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How to send automatic reply to customer after a ticket is created
Some customers lack a feature in LiveAgent to send out confirmation emails wh...
Updated:
Mar 29, 2021
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
Is there a way to create a rule to send all phishing emails from specific address to spam?
Customer context: The customer is receiving multiple phishing emails from the...
Updated:
Jun 09 (9 months ago)
Home -> Frequently asked questions -> General
How to display notification to all admins when sending of email failed
Many of our clients would like to get notification when there is a problem or...
Updated:
Jan 30, 2018
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
Mass action
Mass action is a function which allows you execute some action on multiple ti...
Updated:
Aug 10, 2022
Home -> Technical Support -> Features and functions -> LiveAgent panel
Can I send a DTMF # sign in LiveAgent IVR?
Customer context: Сustomer wants to know if they can use the DTMF # sign in L...
Updated:
Jun 15 (9 months ago)
Home -> Frequently asked questions -> General -> Calls -> IVR
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
Rule triggers, conditions and actions
Rules create predefined actions that are automatically assigned to tickets. I...
Updated:
Feb 20 (37 days ago)
Home -> Technical Support -> Features and functions -> Automation
Using LiveAgent servers to send emails
If you cannot use your email server or the server of your email address provi...
Updated:
Dec 06, 2022
Home -> Technical Support -> Features and functions -> Email accounts -> Configuring Outgoing Email Accounts
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
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
How to send a transcript to an external address after chat/call is ended
Many of our clients would like to receive the transcript of either chat or ca...
Updated:
Apr 17, 2018
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
What are the email sending limitations in LiveAgent?
Customer context: A customer is curious about any potential email sending lim...
Updated:
May 31 (9 months ago)
Home -> Frequently asked questions -> General -> Limits
Ticket Statuses Overview
Ticket status refers to the different stages a ticket goes through. In LiveAg...
Updated:
Feb 20 (37 days 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
Time Rules
Time Rules are special rules that are not action-triggered, but instead are t...
Updated:
Sep 26, 2022
Home -> Technical Support -> Features and functions -> Automation
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
Agents Ranking feature
Quick Navigation - [Available rating options](#rating-options) - [How custom...
Updated:
Oct 16 (5 months ago)
Home -> Technical Support -> Features and functions -> LiveAgent panel
Custom Slack notifications via rules
Our Build-in Slack notifications (https://support.liveagent.com/419326-Email-...
Updated:
Jul 22, 2022
Home -> Technical Support -> Features and functions -> Automation -> Rules examples
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
How can my customer get an auto-response that acknowledges we received their email?
Customer context: The customer is testing and setting up email tickets and wa...
Updated:
Jun 14 (9 months ago)
Home -> Frequently asked questions -> General -> Tickets management
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
If I delete an incoming email account, will the tickets send to that email be deleted as well?
Customer context: The customer has been using LiveAgent helpdesk software and...
Updated:
Jul 12 (8 months ago)
Home -> Frequently asked questions -> General -> Emails
How to debug networking issues when LiveAgent panel is slow or not loading
Quick navigation - LiveAgent Status page (external page) (https://statu...
Updated:
Nov 15, 2022
Home -> Technical Support -> Troubleshooting -> Performance
Automatic Callback Request
The automatic callback request is a useful function if you want to provide yo...
Updated:
Aug 10 (7 months ago)
Home -> Technical Support -> Features and functions -> Call Center -> IVR
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
Why is some action not counted in the Tag report?
In the Tag report there are columns with tracked actions and these are counte...
Updated:
Aug 12, 2022
Home -> Technical Support -> Troubleshooting -> Filters & Reports
How to force sending a chat transcript
Even though visitors are able to decide whether they wish to receive a transc...
Updated:
May 08, 2022
Home -> Customizations -> Chats -> Chat window
Can I let the customers request a callback?
Customer context: A customer is using LiveAgent and wants to enable a callbac...
Updated:
Jun 16 (9 months ago)
Home -> Frequently asked questions -> General -> Calls
SLA (Service-level Agreement) feature Overview
[SLA](https://www.liveagent.com/features/service-level-agreement-sla/)(Servic...
Updated:
Feb 06 (52 days ago)
Home -> Technical Support -> Features and functions -> Tickets management