In LiveAgent Admins can choose if Agents can answer tickets from the “All tickets” list or if they can only answer tickets from the “To solve” button.
The “To solve” button makes sure that no tickets are missed, and agents answer tickets that are sorted by priority or SLAs.
Solving tickets, receiving chats, calls
Admin or Agent (if allowed) can turn on/off solving/receiving:
- Tickets
- Chats
- Calls
Solving chats 
Solving tickets
If solving tickets is turned on, the “To solve” button (next to your profile name and picture) will be automatically shown with the number of tickets that are waiting for Agent to be answered.
Moreover, Admin can define the “To solve” button to show the most important tickets that have to be solved as soon as possible. They can be sorted in order by specifying the ticket priorities, time, SLAs.
To solve algorithm
Defines the order of tickets in the “To solve” queue.
- Prioritize tickets in queue by time
- Prioritize the last Agent (“To solve” button will assign tickets to agents, who replied to them last in the first place)
Knowledgebase resources