Feature Overview: Split Ticket

Hi all! We have good news for all of you who were waiting for new functions to be implemented in LiveAgent. In this week’s blogpost, I will introduce you to LiveAgent’s new feature called Split Ticket.

If you are using LiveAgent Helpdesk Software, you surely know how easy working with  tickets and solving customer issues is. Tag, transfer, resolve, open, close, asnwer or add notes to tickets. Everything’s there.

But have you ever wondered how to deal with a ticket where a customer needs to solve multiple issues suitable for different agents/departments?
With the Split Ticket feature, you can solve both problems faster and more effectively than ever before.

But have you ever wondered how to deal with a ticket where a customer needs to solve multiple issues suitable for different agents/departments?
With the Split Ticket feature, you can solve both problems faster and more effectively than ever before.

How does it work?

When you recieve a ticket where a customer needs to solve 2 or more different issues, you simply click the Split button. This will create a copy of the original ticket with new reference number and you can use it as a normal, valuable ticket with all features as usual. Let’s see a scheme on how that works:

Example

Your customer David is wondering how to setup and configure his default e-mail adress for e-mail communication with customers and also if there is a possibility to customize the chat buttons by our designers. We can clearly see this is a case suited for 2 different departments and your customer support agent will now use the Split Ticket feature to split and assign ticket for suitable agents/departments.

The Split button will simply duplicate the ticket with a new refference number and the agent can assign it to the right department.

Communication in ticket A, regarding the setup and configuration of email address will continue in the original ticket. Communication regarding design possibilities will be handled in ticket B, with a new reference number and assignee.

Conclusion

Implementing this feature was a suggestion from you, our precious customers. Please do get in touch with us, we value and appreciate all kinds of feedback! Suggest your ideas in the Suggestion forum.

If you own a perpetual license, don’t forget to login to your members panel and download the latest version of LiveAgent (which includes the Split Ticket feature). Hosted licenses were updated automatically.

Andrej Csizmadia

Our website uses cookies. By continuing we assume your permission to deploy cookies, as detailed in our privacy and cookies policy.