Features

Ticketing system

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

Universal inbox

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

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

Follow customer resolution journeys across diff. channels.

Automated ticket distribution

Automatically create optimal workloads for your agents.

Rules

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

To solve button

The button notifies you when SLA tickets need to be answered

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

Assign & transfer tickets between agents & departments.

Departments

Distribute tickets and support agents into departments.

Time tracking

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

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

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.

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

Store & manage all relevant customer info inside LiveAgent.

Internal tickets

Create internal notes for your colleagues inside each ticket

Agents

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

Contact fields

Gather & store information about your contacts or companies.

Companies

Organize contacts into companies as needed.

Ticket fields

Create unlimited ticket fields to store additional info.

Mass actions

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

SPAM filters

Battle spam with automatic spam filtering in your help desk.

Pause

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

Filters

Create filters to easily sort through tickets.

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 multiple tickets about the same issue into one ticket.

Email templates

Configure email templates for your customers and agents.

Ticket/Customer insights (CRM)

Add fields to each contact to store custom data.

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

Create pre-defined answers to FAQs & general questions.

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 inside your tickets.

Export tickets

Use this feature to export tickets into PDF and HTML formats

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 for a string in every incoming message and replace it

Split tickets

Handle one ticket by multiple agents simultaneously.

Email notifications

Automatically receive email notifications about new tickets.

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 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)

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

Multiple ticket tabs

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

Agent collision detection

Prevent multiple agents from working on the same ticket.

Agent ranking

Receive ratings & identify trends after each interaction.

Contact forms

Make yourself accessible by utilizing built-in contact forms.

Contact form gallery

Choose a contact form for your site from our premade gallery

GIFs in tickets

Bring static conversations to life with animated GIFs.

Sounds

Customize or disable any sound that is played in LiveAgent.

Audit log

Use audit logs as reference points if queries escalate.

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.

Real-time chat

Chat with customers in real-time to improve conversion rates

Video chat

Video chat with customers & colleagues alike.

Proactive chat invitations

Invite website visitors to chat while they browse your site.

Chat button

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

Chat button gallery

Choose from predefined live chat button positions and styles

Chat button animations

Animate your chat buttons to impress your website visitors.

Chat invitation gallery

Choose from various customizable chat invitations.

Chat window docking

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

Chats overview

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

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

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

Chat distribution

Distribute chats through multiple distribution options.

Real-time typing view

View what your customers are typing before they hit send.

Chat Embedded Tracking

Track live chat session events in Google Analytics.

Max queue length

Automatically hide live chat button if max queue is reached.

Internal chat

Utilize an internal messenger to chat with fellow agents.

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

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

Call with your colleagues right inside of LiveAgent.

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

Record & store all calls conducted through LiveAgent.

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

Compatible with both physical and virtual call devices.

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.

Social Media Features

Need to improve your social media customer service? LiveAgent offers Facebook, Twitter, Instagram, and Viber integrations.

Facebook

Track & respond to all posts, comments, and private messages

Twitter

Monitor and reply to mentions and Tweets about your brand.

Instagram

Respond to Instagram comments and mentions through your dash.

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.

Analytics overview

See usage, statistics, and evaluate performance reports.

Performance report

Monitor the performance of your support agents.

Agent ranking overview

View your agent’s performance according to received ratings.

Tag reports

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

SLA Compliance report

Create SLA reports by time & department.

SLA Log report

View how well you’re managing SLA requirements.

Agent availability

Monitor the availability of your agents

Agent report

Create reports about agent work times.

Channel report

See what channels are most used to contact your support team

Department report

Easily review your department’s performance.

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.

Knowledge base

Create knowledge base articles, forums, or feedback boards.

Multi knowledge base

Create multiple customer portals for multiple products.

WYSIWYG editor for articles

Easily edit and style the content of your articles.

Attachments in articles

Easily attach files to your knowledge base articles.

Forum

Create forums and build an online community with your users.

Feedback & Suggestions

Encourage customers to send you new ideas and feedback.

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.

Rewards & Badges

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

Levels

Agents attain levels over time as they solve queries.

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.

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.

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

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.

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 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.

Email marketing

LiveAgent is the right tool for email marketing, with features to support it. Subscribe to our newsletter. Be the first to receive exclusive offers and the latest news.

Billing management

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

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.

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