What is a suspended ticket?
LiveAgent can detect spammy looking emails. In some helpdesk systems, these kinds of tickets are called suspended tickets. In LiveAgent however, they’re simply called SPAM. When a ticket is marked as SPAM, it’s not included in the “to solve” queue but it’s set aside. If you decide that a particular ticket is not SPAM, you can unmark it and add it to the regular queue.
LiveAgent SPAM filters can be set automatically or manually, based on your preferred conditions like keywords in subject or body of an email. This feature can help you ban IPs and make a list of blacklisted email addresses.
How to manage suspended tickets?
Managing and handling SPAM tickets can be a time-consuming task. However, with advanced SPAM detection capabilities, the ticketing tool can automatically identify and distinguish spammy-looking emails, marking them as suspended tickets. Separating these tickets from the others allows support agents to focus on genuine customer inquiries, delivering faster response times and better support quality. The ability of the ticketing tool to set up filters and blacklist IPs and email addresses further enhances its effectiveness. This is where choosing the best ticketing tool comes into play. Consider the different options available on the market, and make sure to compare the features that each of the tools provide. This will ensure that you choose the one that meets your specific needs.
Frequently Asked Questions
What is the definition of a suspended ticket?
A suspended ticket means that the ticket is put on hold for further analysis. Most often it concerns messages that look like SPAM. They are not placed in the next "to be solved", but put away as SPAM.
How can ticket be suspended?
Tickets can be evaluated as SPAM and suspended automatically or manually, depending on your preferred conditions, such as keywords in the subject or body of the email.
Is it possible to suspend a ticket in the LiveAgent system?
At LiveAgent, suspended tickets are simply SPAM. If you decide that a given ticket is not SPAM, you can uncheck it and add it to the regular queue. Spam filters can be set automatically or manually based on your preferred conditions (such as keywords in the subject line, email body).
Expert note
Suspended tickets can negatively impact customer satisfaction. Have a reliable and efficient system in place to prevent this issue and ensure timely resolution.
Introducing LiveAgent’s new AI-powered feature in the works
LiveAgent introduces an AI-powered feature for email ticketing. It saves time, improves response accuracy, and provides personalized support.
Learn all about LiveAgent with webinars
LiveAgent is a comprehensive customer service software for the retail industry. It offers automated ticketing, real-time interactions, and integrations with social media channels. It helps improve customer relationships and communication, with email notifications playing a crucial role in customer support. LiveAgent also provides features for improving marketing reputation, reducing lost tickets, and increasing productivity levels. The software is highly rated and trusted by major companies, offering over 175 features, language support, and a free trial.
Customers praise LiveAgent for its prompt support team, categorization of tickets, chat options, and improvement in customer service. They claim it is a great tool that beats other options in terms of price and functionality, empowering agents to provide better support and increasing customer satisfaction and sales. LiveAgent is also commended for its ease of use, reporting features, and time-saving capabilities for email management. Overall, it is considered a reliable and cost-effective solution for efficient customer service.
