Filters help you sort tickets and keep them organized. You can create your own filters to match your needs and display only tickets relevant for you. You may also design categories in which the tickets will be sorted.
Filters support the organization of work in customer service. If you are receiving multiple tickets, it can be difficult to track them as well as find the one you need. Thanks to filters, you can find messages that are new, open or in need of a reply. Thanks to this, you know perfectly well how to find a specific ticket.
In LiveAgent, you'll find filters in the Tickets section. There you can create filters that will sort the tickets according to the conditions you set. You can freely create categories both in terms of the stage of service of a given ticket and its source (e.g. Facebook, website, telephone call).
Filters can be added by any agent as they see fit. They are primarily designed to improve work and operation on tickets. Thanks to the appropriate division, you can quickly find tickets from a specific category. For example, you can filter messages according to the stage of activities with a specific ticket or choose to filter by the source from which the query comes.
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