Tickets management

Customer context: A customer wants to export tickets to HTML or PDF but would like specific custom fields to be excluded or hidden in the exported document. Customer: Can I exclude or hide custom ticket fields when exporting tickets to HTML or PDF? Answer: I'm sorry, but it's not possible to exclude or hide custom ticket fields when exporting a ticket to HTML or PDF. LiveAgent designs the PDF/HTML export function to include all ticket fields, and there's currently no setting to change this.

Customer context: The customer is an administrator or owner of the LiveAgent software and wants to secure critical ticket data from being irreversibly removed by agents. Customer: Can I block ticket deletion for agents? Answer: Basically no, but agents only have the ability to delete tickets, which essentially moves them to a "Deleted" status within LiveAgent. Only Administrators or Owners have the ability to purge (permanently remove) these deleted tickets.

Customer context: The customer is testing and setting up email tickets and wants the system to send an auto-response to the users after they email the help desk. Customer: How can my customer get an auto-response that acknowledges we received their email? Answer: By default, LiveAgent doesn't send an auto-response with a ticket ID when a new email ticket is created. However, you can configure the system to send an automatic reply to the customer after a ticket is created by following the instr...

Customer context: A customer is using LiveAgent and wants to know if it's possible to delete a specific email from a ticket. Customer: Can I delete just a specific email from the ticket in LiveAgent? Answer: No, it's not possible to delete single emails within the ticket in LiveAgent. You can only delete whole tickets.

Customer context: The customer seeks to understand the SLA (Service Level Agreement) behavior when merging an overdue ticket with a non-overdue ticket. Customer: If I have an SLA rule and I merge an overdue ticket with a non-overdue ticket, how will the SLA be calculated? Answer: When you merge an overdue ticket with a non-overdue ticket, the resultant ticket will maintain its original importance (SLA timer) and not inherit the overdue status from the other ticket.

Customer context: A customer has merged two tickets and wants to know if they can recover the original tickets. Customer: Can I recover the merged tickets? Answer: Merged tickets cannot be recovered, but you can split an answer from a ticket to a new one. Follow the steps in this guide: https://support.liveagent.com/289910-Split-Ticket. Please note that splitting the ticket only creates a copy of an existing ticket and it does not recover the original message.

Customer context: The customer has an agent leaving their team and wants to know whether they will lose the agent's ticket history or assigned tickets if the agent is removed. Customer: If I remove an agent, do I lose their ticket history and assigned tickets? Answer: No, when you remove an agent, you will have the option to reassign their tickets to another agent. The ticket history will be preserved.

Customer context: The customer wants to limit the number of submitted tickets by a specific customer to prevent abuse and spamming. Customer: Is there any way to limit submitted tickets? Answer: Unfortunately, LiveAgent does not have a feature to limit the number of submitted tickets by a specific customer. For spam prevention, you can use the Ban IP option for chats (https://support.liveagent.com/403118-Ban-IPs) and create rules for emails to mark them as spam based on specific conditions.

Customer context: The customer has accidentally deleted a ticket and wants to reopen it. Customer: How can I reopen deleted tickets? Answer: If the ticket was not purged, you can undelete it by adjusting your ticket filter to display deleted tickets, locating the ticket, and clicking the Undelete button. Please note that if a ticket has been manually merged into another ticket and subsequently deleted due to the merging action, it cannot be restored, as this action is irreversible.