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A Ticket is a communication thread between a customer and a company's support staff. Tickets store Emails, Live chats, Phone calls, Facebook messagesOld Boutique Navy Old Navy Boutique Jacket Boutique Jacket p4qn4HZf, Cotton Black Black M65 M65 Cotton M65 Waxed Cotton Black Waxed Waxed xaX5nndBI, internal notes, or other data related to a single customer issue, all neat in one place.
LiveAgent will automatically sort your company communication into Tickets. You can easily find and review the history of every communication between you and your customer, at any time. LiveAgent stores the complete communication history without any limitations.
Ticket Reference Number (ID)
Each Ticket has a unique reference number (ID), which will help you quickly locate, add to, or communicate the status of the user's issue or request.
Throughout a Ticket's life, it can obtain various states. When it comes to the system for the first time, it's marked as "New". After it's replied to, it's marked as "Answered". When the customer replies again, the Ticket is marked as "Open".
ExampleIn the picture below you can see 1 answered, 2 open, 2 resolved, and 1 postponed ticket.
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Make sure your Agents always have their optimal load. Define how many Tickets, Chats, and Phone calls they can handle. Automatically rotate phone duty, set pause times and let them rest when they need it.
Routing and Escalation rules
Assign Tickets at any stage in their life to individual Agents or whole Departments. Set your own Rules and criteria for Ticket distribution based on Ticket parameters, events, or time-based conditions.
Ticket Ownership, Responsibility & Transferring
Easily manage ticket responsibilities. Change the ownership of a Ticket to a different Department or even an individual Agent. Always know who is responsible for solving each Ticket. Never hear that "I didn't know it was my responsibility" again.
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- Hybrid ticket stream
- Automated ticket distribution
- To solve button
- Time Rules
- Time tracking
- Service-Level-Agreement (SLA)
- Business hours
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- Internal tickets
- Contact fields
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- Mass actions
- SPAM filters
- Merge tickets
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- Canned messages (Macros)
- Predefined answers
- Copy & Paste images
- Export tickets
- Search & Replace
- Split tickets
- Email notifications
- WYSIWYG editor
- Online ticket history (url)
- Multiple ticket tabs
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- Agent ranking
- Contact forms
- Contact form gallery
- GIFs in tickets
- Audit log
- Tickets export
- Real-time chat
- Proactive chat invitations
- Chat button gallery
- Chat button animations
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- Chat window docking
- Chats overview
- Chat history
- Online visitors
- Chat distribution
- Real-time typing view
- Chat Embedded Tracking
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