Български 
Čeština 
Dansk 
Deutsch 
Eesti 
Español 
Français 
Ελληνικα 
Hrvatski 
Italiano 
Latviešu 
Lietuviškai 
Magyar 
Nederlands 
Norsk bokmål 
Polski 
Română 
Русский 
Slovenčina 
Slovenščina 
简体中文 
Tagalog 
Tiếng Việt 
العربية 
Português 
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).
LiveAgent offers customer service software with various features, including a customizable ticketing system, VoIP phone systems, and inbound call center software. It has received praise for its ease of use, reliability, and cost-effectiveness, with pricing starting at $9/month/agent. LiveAgent enables efficient ticket management, allowing businesses to handle customer inquiries systematically and analyze performance metrics. Customers praise its prompt support, categorization of tickets, chat options, and ease of use. Overall, it is considered a reliable and cost-effective solution for efficient customer service.
LiveAgent is praised for its ease of use, reliability, and cost-effectiveness with pricing starting at $9/month/agent while offering various features for inbound call centers, complaint management systems, client portal software, email management software, and help desk software for startups. The software allows for the easy transfer of ticket lists, knowledge bases, and live chats and offers a customizable ticketing system and VoIP phone systems. LiveAgent offers a 14-day free trial with one-on-one demos and the option to export tickets in HTML or PDF format. The website also offers contact forms, chat options, and Facebook ticketing for efficient management. Adform provides digital marketing technology company solutions and services with customer service support and online tutorials. The text mentions installing cookies and ticket history with online authentication and link sharing features.
LiveAgent is not just a ticketing system, it is a comprehensive solution for business communication. Its features include multi-channel ticketing, universal inbox, over 200 software integrations, and 24/7 customer support. LiveAgent helps businesses provide excellent customer service, with faster replies and more reliable customer support. The universal inbox saves time by integrating all communication channels into one platform. LiveAgent also offers a wide range of productivity features and automation tools to streamline communication. Businesses can start a FREE trial to try out LiveAgent's features and improve their customer service.
A resolved ticket is marked as resolved after an agent or customer hits the Resolve button. To speed up resolution, train agents, create a robust knowledge base, set up SLAs, and automate repetitive tasks. Reopening a resolved ticket and closing it are important steps in the ticket lifecycle. LiveAgent's help desk system can increase the rate of resolved tickets.
