What is a ticket thread?
A Ticket thread technically is the same thing as a Ticket. Sometimes customers refer to ticket threads as tickets and vice versa. Typically, what they mean by Ticket thread is the whole communication available in 1 ticket, with all the notes, timestamps, answers and replies by the customer and the agent. Ticket threads are very useful in help desk solutions as well as it ticketing systems, because they allow users to follow previous conversations without extended searches in the ticketing system.
Frequently asked questions
What is a ticket thread?
The ticket thread is the same as the ticket. So a notification that was entered into the system and turned into a ticket. Thread is understood to mean all correspondence available in one ticket, including notes, timestamps, customer and agent responses.
Who can access ticket threads?
All agents assigned to specific tickets, agents with whom they are shared, as well as administrators and the owner, have access to threads with tickets.
Where in LiveAgent can you check ticket threads?
In LiveAgent, ticket threads can be checked in the agent's panel in the Tickets section.
Expert note
A ticket thread is the complete conversation available in one ticket, including notes, timestamps, customer and agent responses. It's useful for following previous conversations and improving customer support.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
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.
Ticketing software is a platform that simplifies customer issue resolution and improves work efficiency for customer service staff. It stores all requests in one place for effective prioritization and better customer satisfaction. LiveAgent provides intuitive and easy-to-use ticketing software for effective communication through multiple channels. It is worth investing in ticketing software for its impact on costs, revenues, and work efficiency.
A ticketing system is a tool that organizes and manages customer service requests to improve efficiency, prioritize tickets, and provide real data insights. Features of LiveAgent ticketing software include a universal inbox, hybrid ticket streams, clickable ticket IDs, CRM integration, agent collision detection, automated ticket distribution, SLA management, tags and filtering, private notes, ticket splitting and merging, internal chat and call, automation rules, reporting, and gamification. LiveAgent can connect with various communication channels to generate support tickets automatically. Customer testimonials praise LiveAgent for its ease of use, reliability, and cost-effectiveness.