Diagnostic and details

Column beside the conversation.

Fields and filters

"Plano" (Plan): The customer's plan, when there is one.
"Prioridade" (Priority): The priority of the ticket.
"1ª resposta" (1st response): Deadline for the first response.
"Solução" (Resolution): Deadline for the solution.
"Com" (With): Who handles it: the assigned owner, Nobody or Platform.

Diagnostic the customer attached (read only): pairs of information sent by the customer. With no attachment, the screen says the customer did not attach the diagnostic and that the reseller can request it, because the reseller does not enter the customer's dashboard.

Screen states

Loading: Skeleton card with the back button.
If something goes wrong: We could not open this ticket: it may not belong to one of your customers, or the screen did not load.
Escalated ticket: Badge Escalated to the platform and a notice that, when the team hands it back, the reseller replies to the customer.

Step by step

How to reply to a customer ticket

Open "Chamados dos meus clientes" (My customers' tickets) and click the ticket you want.
Read the conversation and the attached diagnostic.
Write in the reply box, or choose a text in "Respostas prontas" (Ready replies) and adjust it.
Click "Enviar ao cliente" (Send to the customer). The ticket now waits for the customer.

How to use the Copilot suggestion on a ticket

Inside the ticket, click "Sugerir resposta com o Copiloto" (Suggest a reply with the Copilot).
Read the text and the sources.
Click "Usar e editar" (Use and edit), review in the box and click "Enviar ao cliente" (Send to the customer). To ignore the suggestion, click "Descartar" (Discard).

How to save an internal note on the ticket

Check "Nota interna" (Internal note) above the reply box.
Write the record and click "Salvar nota" (Save note). The customer never sees the note.

How to escalate a ticket to the platform

Inside the ticket, click "Escalar para a plataforma" (Escalate to the platform).
In "O que já foi tentado" (What has already been tried), tell what you did.
Click "Escalar" (Escalate). When the platform hands it back, reply to the customer.

How to find tickets whose deadline is about to expire

Open "Chamados dos meus clientes" (My customers' tickets).
Look at the "1ª resposta" (1st response) and "Solução" (Solution) columns: red indicates that less than 30 minutes remain.
Use the "Prioridade alta" (High priority) filter to see the most urgent ones first.

Frequently asked questions

Why can't I see the account of the ticket's customer?

The reseller does not enter the customer's dashboard. The reseller sees only what the customer sent in the ticket and the diagnostic the customer allowed to attach. If information is missing, ask the customer in the conversation itself.

Does the customer see my name in the replies?

No. The reply to the customer is signed by the team of the reseller's brand, never with the name of whoever wrote it or with the platform's name.

Does the customer see the internal note?

Never. Only the reseller's team and the platform see the internal note.

Is the Copilot suggestion sent automatically?

No. Nothing is sent until the reseller reviews it and clicks "Enviar ao cliente" (Send to the customer).

Where do the 1st-response and solution deadlines come from?

From each customer's plan. The row turns red when less than 30 minutes remain.

Where are the tickets from my own service account?

They go straight to the platform and do not appear in this queue.