What is a ticket ID?
A ticket ID is a reference number consisting of a sequence of capitalized letters and numbers. Each ID consists of 11 characters and looks like the following format XXX-XXXXX-XXX.
Every time a ticket ID is used in LiveAgent, f.x. in a note or in an internal chat, it is automatically hyperlinked for your convenience. If ticket ID A is mentioned in the note of ticket B, it’s also automatically mentioned in ticket A as well.
How can you use a ticket ID?
Ticket ID’s make it easy to find specific tickets without having to search through your help desk system. Therefore, you can quickly add to or communicate the status of your customer’s issue. These ID’s are extremely useful because they eliminate confusion and save tons of time for agents.
What is a ticket?
A ticket is a service request from an end-user. Service requests can be from a multitude of communication channels. Such as email, live chat, social media, or even through the phone. Every time a new customer communication comes in, ticketing software automatically converts the interaction into a support ticket with an ID.
Support ticket features:
Ticket ID
Immediately identify the customer’s inquiry with a quick ticket ID check. Simply, add information or communicate the ticket status to a customer.
Ticket Phases
Never lose track of your customer inquiries with the ticket phase feature. The ticket phases can be shown as; Open, New, Closed, etc.
Automated Ticket Distribution
To have efficient customer service, you need to rightfully divide the number of tickets, calls, chats each customer representative gets per shift. As a result, you can prevent agent burnout and increase overall efficiency. Automated ticket distribution allows you just that. You can define the amount as well as a break that the agent should take throughout the day.
Support Ticket Ownership – Responsibility
Having centralized ticketing software for your customer service agents is a useful system for many reasons. Not only can you see agent performance reports, but you can also see which agent has dealt with which ticket. This prevents more agents from working on the same customer issue. Moreover, you can easily detect who was responsible for a specific customer issue. Also, if you need to transfer the customer to a different department, you can easily transfer the ticket ownership. As a result, you will never hear: “I didn’t know it was my responsibility.”
If you would like to learn more, read LiveAgent -Ticketing.
What is the ticketing software?
Ticketing software is a program used by support teams to streamline and manage customer communications. LiveAgent is a simple ticketing software that brings clarity and efficiency to customer support. It houses all customer communication as Tickets in one inbox.
For instance; Email, Calls, Social media posts, Live Chat, and more. Having all customer inquiries in one universal inbox makes it easy to locate all customer interactions and data.
Other great features:
To learn more, read LiveAgent – Ticketing software.
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Frequently asked questions
What is a ticket ID?
The ticket identifier is a reference number that consists of a sequence of numbers and uppercase letters. It consists of 11 characters and has the format: XXX-XXXXX-XXX.
What ticket IDs are used for?
The ticket ID makes it easy to find specific tickets without searching the support system. This allows you to quickly add or inform about the customer problem status. They allow you to eliminate misunderstandings and save time.
Are ticket IDs used in LiveAgent?
Ticket IDs are used in LiveAgent. Each ticket has its own individual ID. This allows you to easily find specific tickets.
Expert note
Ticket ID is a unique reference number consisting of numbers and uppercase letters, used to easily identify and locate specific customer support tickets in a helpdesk system.
Ticket forms, also known as contact forms, are a standard feature in most ticketing system solutions. They allow you to collect additional information from customers before they submit queries, using dropdown menus or mandatory fields. The form can be placed anywhere on your website to be easily accessible. Furthermore, they can be created for many types of service requests, allowing you to precisely enter individual content and specific categories. LiveAgent offers customizable ticket forms, transfer ticket function, and other related functions.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
LiveAgent is a customer service software solution that provides several features, including a complaint management system, email management software, self-service software, and an inbound call center software. It also offers client portal software and a help desk software for startups. With its typing test costs calculator, LiveAgent provides a pricing model that helps businesses estimate their expenditures. The company offers a free trial, and support includes a support portal and data migration. LiveAgent's sales contacts and social media accounts are available for users to stay up-to-date with the latest news and discounts. The company also provides GDPR-compliant policies and security measures.
LiveAgent offers various ticket-related functions, including ticket sharing, assigning, transferring, and putting tickets on hold. These functions help customer support agents exchange information, manage unresolved tickets and provide seamless user experience. Ticket sharing allows agents to transfer tickets quickly through internal live chat using hyperlinks generated by the proper ticket ID. Assigning tickets routes them to the appropriate customer care representative who handles the issue, while transferring tickets enables tickets to be transferred between departments or agents. On hold tickets are marked as open but suspended while waiting for additional information or a response from a team member. LiveAgent also offers customizable criteria, rules, and conditions to enhance the functionalities of these ticket-related functions.
