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Why some URLs in the received email are not converted into clickable links
LiveAgent checks if the received email was sent as plain text or as an HTML email. If the email was sent as plain text, LiveAgent automatically converts all URLs in the email's body into clickable links. However, in the case of HTML emails, LiveAgent doesn't search for URLs in the email's body to automatically convert them into clickable links. The reason is that if someone is sending an HTML email, they should format it to the desired form, so it would be displayed on the recipient (LiveAg...
Why can't I purge a deleted ticket after it has been merged?
After a ticket has been merged, it will be in deleted status. However, this old "deleted" ticket cannot be purged yet, because it actually still exists in your system and is being used in the newly merged ticket. Once the merged ticket containing the old ticket has been deleted, then it and all merged tickets can be purged from the system.