Customer care configuration
The configuration of Customer care decides how your company's desk behaves: the SLA targets, the reminders, who is in which team, the markets and tags you pick from, how long messages can be corrected, the language Atomo writes in and the connection to your helpdesk.
These settings belong to the active company and are managed for you by the Nucleo team. They're in Commerce > Settings > Customer care, a page with one tab per group of settings; when you open it, you see the message Module settings are restricted to Customer Care admins. To change any setting, contact the Nucleo team with the new value. See Getting help.
Settings you can ask for
| Tab | Setting | What it does | Values |
|---|---|---|---|
| General | SLA hours per priority | The first-response target of each priority. | 1 to 720 hours each. Defaults: urgent 4, high 8, medium 24, low 72. |
| General | Reminders | Automatic reminders on SLA breach and on idle tickets, and after how many days an open ticket counts as idle (Stale after (days)). | On or off; 1 to 60 days. Default: on, 3 days. |
| General | Message editing | How long authors can edit or delete what they sent (Window (minutes)). | 0 to 1,440 minutes. Default: 5. 0 switches editing off; a deletion always leaves a note in the thread. |
| Atomo | Language | The language Atomo writes in when it prepares a ticket from a customer request: title, summary and translated conversation. It applies to the whole company. | Italian (default), English, Spanish, French or German. |
| The delivery of notification emails, with a log of the latest emails sent and their status. | — | ||
| Teams & members | Teams & members | The teams of your desk and who belongs to each. | See Teams and members. |
| Markets, clients & tags | Markets and Tags | The markets (a code of up to 8 characters and a name, such as US — United States) and the tags your people pick from. Each tag shows how many tickets use it. | — |
| Gorgias | Gorgias (customer requests) | The connection to your helpdesk. | See Helpdesk connection. |
Teams and members
Each company's desk has a Customer Service team and one or more operational teams, such as Logistics. Being in a team decides what you can do on a ticket and who is notified; see Teams and roles in Customer care.
- To add a new colleague to a team, or move someone, send the Nucleo team the person's name and the team.
- The person must already have access to Commerce in your company. See Adding people.
- Until someone is in a team, they can't be mentioned unless they're already involved in a ticket.
Helpdesk connection
Customer requests come from your Gorgias account. To connect it, the Nucleo team needs:
| Field | What to provide |
|---|---|
| Subdomain | Only the subdomain of your Gorgias address: yourcompany for yourcompany.gorgias.com. |
| Account email | The email of the Gorgias account the integration uses. |
| API key | An API key of that account. It's stored encrypted. |
Once saved, the connection is tested straight away and shows connected, error or not configured. Replies you send from Nucleo appear on Gorgias under your own name.
Your personal preferences
Your own notification preferences — bell, email and sound — aren't part of this configuration: they belong to your account and apply to the whole of Nucleo. See Turn notifications or sounds off.