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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...
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...
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...
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...
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...
Home -> Frequently asked questions -> General -> Calls -> IVR

Forward ticket action

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

Rule triggers, conditions and actions

Rules create predefined actions that are automatically assigned to tickets. I...
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...
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...
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...
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...
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

What are the email sending limitations in LiveAgent?

Customer context: A customer is curious about any potential email sending lim...
Home -> Frequently asked questions -> General -> Limits

Ticket Statuses Overview

Ticket status refers to the different stages a ticket goes through. In LiveAg...
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

Time Rules

Time Rules are special rules that are not action-triggered, but instead are t...
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...
Home -> Technical Support -> Features and functions -> Automation -> Rules examples

Agents Ranking feature

Quick Navigation - [Available rating options](#rating-options) - [How custom...
Home -> Technical Support -> Features and functions -> LiveAgent panel

Custom Slack notifications via rules

Our Build-in Slack notifications (https://support.liveagent.com/419326-Email-...
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...
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...
Home -> Frequently asked questions -> General -> Tickets management

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

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...
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...
Home -> Technical Support -> Troubleshooting -> Performance

Automatic Callback Request

The automatic callback request is a useful function if you want to provide yo...
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...
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...
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...
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...
Home -> Frequently asked questions -> General -> Calls

SLA (Service-level Agreement) feature Overview

[SLA](https://www.liveagent.com/features/service-level-agreement-sla/)(Servic...
Home -> Technical Support -> Features and functions -> Tickets management
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