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. A help desk with a build-in ticketing tool can greatly improve the customer support experience. Ticket threads are usually a part of ticketing tools, and their role is to store the entire communication history within a single ticket, including notes, timestamps, and responses from both customers and agents. 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. This organized and easily accessible information allows them to quickly review previous conversations and provide personalized assistance based on the obtained information.
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.
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