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Language switcher

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Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

Pending ticket

What is a pending ticket?

Marking ticket as pending is a way of signalling that more time is needed for it to be resolved. When a ticket is marked as Pending, it’s SLA timer is paused. This provides the agent responsible for this ticket with more time to find a solution.

It is not necessary for a ticket to be marked as Pending during it’s lifecycle, as it may be solved immediately and therefore marked directly as Resolved.

FAQ

What does a pending ticket mean?

A pending ticket is a ticket that the agent takes more time to resolve or needs additional information to resolve a customer's problem. This is most often the second stage in the ticket's life cycle.

 

Do you need to mark all tickets as pending?

Not every ticket has to be marked as pending. If the agent can provide a quick response then the ticket does not need to go through a pending status. This marking is useful for agents who have a lot of tickets and indicates that the customer is still waiting for support in this ticket.

 

Where can you check a list of pending tickets in LiveAgent?

You can check the waiting list of tickets in the tickets section next to all tickets. You can also filter the list accordingly to show you only pending tickets.

 

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