Emails

Home > Frequently asked questions > General > Emails

How can I change the default reply email address in LiveAgent?

Customer context: The customer wants to know how to change default reply from address for outgoing emails sent from his LiveAgent account. Customer: How can I change the default reply email address in LiveAgent? Answer: In LiveAgent, administrators have the option to allow chosen [outgoing email accounts](https://support.liveagent.com/988633-Configuring-Outgoing-Email-Accounts) for each department separately, allowing agents to reply to tickets using only selected email addresses, or force rep...

Is it recommended to use the LiveAgent integrated built-in e-mail address to communicate with customers?

Customer context: Every LiveAgent account has a pre-set built-in outgoing and incoming email account in the following form - support@mail.mycompany.ladesk.com. A customer is interested to know more about our built-in email Customer: Is it recommended to use the LiveAgent integrated built-in e-mail address to communicate with customers? Answer: No, the built-in email account is recommended only for testing purposes for new LiveAgent users. Please note that using the built-in email account to ma...

How can I create and configure agent signatures?

Customer context: The customer wants to know how admins can create and configure agent signatures. Customer: How can I create and configure agent signatures? Answer: The styling and configuration of the signature can be done in the Customer templates section of LiveAgent Configuration by an admin. More information about signatures can be found here: https://support.liveagent.com/375874-HTML-Signature-for-agents

Does the built-in email account count towards the Enterprise plan's 500 incoming and 500 outgoing email account limits?

Customer context: The customer is using LiveAgent and has the Enterprise subscription plan that allows 500 incoming and 500 outgoing email accounts. They want to clarify if the built-in email account is counted in their account limits. Customer: Does the built-in email account count towards the Enterprise plan's 500 incoming and 500 outgoing email account limits? Answer: No, the built-in email account does not count towards the account limits. You can still have 500 incoming and 500 outgoing e...

Does the built-in email account count towards the Large business plan's 150 incoming and 150 outgoing email account limits?

Customer context: The customer is using LiveAgent and has the Large business subscription plan that allows 150 incoming and 150 outgoing email accounts. They want to clarify if the built-in email account is counted in their account limits. Customer: Does the built-in email account count towards the Large business plan's 150 incoming and 150 outgoing email account limits? Answer: No, the built-in email account does not count towards the account limits. You can still have 150 incoming and 150 ou...

Does the built-in email account count towards the Medium business plan's 10 incoming and 10 outgoing email account limits?

Customer context: The customer is using LiveAgent and has the Medium business subscription plan that allows 10 incoming and 10 outgoing email accounts. They want to clarify if the built-in email account is counted in their account limits. Customer: Does the built-in email account count towards the Medium business plan's 10 incoming and 10 outgoing email account limits? Answer: No, the built-in email account does not count towards the account limits. You can still have 10 incoming and 10 outgoi...

If I delete an incoming email account, will the tickets send to that email be deleted as well?

Customer context: The customer has been using LiveAgent helpdesk software and is planning to delete an incoming email account. They want to know the effect of this action on the tickets associated with the old email account. Customer: If I delete an incoming email account, will the tickets send to that email be deleted as well? Answer: No, tickets won't be deleted as they are not tied to the email account. You are free to delete the email account without affecting the existing tickets. You can...

Why isn't my connected Gmail email fetching incoming emails?

Customer context: The user has integrated their Gmail email account with their LiveAgent account. However, despite performing several diagnostic tasks and reconnecting and deleting the connected incoming email account, the account doesn't fetch the incoming emails. Customer: Why isn't my connected Gmail email fetching incoming emails? Answer: Please try sending a test email to your connected Gmail account. Check if it arrives in your Gmail inbox. If it does, navigate to Settings > See all s...

Why didn't the ticket subject change when the client updated it?

Customer context: The customer is a user of LiveAgent who is enquiring why the subject of a ticket did not change even though the client has updated it. Customer: Why didn't the ticket subject change when the client updated it? Answer: In your LiveAgent account, the setting "Update ticket subject from every received reply" is not activated in Configuration > Email > Email settings. Therefore, the subject does not automatically change when the customer updates it. Refer this link for more...

Why are tickets being reopened with a system message saying "answer was not delivered"?

Customer context: The customer is confronted with a technical issue where their emails are not being delivered, which leads to tickets reopening along with a system message "answer was not delivered". Customer: Why are tickets being reopened with a system message saying "answer was not delivered"? Answer: This issue is resultant of a feature that reopens the ticket when the email cannot be delivered to the recipient. The delivery report is delivered from the email server of the recipient addre...

How do I resend my unsent emails after changing my email password?

Customer context: The customer has recently changed the password to their email account and has pending emails stuck in the sending status in LiveAgent. Customer: How do I resend my unsent emails after changing my email password? Answer: Navigate to Configuration > Email > Outgoing email accounts and click on the account with the changed password. For accounts connected via Google or Microsoft, click "Reconnect". For SMTP accounts, click "Change password". If there are still emails in Se...

How does email forwarding work?

Customer context: A customer is interested in how email forwarding works. Customer: How does email forwarding work? Answer: Email Forwarding works by automatically redirecting emails from one account to another. If you set up this method with LiveAgent, emails arriving in your connected business email account would be instantly forwarded to your LiveAgent account and converted into tickets. This means your agents can respond to these emails right from the LiveAgent software, minimizing the del...

How does IMAP fetching work?

Customer context: A customer is interested in how IMAP fetching works. Customer: How does IMAP fetching work? Answer: IMAP fetching works by synchronizing with your email server and retrieving emails. With LiveAgent, these emails are fetched every few minutes (depending on the number of connected accounts, etc...) through 'cron jobs' - automation that performs periodic tasks. The messages are then converted into tickets that agents can respond to directly from their LiveAgent panel. For more d...

What's the difference between IMAP and Forwarding?

Customer context: A customer is interested in the difference between IMAP and Forwarding connection methods. Customer: What's the difference between IMAP and Forwarding? Answer: The difference between IMAP and Forwarding lies in how emails are fetched from your email account to LiveAgent. IMAP syncs with your email server and retrieves email messages periodically via cron jobs every few minutes (on the number of connected accounts, etc...). On the other hand, forwarding works by re-sending or ...

How can I change the default reply template for replies?

Customer context: A customer wants to modify the default reply template for their email replies. Customer: How can I change the default reply template for replies? Answer: You can customize the email templates by following the instructions provided in this guide: https://support.liveagent.com/144958-Setting-Up-and-Customizing-Email-Templates.

How do I know the exact time when an email was received in LiveAgent?

Customer context: A customer is looking for ways to know the exact time when an email was received in LiveAgent. Customer: How do I know the exact time when an email was received in LiveAgent? Answer: There are multiple ways to check the exact time when a ticket was created in LiveAgent: 1) Hover your mouse cursor over the timestamp in the ticket, and the exact time will be displayed automatically; 2) Mark the "Created" column to the Tickets grid, which provides a clear indication of the ticke...

Can I create multiple departments and connect different emails to each one in LiveAgent?

Customer context: A LiveAgent user wants to manage emails for multiple departments using the platform. Customer: Can I create multiple departments and connect different emails to each one in LiveAgent? Answer: Yes, you can create multiple departments and connect different emails to each one in LiveAgent. To do this, follow the instructions here: https://support.liveagent.com/381336-Configuring-Department-Specific-Outgoing-Email-Accounts. By setting up separate mailboxes for each department, yo...

Can LiveAgent handle multiple emails under one account?

Customer context: The customer uses multiple email addresses for their business and wants to manage them within one helpdesk solution. Customer: Can LiveAgent handle multiple emails under one account? Answer: Yes, LiveAgent can handle multiple email addresses within one account. Your team can manage all incoming and outgoing emails from various addresses using a single LiveAgent account.

How can I set up an email signature for my agents?

Customer context: The customer wants to set up email signatures for their agents in LiveAgent. Customer: How can I set up an email signature for my agents? Answer: To set up email signatures for your agents, go to Configuration > Email > Customer Templates and select the template. You can use standard variables like {$agentName}, {$agentSignature} (which can be personalized by each agent in "edit profile" > Signature), and {$agentAvatarUrl} for including the agent's photo. Learn more ...

What is the difference between incoming and outgoing email accounts?

Customer context: A customer is seeking clarification on the difference between incoming and outgoing email accounts in LiveAgent. Customer: What is the difference between incoming and outgoing email accounts? Answer: Incoming email accounts are where you connect email addresses that you want to fetch messages from, so when an email is sent to this address, it is fetched into LiveAgent. Outgoing email accounts, on the other hand, are used to send messages and replies from LiveAgent.

How can I allow each agent to make their own signature?

Customer context: The customer wants to know how agents can create their own signatures in LiveAgent. Customer: How can I allow each agent to make their own signature? Answer: Each agent can create their own signature by going to their profile settings in LiveAgent. However, the signature will be in plain text.

Can I unmerge/separate merged tickets?

Customer context: A customer has mistakenly merged tickets and wants to unmerge/separate them. Customer: Can unmerge/separate merged tickets? Answer: No, merged tickets cannot be directly unmerged. However, you can split the answer from the ticket to a new one. To do this, please follow the instructions in this guide: https://support.liveagent.com/289910-Split-Ticket.

Does the built-in email account count towards the Small business plan's 3 incoming and 3 outgoing email account limits?

Customer context: The customer is using LiveAgent and has the Small business subscription plan that allows 3 incoming and 3 outgoing email accounts. They want to clarify if the built-in email account is counted in their account limits. Customer: Does the built-in email account count towards the Small business plan's 3 incoming and 3 outgoing email account limits? Answer: No, the built-in email account does not count towards the account limits. You can still have 3 incoming and 3 outgoing email...

How can I remove the unwanted greeting from my email?

Customer context: A user has an issue with the email footer as their signature template adds information and includes an unwanted greeting. Customer: How can I remove the unwanted greeting from my email? Answer: The issue can be resolved by modifying the customer templates by navigating to Configuration -> Email -> Customer Templates. You can find detailed instructions on general template customization at the following link: https://support.liveagent.com/846069-General-template-customiza...

How can I stop the system from sending replies to both 'Reply to' and 'From' values in LiveAgent?

Customer context: The customer noticed a recent change in their LiveAgent site. Now, when an agent replies to a ticket, the message is being sent to both 'Reply to' and 'From' values, which was not happening before. Customer: How can I stop the system from sending replies to both 'Reply to' and 'From' values in LiveAgent? Answer: You can change this behavior in your LiveAgent settings. Go to Configuration > Email > Email settings > 'Conversation recipients'. From there, you can manage...

Can I connect an office365 email account secured by two-step authentication to LiveAgent?

Customer context: The customer wants to add an office365 email address secured by two-step authentication to their LiveAgent account. Customer: Can I connect an office365 email account secured by two-step authentication to LiveAgent? Answer: Yes, you can connect a Microsoft office365 email account with two-step authentication to LiveAgent using the OAuth method. When adding the email, you will be redirected to a separate Microsoft window to authenticate the account. After authentication, a tok...

Can I change the built-in email address to reflect my custom domain used for our LiveAgent account?

Customer context: The customer has a custom domain for their LiveAgent account and wants to change the predefined built-in email address to reflect their custom domain. Customer: Can I change the built-in email address to reflect my custom domain used for our LiveAgent account? Answer: No, you cannot change the predefined built-in email address (https://support.liveagent.com/787664-Built-in-email-account-configuration) as it is automatically created based on your original LiveAgent domain and ...

Can I receive email notifications about new ticket replies?

Customer context: A customer wants to know if they can receive email notifications about new ticket replies in LiveAgent. Customer: Can I receive email notifications about new ticket replies? Answer: Yes, you can receive email notifications about new ticket replies. Agent notifications are sent to offline agents for various actions, such as ticket assignment, customer replies, or new tickets in their department. To set up notifications, click on your profile photo in the top right corner of yo...

Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket?

Customer context: A customer is experiencing issues with the "firstRecipientFirstName" variable not functioning when creating a new ticket. Customer: Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket? Answer: The {$firstRecipientFirstName} variable does not work in the "new ticket" email template because when the template is loaded when creating a new ticket, the system does not know the recipient's name yet. There is no recipient name that can be populate...

What does the pale yellow background mean for some emails?

Customer context: A customer has noticed emails with a pale yellow background in their inbox and is unsure about their meaning. Customer: What does the pale yellow background mean for some emails? Answer: Emails with a pale yellow background are sent from an email address that an agent uses as a login username. They are essentially basic emails, but the different color separates them from regular customer replies. You can reply to these emails just like you would to regular customer emails.

Can I set up a different email template for every department?

Customer context: A customer wants to use different email templates for each department in their helpdesk system. Customer: Can I set up a different email template for every department? Answer: Yes, you can create department-specific email templates that will override the general template when sent from a specific department. To create a department-specific template, click on the "Create department specific template" button (Folder icon). All existing department-specific templates are listed u...

What is the difference between Customer templates and Agent templates?

Customer context: A user wants to understand the difference between Customer templates and Agent templates in LiveAgent. Customer: What is the difference between Customer templates and Agent templates? Answer: In LiveAgent, Customer templates are email templates sent to customers for scenarios like new tickets, ticket replies, and chat transcripts. Agent templates are email templates sent to agents for notifications and registration/password-related emails. To edit your email templates, go to ...

How can I forward all messages from a ticket?

Customer context: A customer wants to forward all messages from a ticket to a different email address. Customer: How can I forward all messages from a ticket? Answer: You cannot forward an entire ticket with all its messages. However, you can forward the last or specific message from a ticket. To forward the last message, click the "More" button in the ticket actions section and select "Forward". To forward a specific message, locate the desired ticket item, click the "Options" button in the t...

Can I add all ticket messages to the quoted text of my email reply?

Customer context: A customer wants to know if they can include all ticket messages in the quoted text of their email reply. Customer: Can I add all ticket messages to the quoted text of my email reply? Answer: You can include the last message of the ticket and its quoted text your email reply. This can be set up in the Ticket reply template (https://support.liveagent.com/144958-Email-templates). However, it's not possible to quote more than the last message of a ticket and its quoted text, if ...

Why is LiveAgent merging unrelated conversations?

Customer context: A customer is experiencing difficulty with LiveAgent merging various email conversations into one ticket, even when the subject and recipients have changed and the topic is unrelated to the previous messages. They are looking for a solution to have separate email chains. Customer: Why is LiveAgent merging unrelated conversations? Answer: LiveAgent merges email messages to existing tickets based on the unique message-ID header found in the reply-to or references headers of ema...

Can I create additional default (ladesk) mail accounts?

Customer context: A customer wants to know if they can create additional default (ladesk) mail accounts in LiveAgent. Customer: Can I create additional default (ladesk) mail accounts? Answer: No, unfortunately, you cannot create additional built-in ladesk mail accounts. We recommend connecting your own mail account for both incoming and outgoing emails instead. For more details, please, visit the following article - https://support.liveagent.com/934190-Can-I-change-the-built-in-email-address-t...

Why are my emails fetched to LiveAgent with a delay?

Customer context: A customer is experiencing delayed email fetching in LiveAgent. Customer: Why are my emails fetched to LiveAgent with a delay? Answer: It is normal for emails to be fetched into LiveAgent with a delay. The system fetches your emails automatically at regular intervals using a background task. The delay depends on various factors and is part of the standard process.

Why are my emails not fetched at all?

Customer context: A customer is experiencing issues with emails not being fetched at all in LiveAgent. Customer: Why are my emails not fetched at all? Answer: If emails are not being fetched, check your mail account's status at Configuration > Email > Incoming mail accounts. You will most likely see this mail account in an error state. To resolve the issue, reach out to your mail server provider/administrator or our support team with further details, depending on the error message.

Why are my emails not sent out from LiveAgent?

Customer context: A customer is experiencing issues with emails not being sent out from LiveAgent. Customer: Why are my emails not sent out from LiveAgent? Answer: If emails are not sent out, check your mail account's status at Configuration > Email > Outgoing mail accounts. You will most likely see this mail account in an error state. To resolve the issue, reach out to your mail server provider/administrator or our support team with further details, depending on the error message. If yo...

Will error responses from recipient servers for non-existing email addresses show up in LiveAgent?

Customer context: The customer is using LiveAgent and wants to know if error responses from recipient servers for non-existing email addresses will show up in the software. Customer: Will error responses from recipient servers for non-existing email addresses show up in LiveAgent? Answer: Yes, if an email is not delivered, the error response from the recipient server will appear directly in the ticket itself.

If I delete an incoming email account and create a new one, will the tickets to the old email be deleted?

Customer context: The customer wants to delete an old email account and create a new one, and is concerned about losing existing tickets. Customer: If I delete an incoming email account and create a new one, will the tickets to the old email be deleted? Answer: No, the tickets won't be deleted as they are not tied to the email account. You can delete the old email account and connect a new one. Changing an email account's details is not possible, so you need to delete the unused one and connec...
×