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Ticketing

A ticketing system is a tool or software that captures, organizes, and manages customer service requests. At its core, the system enables businesses to resolve customer requests (tickets) in a more quick and efficient manner.

What are the benefits of using a ticketing system?

  • Seamless omnichannel interactions
  • Efficient ticket resolution
  • Ticket prioritization
  • Improved agent productivity
  • SLA monitoring and reporting
  • Real data insights
  • Improved quality of support and higher customer retention
  • Self-service options
  • Significant savings (eliminating the need for third-party applications and software by storing all messages and customer information in one centralized location)

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What stand-out features does the LiveAgent ticketing software have?

Universal inbox

LiveAgent’s universal inbox streamlines emails, phone calls, social media messages, knowledge base tickets, and live chat messages into a single, shared inbox. It also enables users to answer all incoming messages directly from the inbox without having to monitor or log in to each respective platform.

Universal-Inbox-feature-LiveAgent
LiveAgent’s ticketing dashboard

Hybrid ticket streams

One of LiveAgent’s standout features is the hybrid ticket stream that allows agents to follow a customer’s ticket resolution journey across multiple channels in the same ticket thread. This means that if the 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.

Clickable ticket ID’s

LiveAgent automatically assigns each ticket a unique ticket identifier (ID). If one of your agents is stuck and needs to ask for help, they can easily share a clickable ticket ID with their colleagues that will automatically redirect them to the ticket itself.

Ticketing

CRM

LiveAgent boasts a built-in CRM that enables users to create custom CRM fields. Store all the necessary information about your customers, including past purchases, tickets, and unique insights inside your ticketing dashboard.

Ticket_Customer-insights-CRM

Agent collision detection

LiveAgent’s ticketing system alerts you whenever you’re stepping on another agent’s turf. For example, if you’re about to start answering a ticket that another agent is working on, the system will automatically alert you.

Agent collision detection

Automated ticket distribution

With LiveAgent ticketing software, all incoming customer messages will be automatically assigned to an appropriate support agent, eliminating any confusion or loitering amongst your staff. Each agent will know exactly which tickets they need to answer, resulting in higher productivity levels and more efficiency.

SLA management

LiveAgent’s ticketing system will monitor all your tickets for SLAs and notify you whenever you receive a ticket from a VIP client or whenever a ticket from a VIP client is about to be overdue.

SLA-level-LiveAgent
SLA settings

Tags and filtering

LiveAgent’s ticketing system automatically organizes all incoming tickets according to channel, priority, and date received. Users can also add tags to every ticket to make filtering easier and gain an at-a-glance overview of each ticket’s contents. 

Ticketing

Private notes

Agents can create private notes inside ticket threads that are visible to agents only. Private notes can serve as reminders or help bring other agents up to speed on a ticket or customer request.

Ticketing

Ticket splitting and merging

This feature can significantly speed up ticket resolution times. If you receive multiple tickets about the same issue from the same person, you can easily merge the tickets into one. Alternatively, if you receive one ticket that requires the attention of two departments (for example both sales and IT) you can split the ticket in two to ensure maximum efficiency.

Ticketing

Internal chat and call

Just like in Gmail, LiveAgent’s ticketing software enables you to chat with your online colleagues directly inside your LiveAgent dashboard. Internal calls are available too, of course.

Internal call

Automation rules

Ticketing automation rules can free your agents from mundane and repetitive tasks. By creating specific time and trigger-based automation rules, your ticketing system will be able to execute tasks like following up on emails or marking tickets as spam.

Reporting

LiveAgent’s ticketing software is equipped with robust reporting and data analysis tools. Generate performance reports, SLA compliance reports,

Ticketing

Gamification

Customer service can be a repetitive and thankless job. Make it more fun with gamification badges, levels, and rewards. Your agents will have something to look forward to every day, and a healthy level of competitiveness will boost their work efficiency.

Ticketing

Which communication channels can you connect with LiveAgent’s ticketing system?

  • Email
  • Live chat
  • Phone (can register an unlimited number of VoIP phone numbers)
  • Facebook
  • Instagram
  • Twitter 
  • Viber 
  • Contact forms
  • Customer portal

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How does the ticketing system work?

Whenever your customers reach out to your company through a channel that you’ve connected with LiveAgent, the system will automatically generate a new support ticket.

What does it look like in practice?

If you’re wondering whether your customers will be able to tell that you’re using ticketing software to answer their phone calls, live chats, Viber messages, Tweets, or emails, the answer is no. Check out how it works in this detailed video tutorial.

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Getting your ticketing system up and running

To ensure you’re utilizing your ticketing system to its fullest potential you’ll have to connect it with all your email accounts, social media profiles, and phone numbers. You’ll also have to place our live chat widget on your site and create a LiveAgent support portal. Not sure how? Check out this getting started guide.

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Knowledge base resources

Check out the complete ticketing system features list here.

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