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Ticketing

Have you ever been overwhelmed by the number of customer inquiries your company receives daily?

Nowadays, customers reach out through all kinds of available platforms. So, how can you handle all their inquiries efficiently? LiveAgent will automatically sort your company communication into support tickets. You can easily find and review the history of every communication between you and your customer at any time. Moreover, LiveAgent stores the complete communication history without any limitations.

Business benefits:

  • Customer loyalty
  • Fewer costs
  • Higher revenue
  • Improved CX

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What is a support ticket?

A support ticket is a communication thread between a customer and a company’s support staff. Tickets store Emails, Live chatsPhone callsFacebook messagesTweets, internal notes, or other data related to a single customer issue, all neat in one place.

How do support tickets work?

Whenever your customers reach out to your company, a new help desk ticket is generated in LiveAgent. It could be from any integrated channel mentioned above, such as a Call, Email, or a new Viber message. Simply, you get all the customer inquiries in one place. 

Support ticket information;

Ticket Reference Number (ID)

Each Support ticket has a unique reference number (ID), which will help you quickly locate, add to, or communicate the status of the user’s issue or request.

Support Ticket ID LiveAgent
Ticket ID

Ticket Phases

Throughout a help desk ticket’s life, it can obtain various states. When it comes to the system for the first time, it’s marked as “New”. After it’s replied to, it’s marked as “Answered”. When the customer replies again, the Ticket is marked as “Open”.

Support ticketing functions:

Automate Ticket Distribution 

This function makes sure your Agents always have their optimal load. As a result, you can define how many Tickets, Chats, and Phone calls your agents can handle. Moreover, you can set phone duty rotation, pause times, and let them rest when they need it.  

Set Routing and Escalation rules

Routing and Escalation rules Assign Tickets at any stage in their life to individual Agents or whole Departments. Set your own rules and criteria for Ticket distribution based on Ticket parameters, events, or time-­based conditions.

Merge tickets

Another support ticketing function is the ability to merge tickets. So, when you receive the same inquiry twice, you can merge them together. This creates a smooth and efficient workflow for your customer representatives.

Use Multiple support ticket tabs

Let your customer service/support deal with multiple support tickets at the same time in LiveAgent.

Note: You can also switch to an option where your agents work with one customer inquiry at a time.

Create Internal Notes

Internal help desk ticket notes are available for your support agents to easily manage to transfer the customer. No need to contact your colleague through a different platform. The agent can easily create an internal note in the ticket for another agent to process the customer’s request smoothly. This is an efficient way to communicate between departments as well as customers.

Ticket Ownership, Responsibility & Transferring 

Easily manage ticket responsibilities. Change the ownership of a Ticket to a different Department or even an individual Agent. Always know who is responsible for solving each support ticket. Never hear that “I didn’t know it was my responsibility” again. 

Knowledgebase resources:

If you would like to find out more, read about all Ticketing system features – LiveAgent.

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