Features

Get to know all LiveAgent features, that are part of the complex multi-channel help desk software. Described in one place and in depth.

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List of features
  • Ticketing system

    Handle all your customer inquires from one interface! Learn about LiveAgent’s Ticketing system and its features.

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  • Universal inbox

    Universal inbox

    LiveAgent’s universal inbox is like a smarter version of your email inbox. Emails, chats, calls, Facebook & Twitter tickets, forum posts, suggestions.

  • Ticketing

    Ticketing

    LiveAgent will automatically sort your company communication into tickets. LiveAgent stores the complete communication history without any limitations. Ticket reference number (id)each ticket has a unique reference number (id).

  • hybrid ticket stream

    Hybrid ticket stream

    Follow customer resolution journeys across diff. channels.

  • Automated ticket distribution

    Automated ticket distribution

    Automatically create optimal workloads for your agents.

  • Rules

    Rules

    Automate your workflow through time, action, and SLA rules.

  • To solve button

    To solve button

    The button notifies you when SLA tickets need to be answered

  • Time Rules

    Time Rules

    Time rules run in the background in intervals (usually every minute) and check if the conditions are met. If the result is positive, the rule is executed. Time rules are most commonly used for clean up tasks, sending email reminders, resolving tickets that have not had activity in a while, adding tags, etc.

  • Responsibility

    Responsibility

    Assign & transfer tickets between agents & departments.

  • Department

    Departments

    Distribute tickets and support agents into departments.

  • Time tracking

    Time tracking

    Easily track your agent’s work time for each ticket.

  • Tags

    Tags

    Use tags to differentiate between customers & ticket topics.

  • Service level agreement (SLA)

    Service-level agreement (SLA)

    Service-level-agreement (sla) is an arrangement to meet targets for replying to the tickets. A sla is an arrangement to meet targets for replying to the tickets by your agents. A sla provides a more clarified view when issues appear.

  • Business hours

    Business hours

    LiveAgent’s business hours configures your sla levels to take action only during specified time periods with a possibility to exclude holidays. Business hoursexampleyour helpdesk operates standard office hours 9-5, mon – fri. If a ticket is received at 4 pm on a friday, then by 9 am on monday it should be only 1 business hour old.

  • Contacts groups

    Contact groups

    Contact groups can be created and customized to your needs. Create contact groups according to your needs and manage your help desk more efficiently. Contact groups help you manage and sort your business contacts in an easy way.

  • Contacts

    Contacts

    Store & manage all relevant customer info inside LiveAgent.

  • Internal tickets

    Internal tickets

    Create internal notes for your colleagues inside each ticket

  • Agents

    Agents

    Agents manage and respond to all queries in your help desk.

  • Contact fields

    Contact fields

    Gather & store information about your contacts or companies.

  • Companies

    Companies

    Organize contacts into companies as needed.

  • Ticket fields

    Ticket fields

    Create unlimited ticket fields to store additional info.

  • Mass actions

    Mass actions

    LiveAgent is not an exception and that’s why it supports mass actions of many kinds.

  • SPAM filters

    SPAM filters

    Battle spam with automatic spam filtering in your help desk.

  • Pause

    Pause

    Pause ticket routing to you while you take a short break.

  • Filters

    Filters

    Create filters to easily sort through tickets.

  • Notes

    Notes

    LiveAgent allows you to add private notes to a ticket that are only visible to agents. This enables you to share progress internally, or log your updates for future reference.

  • Merge tickets

    Merge tickets

    Merge multiple tickets about the same issue into one ticket.

  • Ticket-Customer insights (CRM)

    Ticket/Customer insights (CRM)

    Add fields to each contact to store custom data.

  • Canned messages (Macros)

    Canned messages (Macros)

    Canned messages can save you some time and you can use that to write replies. They allow you to speed up your response by using a predefined sequence of text.

  • Predefined answers

    Predefined answers

    Create pre-defined answers to FAQs & general questions.

  • Attachments

    Attachments

    LiveAgent offers an option to drag & drop files (images, music, video, documents. ) to your tickets. Drag & drop files or attach them to chats, tickets, & emails.

  • Copy & Paste images

    Copy & Paste images

    Copy & paste images inside your tickets.

  • Export tickets

    Export tickets

    Use this feature to export tickets into PDF and HTML formats

  • Forwarding

    Forwarding

    E-mail forwarding is an important thing for any help desk software. A support email that looks like support@yourdomainname. Ladesk. Com will be assigned to you. Any email sent to this address gets automatically converted into a ticket. Forwarding is one of the easiest ways to setup your email account with LiveAgent.

  • Search & Replace

    Search & Replace

    Search for a string in every incoming message and replace it

  • Split tickets

    Split tickets

    Handle one ticket by multiple agents simultaneously.

  • slack-icon

    Slack notifications

    LiveAgent makes it easier for you to follow up on your tickets via Slack notifications. LiveAgent’s Slack integration lets you see what is happening with your tickets while you’re taking care of business on Slack.

  • WYSIWYG editor

    WYSIWYG editor

    WYSIWYG editor gives you the ability to enter and format your content while working in a “what you see is what you get” view of the content. By using the implemented wysiwyg editor, you can easily edit and style content of emails, email templates and knowledge base articles.

  • Online ticket history (URL)

    Online ticket history (URL)

    Attach a link with a complete ticket history to your emails.

  • Multiple ticket tabs

    Multiple ticket tabs

    Work on multiple tickets at once & switch in-between easily.

  • Agent collision detection

    Agent collision detection

    Prevent multiple agents from working on the same ticket.

  • Agent ranking

    Agent ranking

    Receive ratings & identify trends after each interaction.

  • Contact forms

    Contact forms

    Make yourself accessible by utilizing built-in contact forms.

  • GIFs in ticket

    GIFs in tickets

    Bring static conversations to life with animated GIFs.

  • Sounds

    Sounds

    Customize or disable any sound that is played in LiveAgent.

  • Audit log

    Audit log

    Use audit logs as reference points if queries escalate.

  • Tickets export

    Tickets export

    Export tickets to a downloadable CSV file.

  • Live chat features

    Discover advanced live chat features like proactive chat invitations and real-time typing view.

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  • Real-time chat

    Real-time chat

    Chat with customers in real-time to improve conversion rates

  • Video chat

    Video chat

    Video chat with customers & colleagues alike.

  • Proactive chat invitations

    Proactive chat invitations

    Invite website visitors to chat while they browse your site.

  • Features

    Chat button

    The LiveAgent chat button is fully customizable and easy to implement.

  • Chat button animations

    Chat button animations

    Animate your chat buttons to impress your website visitors.

  • Chat window docking

    Chat window docking

    Dock chat windows to the left or right side of your website.

  • Chats overview

    Chats overview

    Check which pages are being browsed, and for how long.

  • chat history

    Chat history

    Chat history is exactly that and it can be extremely useful in various scenarios. You can use it to check previous customer inquiries, check for data and information, search for previous solutions to an issue. The limit is only in your creativity. View chat history and all current chats in one screen. Directly access and filter chat communication according to your preferences.

  • Online visitors

    Online visitors

    Monitor who is browsing your site, and what page they’re on.

  • Chat distribution

    Chat distribution

    Distribute chats through multiple distribution options.

  • Real time typing view

    Real-time typing view

    View what your customers are typing before they hit send.

  • Chat Embedded Tracking

    Chat Embedded Tracking

    Track live chat session events in Google Analytics.

  • Max queue length

    Max queue length

    Automatically hide live chat button if max queue is reached.

  • Internal chat

    Internal chat

    Utilize an internal messenger to chat with fellow agents.

  • Current URL of live chat visitor

    Current URL of live chat visitor

    Get a real-time view of the pages your site visitors are on.

  • Call Center

    LiveAgent’s inbound call center can be used to handle large numbers of calls incoming from customers. It’s great for providing customer support via phone. At the same time, customers can connect with you via multiple other channels

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  • IVR (Interactive Voice Response)

    IVR (Interactive Voice Response)

    LiveAgent features a comprehensive IVR online designer tool where anyone can design their own IVR trees. Interactive voice response lets you route calls in your call center software to the right departments or agents.

  • Internal calls

    Internal calls

    Call with your colleagues right inside of LiveAgent.

  • Call Transfers

    Call transfers

    Attended transfers wait to terminate the call until it’s either picked up, rejected, or simply not answered by another agent. With attended transfers, the caller is put on hold and then a new call is established with the desired agent. Once the agent picks up the call, then the initial call is closed.

  • Unlimited Call Recordings

    Unlimited call recordings

    Record & store all calls conducted through LiveAgent.

  • Call Routing

    Call routing

    LiveAgent routes calls automatically by priority or assigns them randomly. To ensure fast and accurate communication, LiveAgent routes calls automatically by priority.

  • Supported call devices

    Supported call devices

    Compatible with both physical and virtual call devices.

  • Softphones

    Softphones

    LiveAgent offers the ability to connect and use softphones (software telephones) softphones are communicating with the call exchange provider via the sip protocol (sip trunking)calls are still being handled, recorded, and tracked by liveagent itself. Softphone is an optional 3rd party app that works in unison with your LiveAgent call center.

  • Instagram

    Instagram

    Respond to Instagram comments and mentions through your dash.

  • Viber

    Viber

    Connect Viber to chat with customers and broadcast messages.

  • Customer Service Reporting

    Start improving your service today by reviewing our customer service reports. Generate over 10 reports to get a complete overview of your customer service efforts.

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  • Analytics overview

    Analytics overview

    See usage, statistics, and evaluate performance reports.

  • Performance report

    Performance report

    Monitor the performance of your support agents.

  • Agent ranking overview

    Agent ranking overview

    View your agent’s performance according to received ratings.

  • Tag reports

    Tag reports

    Create tag reports by time, department, channel, and agent.

  • SLA Compliance report

    SLA Compliance report

    Create SLA reports by time & department.

  • SLA Log report

    SLA Log report

    View how well you’re managing SLA requirements.

  • Agent availability

    Agent availability

    Monitor the availability of your agents

  • Agent report

    Agent report

    Create reports about agent work times.

  • Channel report

    Channel report

    See what channels are most used to contact your support team

  • Department report

    Department report

    Easily review your department’s performance.

  • Time report

    Time report

    See how much time was spent on each individual ticket.

  • Customer portal

    The customer portal helps your company operate 24/7. Read about LiveAgent’s Customer portal and its features.

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  • Knowledge base

    Knowledge base

    Create knowledge base articles, forums, or feedback boards.

  • Multi knowledge base

    Multi knowledge base

    Create multiple customer portals for multiple products.

  • WYSIWYG editor for articles

    WYSIWYG editor for articles

    Easily edit and style the content of your articles.

  • Attachments in articles

    Attachments in articles

    Easily attach files to your knowledge base articles.

  • Forum

    Forum

    Create forums and build an online community with your users.

  • Search widgets

    Search widgets

    Search widgets enables visitors to search in your articles, forums, and suggestion boards directly from your website. Visitors can click on them and the appropriate content will be shown in the customer portal. You can have multiple search widgets that search only in some categories of the customer portal.

  • Helpdesk Gamification

    Make your agent’s everyday work more fun and motivate them perform better with gamification.

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  • Rewards & Badges

    Rewards & Badges

    Give out badges and rewards to your most hard-working agents

  • Levels

    Levels

    Agents attain levels over time as they solve queries.

  • Benchmarks and Leaderboards

    Benchmarks and Leaderboards

    6 reasons why liveagent is a perfect solution for your business featuresbenchmarks and leaderboardsbenchmarks and leaderboardssee your personal statistics, like how long have you been online and how many messages you have responded to. Benchmark yourself to others in your customer support.

  • Multilanguage

    Let your customer support agents use LiveAgent in a language they prefer. Read and find out more.

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  • Language adaptable widgets

    Language adaptable widgets

    Set up chat, contact, or feedback widgets in your language.

  • Mobile Apps

    Keep track of what’s happening in your help desk even when you’re away from your laptop. Read more about iOS & Android apps.

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  • Android

    Android

    LiveAgent offers a native Android app for your favorite mobile device so that you can also provide customer service on the go. Download the free Android LiveAgent app that lets you stay connected to your website visitors outside of the office.

  • iOS

    iOS

    LiveAgent offers a native iOS app for your favorite mobile device so that you can also provide customer service on the go. Download the free iOS LiveAgent app.

  • Integrations

    LiveAgent is a customer service software that offers many integrations to improve your work tasks. Learn more about all the possible LiveAgent Integrations.

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  • API

    API

    Api is a list of commands that one software can send to another. Thanks to api you can reconnect multiple programs, tools and automate and influence many tasks. Two different software can “communicate” directly via api.

  • Zapier

    Zapier

    Zapier allows you to integrate many applications, integrations and software with liveagent. Liveagent integrates with a large number of these to make sure everyone will find what they need to improve their workflow.

  • Billing management

    Billing management

    LiveAgent is a help desk software with multiple capabilities to allow you to do more than you think.

  • eCommerce

    eCommerce

    LiveAgent can help you take your ecommerce website to the next level. Turn website visitors into paying customers, provide them with advice and help them decide about buying your products. LiveAgent’s powerful and fast live chat widget is the fastest one on the market.

  • CRM

    CRM

    LiveAgent can store and organize your customer information and records. It can also help you with tracking leads, contracts, customer support or managing assets and resources. LiveAgent’s CRM capabilities include PipeDrive, SharpSpring or Highrise.

  • CMS

    CMS

    LiveAgent integrates with WordPress, SquareSpace and Drupal. Live chat buttons can be placed on any supporting CMS systems.

  • Project management

    Project management

    Integrate project management tools with LiveAgent.

  • Collaboration tools

    Collaboration tools

    Integrate Slack for instant notifications about new tickets.

  • Migration plugins

    Migration plugins

    Migration plugins help you transfer all of your data from your previous help desk software. All you need to do is activate them and follow the instructions.

  • Security

    Quality unit is a company behind LiveAgent, where we make sure that LiveAgent is as secure as possible. Learn more about LiveAgent’s Security features.

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  • Ban IPs

    Ban IPs

    Ban IP’s of visitors that are prone to spam.

  • 2-Step Verification

    2-Step Verification

    2-step verification (also known as 2 factor authentication) is an optional feature that’s recommended to be used. It adds more security to your liveagent account. 2-step verification can help keep unknown people out, even if they have your password.

  • HTTPS Encryption

    HTTPS Encryption

    LiveAgent hosted accounts run over a secure connection using the https protocol. Hyper text transfer protocol secure (https) is the secure version of http. If you have a standalone LiveAgent license you can upload your own ssl certificate.

  • Multiple Data Centers

    Multiple Data Centers

    The company behind software product LiveAgent has always built products with stability and security in place. Since the beginning of our journey in 2004, we have grown to tens of thousands of satisfied customers.

  • GDPR

    GDPR

    LiveAgent is committed to privacy, security, compliance, and transparency. This approach includes supporting our customer’s compliance with eu data protection requirements.

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