Ticketing system

What is a Ticketing system?

A ticketing system is a tool, primarily for customer service. It helps customer representatives respond to inquiries from one interface without any struggles. Once a customer agent receives an inquiry from any channel it will be transformed into a ticket. These tickets can be found in a universal inbox. This way your customer agents respond swiftly and in a time-efficient manner.

How does the Ticketing system work in LiveAgent?

After you register and go through the get started guide, you can start using the LiveAgent. After implementing all platforms, where your customers reach out to your company, you can start replying to inquiries. These customer inquiries will now be called Tickets. 

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If you would like to know about all the features our ticketing system has, just read a section with Features down below.

What are the costs of the Ticketing system in LiveAgent?

LiveAgent offers 3 different subscriptions:

• The Ticket subscription for $15 per agent.
• Ticket + Chat subscription for $29 per agent.
• An all-inclusive subscription for $39 per agent.

Each subscription offers a 14-day trial period, where you can test it. The difference between these 3 is the list of features. Different businesses have different needs. You can decide which one is the most suitable one for your business. But, if a 14-day trial is not enough for you, we also offer a free account. But, this account has its feature limitations.

If you would like to find out more about the subscriptions, read LiveAgent – Pricing.

Why should your business consider getting a Ticketing system?

• Great customer satisfaction
• Fast customer inquire resolution
• Centralized system
• Reduced costs
• Higher profits
• Customer loyalty
• Smooth communication

Ticketing system overview:

Universal Inbox:

Universal Inbox is a feature that helps your agents handle all customer inquiries from one interface. You can receive a customer inquiry from Email, Live Chat, Call, Forum, Feedback, Social Media. All inquiries from these platforms can be easily answered from LiveAgent Universal Inbox.

If you would like to learn more about this feature, read LiveAgent – Universal Inbox. 

Ticketing:

The ticket is something that is created when your customer reaches out to your company. This can be through many forms, but it will be still shown as a ticket -from the specific platform. In the ticket, you can see all the information/data about the customer that your company has. This helps you identify and solve a problem faster as a customer representative. Tickets have always a status. This helps your customer service to remain organized. Thus, if the agent has already solved the ticket/inquiry, the ticket status will be CLOSED. If it’s a ticket that has not been resolved yet the ticket’s status will be NEW. There are other phases of tickets such as; answered, postponed, open.

If you would like to learn more about this feature, read LiveAgent – Ticketing.

Hybrid Ticket stream:

In customer service, it is a normal occurrence that the customer drops and reaches out later or through a different platform. Hybrid Ticket stream allows your customer representatives to communicate through the same ticket. For example when a customer switches to different platforms. This is an organized way to deal with customers. In this case, the customer is not going to be answered by another member of customer service. So, it is faster and efficient.

If you would like to learn more about this feature, read LiveAgent Hybrid – Ticket stream.

Automated ticket distribution:

Another great feature of the ticketing system is the ability to distribute tickets automatically. This function is a great way to optimize your customer service. You can set how many tickets agents should receive daily. This way you can make sure that your customers’ inquiries are all answered. Equally distributing the work makes happy, both your customer agents as well as customers that are taken care of.

If you would like to learn more about this feature, read LiveAgent – Automated ticket distribution.

Rules:

Rules in LiveAgent help to set functions such as Automated ticket distribution. In this feature, you can optimize everything involving the agents’ workflow.

If you would like to learn more about this feature, read LiveAgent – Rules.

To solve button:

This feature allows your agents to be reminded of any customer tickets that come. The To solve button allows you to open the customer inquiries from anywhere in LiveAgent. But the important thing this feature does is that it prioritizes customers based on the importance. The importance is based on a few factors such as; waiting time and place in the queue. 

If you would like to learn more about this feature, read LiveAgent – To solve button.

Time Rules:

Time Rules are used both for your customers and agents as well. If used properly, your company can prevent bad customer experiences. For example; if a ticket is older than 24 hours, you can prioritize it for your customer agents. This way, you can manage to answer your customers in a time-efficient manner and help your agents prioritize their work.

If you would like to learn more about this feature, read LiveAgent – Time Rules.

Responsibility:

This feature allows you to distribute the work for agents responsibly. Thus, the agent can be held accountable if the tickets that were assigned to him/her are not done.

If you would like to learn more about this feature, read LiveAgent – Responsibility.

Departments:

Customer inquiries vary. Therefore, it can often happen that the customer reaches the customer representative that might not be able to help him. For example; the customer might need a department that speaks a different language. Having different departments for customer service can help you handle your customers faster.

If you would like to learn more about this feature, read LiveAgent – Departments.

Time Tracking:

Time Tracking can help you understand how much time does a customer representative spend on a ticket. Besides that, we provide a time report, where you can find the time performance of all your customer agents. You can also set up tracking for a specific ticket, report date, and more.

If you would like to learn more about this feature, read LiveAgent – Time Tracking.

Tags:

Tags allow you to customize your workflow. Therefore, if you set tags for specific tickets, you can filter them later on and prioritize the most important ones. For example, you can have a tag called URGENT. 

If you would like to learn more about this feature, read LiveAgent – Tags.

Service-Level-Agreement:

In short, SLAs can help you make sure that your agents answer all the important customer inquiries. SLAs are customizable based on your company’s preferences. This helps your company to reach its customer service targets.

If you would like to learn more about this feature, read LiveAgent – Service-Level-Agreement.

Business hours:

Set up your business hours and let your customers know when your customer service is operating. Therefore, you can set the right customer expectation. Customer services usually do not work constantly. Setting up a break in LiveAgent for your agents can help them recharge. It also helps them to prepare for the work shifts in an organized and productive manner.

If you would like to learn more about this feature, read LiveAgent – Business hours.

Contact groups:

Contact groups are a feature that allows you to organize your contacts in certain categories. Your company can organize contacts to preferred categories based on certain demographics.

If you would like to learn more about this feature, read LiveAgent – Contact groups.

Contacts:

What are Contacts in LiveAgent? Anytime, the customer reaches out to your company, a contact is created in LiveAgent.

If you would like to learn more about this feature, read LiveAgent – Contacts.

Internal tickets/Notes:

Internal tickets are a great opportunity for your agents to create a note in a customer ticket. This can be used as a note for the agent handling the case. However, if you need to transfer a ticket you can simply assign it to your colleague and create a note for him/her. This makes the process easy and the customers are less frustrated. 

If you would like to learn more about this feature, read LiveAgent – Internal tickets.

Agents:

Customer representatives are the ones that work with customer service software the most. However, there are other roles such as Owner and Admin. Distinguishing the roles, helps your company make sure that your software works optimally at all the time. The admin and owner have more options to utilize the software. Therefore, it gives your agents less space for error. In this function, you can set all of this and also add new agents and keep it organized at all times.

If you would like to learn more about this feature, read LiveAgent – Agents.

Contact fields:

Contact fields’ purpose is to create fields for your customer data. So, whenever you open a ticket, you can see the preferred data about the customer.

If you would like to learn more about this feature, read LiveAgent – Contact fields.

Companies:

This is a great function for brands working with a lot of customers from the same company. This feature can help you add yet another categorization to make your agents’ workflow is even better.

If you would like to learn more about this feature, read LiveAgent – Companies.

Ticket fields:

Whenever you open a ticket/customer inquiry, you can see a ticket field on the right side. You can set the ones that your company prefers to have. These ticket fields give you information about the customer that your company has. Therefore you can expedite the ticket faster and create a great customer experience. 

If you would like to learn more about this feature, read LiveAgent – Ticket fields.

Mass actions:

Like many other software programs, LiveAgent also provides Mass actions.  Mass actions save you a lot of time.

If you would like to learn more about all possible actions, read LiveAgent – Mass actions.

SPAM filters:

Getting inadequate customer inquiries can be frustrating and time consuming for your agents. LiveAgent implemented an anti-spam platform that helps you filter these inquiries. So, your customer representatives will not have to deal with them.

If you would like to learn more about this feature, read LiveAgent – SPAM filters.

Pause:

Having a work break is important in any job. However, it can be difficult for customer service to leave for a break at a certain time. A few things can occur. One of them is that the customer representative might forget. The second can be that he/she is constantly receiving inquiries. LiveAgent wanted to prevent frustrated customers and burnout customer service. This function helps you set the break at a specific time, so the agents on the break won’t receive any new tickets.

If you would like to learn more about this feature, read LiveAgent – Pause.

Filters:

Customer support receives a lot of inquiries daily. LiveAgent has Filters, where you can easily filter your customer inquiries/tickets based on your priorities.

If you would like to learn more about this feature, read LiveAgent – Filters.

Merge tickets:

Have you ever received two customer inquiries from the same customer? Well, it happens a lot that the customer tries to reach out through different platforms. With this feature, you can merge the tickets and let one agent deal with the customer’s issue at a time.

If you would like to learn more about this feature, read LiveAgent – Merge tickets.

Email templates:

If you would like to create and automate your responses, you can do that using LiveAgent email templates. This way, you make sure to respond to all your customers.

If you would like to learn more about this feature, read LiveAgent – Email templates.

Ticket/Customer insights CRM:

Get all the important data about your customers in the customer ticket. For instance; name, email, or browser. Having all this data available while providing customer service, creates a great customer experience.

If you would like to learn more about this feature, read LiveAgent – Ticket/Customer insights CRM.

Canned messages (Macros):

Having repetitive customer inquiries can be time-consuming. Thus, you can create Canned messages, which provide the needed information. This way your agents simply answer by using this type of message for general questions. Canned messages are a short sequence text.

If you would like to learn more about this feature, read LiveAgent – Canned messages (Macros).

Predefined answers:

Predefined answers enable your company to create answers with a subject, name, and more. This way your customers get a fast reply and your agents save more time.

If you would like to learn more about this feature, read LiveAgent – Predefined answers.

Attachments:

Sometimes, there are certain files that your customer agents need to send the customer’s way. Tickets in LiveAgent give your agents the ability to drag and drop files directly to a customer’s ticket. 

If you would like to learn more about this feature, read LiveAgent – Attachments.

Copy & Paste images:

Simply send images to customers in customer inquiries/Tickets.

If you would like to learn more about this feature, read LiveAgent – Copy & Paste images.

Export tickets:

Would you like to print out a ticket? Simply export a ticket in HTML or PDF form from LiveAgent and print it right away.

If you would like to learn more about this feature, read LiveAgent – Export tickets.

Forwarding:

Forwarding makes your customer service more professional. LiveAgent provides your company with a customer service email. This way you get all emails regarding customer inquiries directly to Tickets.

If you would like to learn more about this feature, read LiveAgent – Forwarding.

Search & Replace:

Search & Replace is a plugin that you can activate in LiveAgent. With this feature, you can protect sensitive customer data from showing. For example; credit card details.

If you would like to learn more about this feature, read LiveAgent – Search & Replace.

Split tickets:

Sometimes customer agents encounter inquiries that are more suitable for other departments. But it can be for 2 departments at a time. You can split the ticket so the customer gets proper help from specialized customer representatives.

If you would like to learn more about this feature, read LiveAgent – Split tickets.

Email notifications:

Whenever you get an email, you can set up a notification so you never miss out or forget about it.

If you would like to learn more about this feature, read LiveAgent – Email notifications.

WYSIWYG editor:

What you see is what you get editor is a simple way to create your emails or Knowledge Base in LiveAgent. It is easy and user-friendly, so anyone can use it. It helps you visualize the content before you publish it.

If you would like to learn more about this feature, read LiveAgent – WYSIWYG editor.

Online ticket history (URL):

Add a URL link to your emails and let your customer read an online ticket history after he/she logs in.

If you would like to learn more about this feature, read LiveAgent – Online ticket history (URL).

Multiple ticket tabs:

A great multitasking feature in LiveAgent is Multiple ticket tabs. Your customer representative can switch between tickets/customer inquiries to solve more at the same time.

If you would like to learn more about this feature, read LiveAgent – Multiple ticket tabs.

Agent collision detection:

Preventing customer agents working on the same ticket is crucial. You want your company to appear professional. In LiveAgent you can see which agent viewed or answered the customer inquiry/ticket with this feature.

If you would like to learn more about this feature, read LiveAgent – Agent collision detection.

Agent ranking:

Motivate and track your agents’ work. This feature enables your customers to give ranking to the customer agent. Gain insights about your agent’s performance. Reward and improve every day!

If you would like to learn more about this feature, read LiveAgent – Agent ranking.

Contact forms:

You can optimize your workflow using Contact forms for your customers. This way they can reach your customer support even if they are not online by email. 

If you would like to learn more about this feature, read LiveAgent – Contact forms.

Contact form gallery:

Customize your contact forms for customers or create an HTML one. You can easily just submit HTML in the LiveAgent ticketing system.

If you would like to see different styles of contact forms, open LiveAgent – Contact form gallery.

GIFs in Tickets:

Personalizing customer inquiries is easier than ever with the ticketing system. Your customer representatives can easily share GIFs in Tickets and create a great customer connection. 

If you would like to learn more about this feature, read LiveAgent – GIFs in Tickets.

Sounds:

Sounds is a feature that helps your customer representatives be alert. You can set up your preferences. But to give you an overview; you can differentiate the sounds for all kinds of notifications you receive in your ticketing system. For instance; you can set up a specific sound for a new chat inquiry.

To find out more about this feature, read LiveAgent – Sounds.

Audit log:

An audit log is a feature in LiveAgent that simply shows you actions that your customer representatives took. This helps you detect errors and prevent them in the future. 

If you would like to learn more, read LiveAgent – Audit log.

Tickets exports:

Keeping the data about the customers is crucial. Therefore, if you would like to export customers data from your ticketing system, you can simply do that by clicking export to CSV and view the data. For instance; in the Excel sheet.

If you would like to learn more about this feature, read LiveAgent – Ticket exports.

Slack notifications

Slack is a well-known platform, usually used in companies for internal conversations. LiveAgent offers integration of Slack notifications to make sure your agents are always on the top of their customer inquiries. The agents simply get notified and can answer tickets from Slack anytime.

If you would like to learn more about this feature, read LiveAgent – Slack notifications.