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.
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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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
LiveAgent’s ticketing software is equipped with robust reporting and data analysis tools. Generate performance reports, SLA compliance reports,
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.
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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.
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.
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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I have to say, I have never experienced such a professional customer approach.
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We find LiveAgent to be the best live chat solution by far.
We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.
With LiveAgent we’re able to give our customers support wherever they are.
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I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.
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We like it because it is easy to use and offers great functionality, such as useful reporting features.
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From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.
LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.
Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.
We’ve been using LiveAgent since 2013. We can't imagine working without it.
It's a cost-effective solution that can help you with a large amount of support requests via different channels.
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Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.
LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...
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I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.
The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
We see LiveAgent as a great tool for communicating with customers.
LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.
Simply put - LiveAgent beats everything out there at this, or even higher, price-points.
Check out the complete ticketing system features list here.
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