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Can we create custom ticket statuses in LiveAgent?
Customer context: A user of LiveAgent is looking to customize their helpdesk ...
Updated:
Jul 14 (8 months ago)
Home -> Frequently asked questions -> General -> Design
What is the usage of ticket participants in the ticket?
Customer context: The user works in the support department of an organization...
Updated:
Jul 13 (8 months ago)
Home -> Frequently asked questions -> General
Global ticket filter
Let´s say that you as the owner of your LiveAgent system want to define defau...
Updated:
Aug 10, 2022
Home -> Technical Support -> Features and functions -> Filters & Reports
Is it possible for us to create our own ticket ID format in LiveAgent?
Customer context: A customer is looking to customise the ticket ID format in ...
Updated:
Jul 14 (8 months ago)
Home -> Frequently asked questions -> General -> Design
Split ticket action
From time to time, you may receive a [ticket](https://www.liveagent.com/featu...
Updated:
May 18 (10 months ago)
Home -> Technical Support -> Features and functions -> Tickets management
Why are the recipients in ticket the same after I changed the ticket owner?
Customer context: A customer has changed the owner of a ticket but noticed th...
Updated:
May 30 (9 months ago)
Home -> Frequently asked questions -> General
Ticket Statuses Overview
Ticket status refers to the different stages a ticket goes through. In LiveAg...
Updated:
Feb 20 (36 days ago)
Home -> Technical Support -> Features and functions -> Tickets management
Ticket filters
Ticket filters can be used as a saved quick search query to locate tickets wi...
Updated:
Dec 21 (3 months ago)
Home -> Technical Support -> Features and functions -> Filters & Reports -> Filters
Ticket fields
Ticket fields (https://www.liveagent.com/features/ticket-fields/) are custom ...
Updated:
Aug 11, 2022
Home -> Technical Support -> Features and functions -> Tickets management
Can I delete just a specific email from the ticket in LiveAgent?
Customer context: A customer is using LiveAgent and wants to know if it's pos...
Updated:
Jun 14 (9 months ago)
Home -> Frequently asked questions -> General -> Tickets management
Merge ticket action
Merge [ticket](https://www.liveagent.com/features/hybrid-ticket-stream/) is u...
Updated:
May 18 (10 months ago)
Home -> Technical Support -> Features and functions -> Tickets management
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 th...
Updated:
Jul 12 (8 months ago)
Home -> Frequently asked questions -> General -> Emails
Why does the ticket reply template load slowly
If you are having issues with slow loading of tickets, or the reply editor te...
Updated:
Jul 22, 2022
Home -> Technical Support -> Troubleshooting -> Performance
Forward ticket action
Quick Navigation - [General Forward ticket action](#general-action) - [Forwa...
Updated:
May 18 (10 months ago)
Home -> Technical Support -> Features and functions -> Tickets management
Why there is no "Submit ticket" option displayed on our Customer portal?
Customer context: A customer who is using the LiveAgent software has designed...
Updated:
Jul 14 (8 months ago)
Home -> Frequently asked questions -> General -> Customer portal
How to automatically assign a ticket to agent after reply
Even though we don't really think this is a good idea quite a lot of customer...
Updated:
Apr 30, 2020
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
If I have an SLA rule and I merge an overdue ticket with a non-overdue ticket, how will the SLA be calculated?
Customer context: The customer seeks to understand the SLA (Service Level Agr...
Updated:
Jun 13 (9 months ago)
Home -> Frequently asked questions -> General -> Tickets management
Can I exclude or hide custom ticket fields when exporting tickets to HTML or PDF?
Customer context: A customer wants to export tickets to HTML or PDF but would...
Updated:
Jul 14 (8 months ago)
Home -> Frequently asked questions -> General -> Tickets management
Can I update a specific ticket using API?
Customer context: A customer wants to update a specific ticket using the Live...
Updated:
May 23 (10 months ago)
Home -> Frequently asked questions -> General -> API
How to automatically assign a ticket to agent who opened it
If you want for example only one agent to work on a ticket, you can create a ...
Updated:
Jun 03, 2018
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
Can I remove the "Submit ticket" option from our Customer portal?
Customer context: The customer is an administrator of a company using LiveAge...
Updated:
Jul 14 (8 months ago)
Home -> Frequently asked questions -> General -> Customer portal
Export ticket to PDF/HTML file
How to export a ticket to PDF or HTML file To export a ticket, click on the ...
Updated:
Nov 16 (4 months ago)
Home -> Technical Support -> Features and functions -> Filters & Reports
Can I block ticket deletion for agents?
Customer context: The customer is an administrator or owner of the LiveAgent ...
Updated:
Jul 13 (8 months ago)
Home -> Frequently asked questions -> General -> Tickets management
How to increase priority of a ticket
If you wish to allow your agents to change the priority/importance of a ticke...
Updated:
Jan 30, 2018
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
Ticket participants functionality explanation
Quick navigation - [Replying to a ticket](#reply) - [Modifying ticket partic...
Updated:
Jul 04 (8 months ago)
Home -> Technical Support -> Features and functions -> Email accounts -> Emailing feature related topics
How can I forward all messages from a ticket?
Customer context: A customer wants to forward all messages from a ticket to a...
Updated:
May 24 (10 months ago)
Home -> Frequently asked questions -> General -> Emails
Can I mention @ agents in a ticket?
Customer context: A customer wants to know if they can '@' mention agents wit...
Updated:
Jun 02 (9 months ago)
Home -> Frequently asked questions -> General
How to add custom ticket filter to your customer portal
This article explains how to define a custom ticket filter that will allow yo...
Updated:
May 10, 2022
Home -> Customizations -> Customer portal
Can I retrieve a specific ticket using API?
Customer context: A customer wants to retrieve a specific ticket using the Li...
Updated:
May 23 (10 months ago)
Home -> Frequently asked questions -> General -> API
Can I create a ticket using API?
Customer context: A customer inquiring about creating a ticket using the API....
Updated:
May 23 (10 months ago)
Home -> Frequently asked questions -> General -> API