Ticket management
Collect communication from your customers, let LiveAgent process it and route it to the right support representatives at the right time.
View and answer every Ticket from LiveAgent’s universal inbox. It’s like a smarter version of your email inbox. Emails, chats, calls, Facebook & Twitter tickets, forum posts, suggestions... It's all there, accessible and manageable from one place.
A "ticket" means communication between the customer and support staff inside your company. A ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels about the same incident or issue reported by a customer. Each ticket has got a unique reference number, which helps you quickly locate, add to, or communicate the status of the user's issue or request. LiveAgent automatically sorts your company communication into tickets. You will easily find and review the history of every communication between you and your customer any time in the future.
Tickets always look the same, regardless of the communication channel, i.e. Chat, E-mail, Voice, Feedback Forms, Twitter, Facebook messages, and others. Follow your customer through different channels but always stay in the same hybrid ticket. Have all the important information about your customer and his issue available.
Define the number of tickets, chats, and phone calls, received and solved by your agents. Some can manage more, some manage less. Measure and analyze employee’s performance. The automated ticket distribution system makes sure your agents always have their optimal load. Automatically rotate phone duty, set pause times for your agents and let them rest when they need it. Our automated ticket distribution is unique. It is one of a kind in the market.
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In LiveAgent, Admins can choose if Agents will be able to answer tickets from the "All tickets" list or if they will only be able to answer tickets from the "To solve button".
Rules automatically allow you to assign a ticket at any stage of life, to the individual support agent or whole department needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. This requirement criteria may be based on any ticket parameter or event. Rule evaluation can be triggered by events in the ticket’s lifecycle or by time based conditions.
Time Rules are special rules that are not "action triggered", but time conditional. 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.
Easily manage ticket responsibilities. Change the ownership of a ticket to a different department or even an individual agent. You always know who is responsible for solving each ticket. Never hear "I didn't know it was my responsibility" again.
Distribute tickets and support agents into departments. Define filters and transfer rules so that your tickets will always land in the right hands. Specify different signatures, phone and chat answering rules for different departments. Instantly see how many new, open and resolved tickets are in your departments.
Time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall help desk performance. The time spent is tracked automatically for each ticket when this feature is turned on. Additionally, you can force agents to submit the time spent manually, and add a note if necessary.
Customer queries are not the same. You solve a vast variety of problems, questions, and issues every single day. Add tags on your tickets in order to get a better grasp on various support topics. Also, use tags to differentiate important customers. Even add tags to existing tickets in order to sort and filter through your tickets easily.
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Easily define an unlimited number of SLAs and let the automatic rules assign them to the right tickets. LiveAgent will make sure that tickets, phone calls, and chats will be assigned to your agents in the right order to fulfill your service level agreements with your customers.
Does your help desk operate on 24/7/365, or does it work in a more traditional way, 9am to 5pm Monday to Friday? Do you have a combination of departments working 24/7 and some standard office hours? If some of your departments operate from Monday to Friday, then undoubtedly, you want your tickets to be aged and processed accordingly. With LiveAgent it is easy to meet different service level agreements of custom business hours.
Contact groups help you manage and sort your business contacts in an easy way.
Read information about your customers from basic contact info, and language preferences, to any customer data captured in user fields. Every time someone contacts you, a new contact is created in LiveAgent.
An Internal ticket allows you to create an internal note for your colleagues. The internal ticket has to be assigned to a specific agent. It is only visible to agents, not to the customers or any other end-users.
Agents are people who provide support services, and with the admin role, they can also supervise and configure the system.
Companies are collections of your Contacts. Each contact can be added to only one company. The use of the company feature is optional, and by organizing your customers into companies you can keep track of what those companies are requesting.
Contact fields are custom fields that are typically used to gather more information about your Contacts or Companies. LiveAgent allows you to create unlimited custom Contact fields.
Ticket fields are used to gather more information about your tickets. LiveAgent allows you to create unlimited custom ticket fields.
Select multiple tickets once and run mass actions to save time. With this feature you can resolve, transfer, or delete multiple tickets by two clicks.
Save your support agents' time and fight against spam with automatic spam filtering in your help desk. LiveAgent implements a naive Bayesian spam filter, which learns from a set of emails you've marked as spam and automatically marks similar messages sent by spammers as spam. It needs to examine at least a few dozen emails before the filtering becomes reliable, but later it does the job with high accuracy.
LiveAgent offers to Agents and Admins the possibility to take a Pause. It’s typically used to turn off receiving tickets, chats, and calls while they're out of the office for a short time. (For example a lunch or coffee break.)
In the Tickets section, you can create filters to sort tickets according to your conditions. You can create categories and let chosen tickets route into them.
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LiveAgent offers you the possibility to add private notes to a ticket, which are visible only to agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket. This enables you to share progress internally, or log your updates for future reference. You can even transfer a ticket with an internal note to another agent.
Merge Tickets is useful when you have received multiple or different conversations about the same issue, and you need to combine them into one ticket.
In LiveAgent you can configure email templates for your Customers and Agents. All the email templates sent from your LiveAgent can be formatted as HTML or plain text emails. By using the implemented WYSIWYG editor, you can easily edit and style the content of your email templates.
See who you're communicating with. Add fields for each contact to store custom data. Add notes, see their previous tickets, integrate plugins. With LiveAgent Helpdesk Software you will always be prepared. Get to know your customers better and increase the quality of your Helpdesk.
Canned messages allow you to speed up your response by using a predefined sequence of text. Simply hit CTRL+Space while typing or click the canned message icon and select from your saved canned messages.
An efficient and simple way to rationalize your work flow is to create Predefined answers for support queries that can be answered with a single, general response. This saves you the time and struggle of formulating a separate reply to each customer that has the same issue.
Drag&Drop files to your tickets or easily attach files to internal chats.
LiveAgent offers an option to copy & paste images to your tickets. Insert inline images into the body of your ticket.
Export Tickets to PDF and HTML with this feature.
Forwarding is one of the easiest ways to setup your email account with LiveAgent.
LiveAgent can automatically Search string in every incoming message and Replace it with something else before being displayed or stored in a database.
Have you ever wondered how to deal with a ticket where a customer needs to solve multiple issues suitable for different agents/departments? With the Split Ticket feature, you can solve both problems faster and more effectively than ever before.
Notifications can be activated to automatically send emails to agents: When a ticket is assigned to an agent, When a customer replies to an assigned ticket, when a new ticket is created in a department the agent is a member of.
The 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 the content of your emails, email templates, and knowledgebase articles.
LiveAgent offers the option of adding an online ticket history link in your sent emails.
LiveAgent offers the option of having multiple tickets opened at once. Easily switch from one ticket to another and solve them all at the same time.
Prevent multiple agents from working on the same ticket. LiveAgent shows who's viewing a ticket and who's answering it.
Fight against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of LiveAgent.
Adding contact forms on your website enables your customers to send email messages directly from your website. Contact forms are either built-in or popout forms. Once a visitor enters queries into forms and clicks send, a new ticket is created in LiveAgent. Multiple contact forms of different designs can be added to various websites.
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Bring static conversations to life with animated GIFs.
Customize or disable any sound that is played in LiveAgent.
Audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents.
Export tickets from the tickets view page to a downloadable CSV file to get a snapshot of the data at the moment you select that option.
Live Chat
Support customers in real-time with LiveAgent's built-in online chat. No external applications needed, it's all there. Proactively start chat sessions with hesitating customers by chat invitations. Be more effective and sell more.
Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of your company. Livechat builds customers' confidence while shopping and increases overall customer experience. Adding a human factor to your website through real time chatting with your customers can be a game changer.
Build a relationship with your website visitors by inviting them to live chat with your agents. Setup chat invitations for custom URLs on your website (e.g. your pricing page). Invite visitors to chat with you during the checkout process, build their purchase confidence, increase shopping experience, and convert them into paying customers by having a real person chat with them. Easily setup a custom pop out time for your chat invitations.
LiveAgent provides various customizable live chat buttons. Choose from numerous predefined live chat button positions and styles.
Animate your chat buttons to get more visitors to talk with and up-sell.
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Engage your website visitors by inviting them to live chat with your agents. LiveAgent provides various customizable invitations.
Chat window can be docked to the left or right side of a website.
Adding contact forms on your website enables your customers to send email messages directly from your website. Contact forms are either built in or popout forms. Once a visitor enters queries into forms and clicks send, a new ticket is created in LiveAgent.
See all visitors browsing your website on a map. Check which pages they're browsing the most and how much time they spend there. Manually invite them to chat.
View chat history and all current chats in one screen. Directly access and filter chat communication according to your preferences. Filter your chats by tags, departments, date, name, etc.
See all online visitors browsing your website on one screen. Check which pages they're browsing and how much time they've spent there. Find out visitors' referrers, IP address or country and prepare yourself before a chat conversation. Manually invite them to chat.
LiveAgent provides multiple ways of chat routing and distribution. You can choose from predefined route options such as: Round Robin, Ring to all, or Max utilization.
See and check what your customers are typing on live chat in real-time. Prepare your answers before the customer submits his questions.
Track events of live chat sessions in Google Analytics. Thanks to this data you can evaluate the impact of live chat in conversions on your website or the impact of your agents on your company's sales.
Live chat button has the ability to act as an offline button if there are too many people waiting in the chat queue. This helps eliminate customers’ frustration when the chat queue is long.
Internal chat allows you to connect with your colleagues without the need of any 3rd party application directly in LiveAgent. It gives you the ability to send instant text messages and add attachments (all common file types are supported). Internal chat is visible only to you and the recipient.
In LiveAgent you can see the current webpage of your customer on chat, and you’ll also be notified of each page they switch to. This feature is very handy when you are directing your customers to a specific webpage and you want to give them the best information possible, for example regarding pricing or technical details of your product / service.
Social
LiveAgent connects with your Facebook profile and tracks all wall posts, comments, and private messages so you can have your fans and haters under control 24/7. Everything is tracked and transformed into tickets so your customer support agents can react professionally when a complaint is created and put out the fire before it spreads. With LiveAgent, you have 100% certainty that nothing gets lost on Facebook.
Connecting with Twitter enables you to do brand monitoring and respond to tweets that require action. Responses are directly sent as tweets.
Call center
Talk to your customers over phone or PC to PC calls. No need to buy phones for your agents, you can receive calls directly on your computer. Get a 1-800 number for your customer service.
Video chat works just like a regular Skype call, so if you need a more personal way of communication with your customers, video chat comes in handy. Even better, LiveAgent's video chat is completely browser based and there is no need for any 3rd party application - just like your LiveAgent account.
LiveAgent features a comprehensive IVR online designer tool where anyone can design their own IVR trees (yes, even if you have 0 technical experience).
LiveAgent currently offers attended transfers. Attended transfers wait to terminate the call until it's either picked up, rejected, or simply not answered by another agent.
LiveAgent routes calls automatically by priority or assigns them randomly.
Unlimited call recording ensures your calls are safely recorded for legal or training purposes.
LiveAgent offers an ability to connect and use softphones (software telephones). It allows users to make voice over Internet Protocol (VoIP) calls from computing devices.
Reporting
Measure your customer satisfaction rate and see how it increases. Analyze your helpdesk performance, reward the right support representatives, and motivate others.
Get an overview of your customer support. See who is interacting with your company and monitor the service they're receiving. See usage, statistics, evaluate performance reports, and learn from customer satisfaction ratings. LiveAgent is packed with endless reporting possibilities.
Monitor the performance of your support agents. See detailed graphs and charts with grossing numbers of opened chats, solved e-mails, received Facebook messages, and other metrics viewed per day, week, or month. Find out who is the most productive, who prefers e-mails over live chats, who delivers consistent results over time.
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An action against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. By learning more about your agents, you can reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of Live Agent.
Create department reports with just one click. Forget about manual data collecting. LiveAgent will do everything for you. Have your department reports on your boss's desk in no time. Continuously check the performance of your Department.
LiveAgent offers a report of Time spent on all tickets from a specific time range. Individual entries can be sorted by agent, ticket, customer, company, report date, billed date, type (manual, auto). Time report can be exported to a CSV file.
LiveAgent offers a report of added tags to all tickets from a specific time range. Individual entries can be sorted by time range, department, channel, and agent. Tag Report can be exported to a CSV file.
LiveAgent offers a report of fulfilled and missed SLAs from a specific time range and department.
LiveAgent offers a log of fulfilled and missed SLAs from a specific time range and department. Individual entries can be sorted by Requester, Ticket ID, SLA Start time, Department, Agent, Due date, Closed, and SLA remaining/overdue time.
Monitor the availability of your agents. See time (date, hours, from, to) when your agents are online. Filter statistics according to departments and communication channels: Tickets, Chats, Calls. Agent availability can be exported to a CSV file.
LiveAgent offers an Agent report of work time - answered tickets, chats, calls, sales, rewards, and more (see all options below) from a specific time range. Individual input can be sorted by time range, department, channel, and agent. Agent Report can be exported to a CSV file.
See what is the most popular way for your customers to contact you. LiveAgent provides you with detailed insights of every communication channel: Email, Live Chat, Call Center, Contact Forms, Feedback Forms, Facebook messages, Tweets... Forget about external tracking applications. Everything is built in!
Offline support portal
Reduce your customer support costs and workload by providing an offline support portal.
The customer portal stores your knowledge base articles, forum posts, and feedback from your customers. It supports your customers even when your agents are not online. The look & feel can be fully customized to match your business.
Create categories in your customer portal based on your products, services, or types of customers. Add knowledge base articles, forums, or feedback boards. Create knowledge base search widgets, and provide customers with easy access to your knowledge base articles. Search widgets are customizable, and can be placed anywhere in your knowledge base pages.
By using the implemented WYSIWYG editor, you can easily edit and style the content of the articles.
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Easily attach files to your knowledge base articles.
Create a LiveAgent powered Forum and build a community with your customers. Each forum entry is transformed into a ticket so your agent can always respond.
Encourage customers to send you new ideas and feedback for future development. Discuss each idea with your customers in an easy to use feedback forum. Do you know what the most important features for your customers are? Let them vote! Clearly communicate the progress of implementation with your customers.
Adding the Search Widget into your website enables your visitors to search in your articles, forums, and suggestion boards directly from your website. While typing into the Search widget it shows suggestions of articles in real time.
Gamification
Allow your support Agents to earn badges and levels when they perform actions that contribute to the overall success of your company. Make their everyday work more fun and they will do it better.
Solving customers' issues all day long is hard work and your best performing customer support agents deserve to be credited and acknowledged. Badges are given out regularly and levels are gained gradually over time. Get personal and team stats. Gamification is not just about fun, it motivates support team members to work even harder.
Badges create a fun and engaging workplace. With badges, the productivity of the office naturally increases. People love collecting and holding onto rewarding badges and try to shake off the negative ones as soon as possible. Helpdesk managers have a simple and quick way to see who is producing the best results, responding to the most customers, selling the most products vs. who is slacking off with long periods of inactivity.
To make it easier for new agents to determine the skill of other agents and also to have a fun title, we have added levels to agent names. Now you can easily spot the achieved Dragon Slayer of customer support! There are 12 predefined levels, running from Novice through Apprentice to Professional and Wizard, up to the King of Customer support. Levels are earned and permanent, you cannot lose them for inactivity.
See your personal statistics. For how long have you been online, how many messages have you responded to, and other useful data. Benchmark yourself to others in your customer support. See who beats you in what metric and who is the highest ranking Agent logged in today. Reward your agents based on these statistics, set internal goals and see who's performing accordingly.
Multilingual
LiveAgent offers a complete package of multilingual support.
Let your customer support agents use LiveAgent in a language they prefer. LiveAgent currently supports 39 languages and new translations are added regularly.
Do you provide support in multiple languages? Set up your chat, contact, or feedback widgets in a language that your customers and Agents speak.
Mobile apps
Full customer support in your hands with mobile Android or iOS apps. Solve tickets and be more productive even on the road!
Customer service doesn’t stop when you leave your desk. LiveAgent offers a native iOS app for your favorite mobile device, so you can provide customer service even on the go.
Download a free Android LiveAgent app that lets you stay connected to your website visitors outside of the office. You can chat with your customers anywhere, send quick replies, and impress your customers with constant support.
Integrations
Maximize the value of your existing help desk and extend customer satisfaction with LiveAgent's range of integrations, plugins, and apps.
With Zapier you can integrate LiveAgent with hundreds of other apps to automate your work.
Subscribe and unsubscribe your customers to mailing lists directly from LiveAgent's interface.
View and manage billing of the most popular payment processors inside your LiveAgent.
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Increase your sales and customer satisfaction by integrating a live chat button on your eCommerce platform.
Integrate a LiveAgent live chat button on any of the supported content management systems.
Integrate CRM tools to your help-desk and take customer support to the next level.
Integrate project management tools to your help-desk and make your workflow effective.
Integration with Slack will give you an option to automatically receive a notification in a selected Slack channel.
Are you looking to switch from a different helpdesk to LiveAgent? Import tickets from your old helpdesk to LiveAgent.
Security
All communication between your browser and LiveAgent are encrypted, including your chat and email communication.
Specify the visitors' IP addresses in LiveAgent that you wish to ban so annoying visitors won't be able to bother your agents anymore.
With 2-Step Verification (also known as 2 factor authentication), you'll be able to protect your LiveAgent account with both your password and an additional code from the Google Authenticator mobile app.
All LiveAgent hosted accounts run over a secure connection using the HTTPS protocol. Hyper Text Transfer Protocol Secure (HTTPS) is the secure version of HTTP, the protocol over which data is sent between your browser and the website that you are connected to.
Ticket Management
- Universal inbox
- Ticketing
- Hybrid ticket stream
- Automated ticket distribution
- To solve button
- Rules
- Time Rules
- Responsibility
- Departments
- Time tracking
- Tags
- Service-Level-Agreement (SLA)
- Business hours
- Contact groups
- Contacts
- Internal tickets
- Agents
- Companies
- Contact fields
- Ticket fields
- Mass actions
- SPAM filters
- Pause
- Filters
- Notes
- Merge tickets
- Email templates
- Ticket/Customer insights (CRM)
- Canned messages (Macros)
- Predefined answers
- Attachments
- Copy & Paste images
- Export tickets
- Forwarding
- Search & Replace
- Split tickets
- Email notifications
- WYSIWYG editor
- Online ticket history (url)
- Multiple ticket tabs
- Agent collision detection
- Agent ranking
- Contact forms
- Contact form gallery
- GIFs in tickets
- Sounds
- Audit log
- Tickets export
