LiveAgent Split Tickets Feature
Split tickets in LiveAgent let you duplicate and assign multi-issue tickets to different agents or departments. Try it free for 30 days!
3 min read
Ticket Management
Efficiency
+1
What are multiple ticket tabs?
With LiveAgent’s powerful ticketing tool, you no longer have to worry about limiting your agents to working on just one ticket at a time. The ticketing tool offers the flexibility to have multiple tickets opened simultaneously, allowing your support team to efficiently switch between different customer inquiries and solve them all at the same time. This functionality enables agents to maximize their productivity and effectively manage a high volume of tickets.
Why is this feature valuable?
Multiple ticket tabs provide significant advantages for your support team:
- Increased productivity - Agents can work on multiple tickets simultaneously without switching between different screens or applications
- Faster response times - Agents can efficiently manage multiple customer inquiries at once
- Better resource utilization - Your support team can handle more tickets in less time
- Flexibility - Choose between multiple tabs or the “To solve” algorithm based on your team’s workflow preferences
- Improved customer satisfaction - Faster ticket resolution leads to happier customers
- Reduced agent frustration - Agents have the freedom to work in a way that suits their productivity style
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How does it work?
The multiple ticket tabs feature works by allowing agents to open multiple customer tickets in separate tabs within the LiveAgent interface. Agents can easily switch between tabs to respond to different customer inquiries, manage their workload, and prioritize tickets based on urgency or other criteria.
If you want to restrict your agents to work only on one ticket at a time, you can do that by switching the ‘To solve" algorithm on in your customer support ticket system.
The “To solve” button
By clicking on the “To solve” button, agents can open tickets that are assigned to them and need to be solved.
There is also the possibility to setup a feature where your agents will be able to answer tickets opened from the “To solve” button only. In this case, agents won’t be able to answer tickets opened from the ticket list. They will be able to open only one ticket at once, so multiple ticket tabs won’t be enabled and agents will have to solve each ticket in order.
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Answering multiple emails at once
Take advantage of our multiple tabs feature that allows you to work on multiple tickets simultaneously. This is especially useful when you’re handling multiple customer emails or inquiries from different channels. Your agents can:
- Open multiple tickets in separate tabs
- Switch between tickets without losing their place
- Respond to multiple customers efficiently
- Manage their workload more effectively
- Maintain context for each customer conversation
Flexible ticket management options
LiveAgent offers two approaches to ticket management:
Option 1: Multiple Ticket Tabs (Default)
Enable your agents to work on multiple tickets simultaneously. This approach is ideal for teams that want maximum flexibility and productivity.
Option 2: ‘To Solve" Algorithm
Restrict agents to work on one ticket at a time. This approach is ideal for teams that prefer a more structured, sequential workflow where agents must complete each ticket before moving to the next one.
