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.
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).
Suspended tickets can negatively impact customer satisfaction. Have a reliable and efficient system in place to prevent this issue and ensure timely resolution.
Email notifications are messages sent to customers and support agents regarding updates on specific support tickets which can significantly improve communication in customer support. Email notifications serve as reminders for support agents regarding unresolved tickets while it provides a response to customer queries and updates throughout the ticket resolution process. Email notifications can come in the form of welcome emails, activity alerts, and password resets. In LiveAgent, different types of email notifications can be set as preferred by individual agents in their profiles.
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