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Hybrid ticket stream

A hybrid ticket stream is a help desk feature that allows customer support agents to follow a customer’s ticket resolution journey across multiple channels in the same ticket thread. For example, if a customer starts a conversation on live chat, but later on follows up by email or phone, all three interactions will be accessible within the same ticket stream.

Why is the hybrid ticket stream a must-have feature?

Having a help desk that has a hybrid ticket stream feature can be really beneficial because it:

  • Eliminates confusion
  • Improves agent efficiency
  • Speeds up response times
  • Improves customer satisfaction
  • Provides a holistic overview of each customer’s problem resolution journey

What channels does it support?

LiveAgent users can continue the conversation in the same hybrid ticket thread via:

Connect the dots with ease

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What does the hybrid ticket stream look like/how does it work in practice?

The hybrid ticket thread can be compared to a Facebook messenger conversation. You can see the exchanged text messages as well as the fact that a video call or voice call took place.

Hybrid ticket stream

However, LiveAgent takes it further and provides its users with call recordings that can be played back at any time. In addition to that, if the hybrid ticket stream contains emails, live chats, or social media messages it displays them directly inside the thread.

Check out this video to see how it works:

YouTube video player

How can you benefit from the hybrid ticket stream?

At its core, the hybrid ticket stream improves the customer experience. Improving the customer experience leads to higher customer satisfaction levels, which is one of the best ways to generate more sales, reduce churn, and get loyal customers that have a high lifetime value.

Hybrid ticket stream
Image courtesy of SuperOffice

So how does the hybrid ticket stream contribute to this? As stated above, it eliminates confusion, improves agent efficiency, speeds up response times, and provides a holistic overview of each customer’s problem resolution journey. 

Let’s take a closer look at each of these points.

Eliminating confusion

Let’s be honest, connecting the dots can be a hard task without the hybrid ticket stream. If a customer is a fan of using different channels to communicate with your business, your agents can easily forget what’s been said and agreed to. 

For example, one agent could assist a customer on Twitter and agree to give them a refund, and then go on vacation. If the customer decided to follow up on the refund via email, the agent taking over would have no idea what they’re talking about (that is if they didn’t have access to hybrid ticket streams).

This could create some uncomfortable situations for your agents and even lead to customer churn. In fact, according to a study by Gladly, 54% of customers said they’d rather spend the day in wet socks than repeat themselves [to customer service agents], which is saying quite a lot. 

Hybrid ticket stream
Image courtesy of HubSpot Research

Improving agent efficiency

Having a hybrid ticket stream is also great for agent efficiency. With a stream in place, agents don’t have to waste their time searching for specific tickets if a scenario like the one mentioned above arises. 

With a hybrid ticket stream, everything is stored in one place, making it easy to understand customer requests.


Speeds up response times

When agents can see all messages about the same issue in one place, they won’t have to waste their time searching for additional information. This not only makes your agents look more knowledgeable but also speeds up their response times, which is a factor that greatly impacts customer satisfaction.

In essence, the faster the problem resolution, the better.

Hybrid ticket stream
Image courtesy of Astute

A holistic overview of each customer’s problem resolution journey

This point sums up all the above-mentioned benefits. A hybrid ticket stream enables agents to understand customers and their problems better. This results in better customer experiences, more satisfaction, more recommendations, and more sales.

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Knowledge base resources

To learn more about the features available in LiveAgent ticketing software, check out these articles or our product tour video.

YouTube video player

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