What is an agent ticket scope?
Usually, in smaller companies, every agent is able to see all information. In big corporations, on the other hand, there is much secret information. Agent ticket scope helps to define, what tickets and information agents are able to see. Every agent is assigned to a ticket scope with different accesses. Another part of the agent ticket scope is the actions an agent can take within the system. Some agents can, for example, perform bulk imports and read all the internal notes, whereas others can only view ticket updates. Admins can define to which departments an agent will have access.
Frequently asked questions
What is an agent ticket scope?
The scope of the ticket determines which ticket an agent can see. If the business is small, the agent usually sees all the information. The opposite is true in large enterprises where some information is rather confidential. By using the Ticket Coverage Tool, you can define what information and tickets your agents can see. Agents have different request scopes with different accesses, and thanks to this functionality, you can overview what this scope is. The administrator decides which departments the agent has access to.
How to check agent ticket scope in LiveAgent?
The agent's ticket range can be checked by the administrator or the owner (even if they are not added to a given department) by going to โConfigurationsโ and then clicking โDepartmentsโ.
How to set agent ticket scope in LiveAgent?
To set the scope of agent tickets, go to the โConfigurationโ tab and then click on โDepartmentsโ or directly in the โEdit Agentโ window after clicking Ticket, Chats, Connections. Users with โagentsโ authority can view and respond to requests only from the department to which they have been added. Administrators can see the entire department even if they are not added to them. Similarly the owners, with the difference that they also have the option to directly start a chat or call in a department they do not belong to.
What is the scope of ticketing system?
The scope of ticketing system is to provide a system that allows an organization to track and manage customer support requests.
Expert note
Agent ticket scope helps define which tickets and information agents can access. It's important for managing confidential information and ensuring efficiency in larger corporations.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
LiveAgent offers various features for businesses to track and improve their customer support performance. This includes agent ranking, agent reports, and channel reports. The platform also offers a comprehensive glossary and resources on customer service benchmarks and email management. A free trial is available, and LiveAgent integrates with other project management and help desk software. Overall, LiveAgent can improve customer support and sales for businesses.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
Videos - Ticketing Software Deep Dive
This video discusses the importance of ticketing software in managing customer communication and queries, as well as the benefits of using different features within the live agent dashboard. It also covers topics such as free support ticketing software, free helpdesk ticketing system, Tidio ticketing review, and ticket management systems. Proper ticket management is crucial for efficient and productive customer service, including Best practices such as agent training, ticket prioritization, automation capabilities, and tracking agent performance.
