Ticket participants functionality explanation

Quick navigation

• Replying to a ticket
• Modifying ticket participants
• Replying to tickets without email message from a customer
• Ticket details Participants section

When you want to reply to a ticket in LiveAgent, there are two options to reply to it:

• Reply - send the reply to the customer's email address from which the customer sent you the last message in the ticket thread
• Reply to all - send the reply to the customer's email address from which the customer sent you the last message in the ticket thread, and to all email addresses added as carbon copies (Cc)
  Blind carbon copies (Bcc) are not visible, and therefore can't be populated from the customer's email and automatically added to your reply.

If the customer is using a reply-to email address, your reply will be sent either to this email address instead of the one from which the customer contacted you, or to both email addresses, depending on the Conversation recipients setting available in Configuration > Email > Email settings.

Depending on whether you are replying just to the customer or also to all CC addresses, replies to emails/tickets in LiveAgent are always sent to the participants of the last customer's message, they are populated from the headers from the source of the last customer's email message.
 

Modifying ticket participants

If the customer would modify the participants of the email thread, note that your next reply will be sent to the participants from the last customer's message, not to the participants of the first/previous messages.

Tickets without an email message from a customer

As tickets are created also from chats, calls, video calls, etc., such tickets do not contain any email message from the customer at first, and therefore the system does not have any email addresses available to be populated as participants from the last customer's email headers. In that case, the email address set up as the email address of the ticket owner is populated into the reply. Even if you would change the reply participants and send the reply, if the customer won't reply back there still won't be any previous email message from which participants could be populated, so for your next reply the system again populates just the email address of the ticket owner, not the participants to who you've sent your last reply.

If you would change the ticket owner, the email address of the new owner would be populated instead. If you've already sent a reply to a ticket and you'll change the ticket owner, your next reply will be sent to the new ticket owner instead of the previous ticket owner.

The ticket owner's email address is populated only if there is no email message from the customer. Once the customer sends you an email, ticket reply participants are populated only as explained at the beginning of this article, and the ticket owner is not populated anymore.

If the ticket owner does not have any email address set up (for example because you are not requesting it via the pre-chat form), the To: field will be empty and it would be needed to insert the customer's email address manually.

Ticket details Participants section

In the previous versions of LiveAgent this section used to be called Recipients and it was used for populating the recipients of your next reply in ticket. Presently, this section holds every person who communicated in the ticket, however it doesn't affect to whom the agent's reply is sent.

Despite the rule action "modify ticket participants" exists, it does not affect to whom the agent's reply is sent either. This rule action might only affect to whom an email sent by rule action "send answer to all ticket participants" is sent.