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Can we create custom ticket statuses in LiveAgent?

Customer context: A user of LiveAgent is looking to customize their helpdesk ...
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...
Home -> Frequently asked questions -> General

Global ticket filter

Let´s say that you as the owner of your LiveAgent system want to define defau...
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 ...
Home -> Frequently asked questions -> General -> Design

Split ticket action

From time to time, you may receive a [ticket](https://www.liveagent.com/featu...
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...
Home -> Frequently asked questions -> General

Ticket Statuses Overview

Ticket status refers to the different stages a ticket goes through. In LiveAg...
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...
Home -> Technical Support -> Features and functions -> Filters & Reports -> Filters

Ticket fields

Ticket fields (https://www.liveagent.com/features/ticket-fields/) are custom ...
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...
Home -> Frequently asked questions -> General -> Tickets management

Merge ticket action

Merge [ticket](https://www.liveagent.com/features/hybrid-ticket-stream/) is u...
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...
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...
Home -> Technical Support -> Troubleshooting -> Performance

Forward ticket action

Quick Navigation - [General Forward ticket action](#general-action) - [Forwa...
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...
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...
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...
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...
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...
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 ...
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...
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 ...
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 ...
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...
Home -> Technical Support -> Features and functions -> Automation -> Rules examples

Ticket participants functionality explanation

Quick navigation - [Replying to a ticket](#reply) - [Modifying ticket partic...
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...
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...
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...
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...
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....
Home -> Frequently asked questions -> General -> API
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