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.
How does it work?
When you receive a ticket where a customer needs to solve two or more different issues, you simply click the Split button. This will create a copy of the original ticket within your ticketing tool with a new reference number. You can use it as a normal, valuable ticket with all features as usual. Let’s see a scheme on how this works:
Example
Your customer David is wondering how to setup and configure his default e-mail address for e-mail communication with customers and also if there is a possibility to customize the chat buttons by our designers. We can clearly see this is a case suited for two different departments and your customer support agent will now use the Split Ticket feature to split and assign the ticket to other, more suitable agents/departments.
The Split button will simply duplicate the ticket with a new reference number and the agent can assign it to the right Department.
Communication in Ticket A, regarding the setup and configuration of an email address, will continue in the original ticket. Communication regarding design possibilities will be handled in Ticket B, with a new reference number and assignee.
Solve problems more efficiently
Split tickets that contain multiple requests into two to ensure faster problem resolution. Try it today. No credit card required.
Knowledgebase resources
Ticket sharing is a vital aspect of customer service, allowing agents to collaborate and provide accurate responses. Implementing reliable ticketing tools facilitates efficient sharing and resolution of customer inquiries. LiveAgent offers ticket sharing through internal live chat, enabling quick and secure transfer of tickets between agents. This feature enhances productivity and ensures no issue goes unresolved. Ticket sharing improves response times and workflow efficiency, leading to higher customer satisfaction levels.
LiveAgent is a help desk software that improves customer service in eCommerce businesses. It offers a unified inbox and customization options to streamline support and manage inquiries. LiveAgent also provides features like ticket management, VoIP phone systems, and call center software. It has received praise for its ease of use and cost-effectiveness with pricing starting at $9/month/agent. LiveAgent offers a 14-day free trial and the ability to export tickets in HTML or PDF format. It encourages sign-ups for a free trial and is currently building a dashboard for new customers.
Ticketing systems improve productivity and customer satisfaction, leading to more sales and brand loyalty. LiveAgent offers a ticket management system with features like social listening, CRM, live chat, and knowledge bases. Choosing the right system involves researching and trying out different options. LiveAgent provides a free trial and demo for businesses to test its software.
