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Ticket Layout Overview
A helpdesk ticket is a digital record of a customer's request for assistance. A ticket contains all the relevant information about the customer's issue or query, including their contact details, the nature of the problem, and any interactions that have been had with the customer regarding the issue. The ticket can originate from various sources, such as emails, phone calls, live chats, or social media messages. The ticket layout consists of the following sections: - [Ticket status, department,...
Ticket Statuses Overview
Ticket status refers to the different stages a ticket goes through. In LiveAgent there are the following statuses available: New The New status is assigned to a newly created ticket from an email (not evaluated as spam), a contact form, a social media and messaging apps message, an unanswered call, or a missed chat (if not set otherwise in Configuration > Chat > Chat settings > State of missed chats). From the New status, a ticket can progress to Answered, Postponed, Resolved, Delete...
Ticket Tags
Tags are labels attached to tickets that are primarily used to organize and categorize tickets, but can also offer a preview of the ticket’s content from the Tickets grid directly. Using tags you can differentiate important queries or customers, or [filtrate your tickets](https://support.liveagent.com/168582-Ticket-filters). Creating a tag To create a new tag, navigate in your LiveAgent panel to Configuration > Tags, and click on the "Create" button. Name your new tag, choose its text and b...
Notes - Visible only to agents
LiveAgent allows you to add private notes (https://www.liveagent.com/features/notes/) to any ticket that are only visible to agents and not to the ticket requester or any other end-users that may have been CC'd on the ticket. This allows for a better flow of internal information between you and your colleagues. Notes can be especially useful when you are transferring the ticket to another agent, and you need to quickly summarize your progress. You can also use them to leave a note ahead when yo...
SLA (Service-level Agreement) feature Overview
[SLA](https://www.liveagent.com/features/service-level-agreement-sla/)(Service-level Agreement) is an arrangement to meet target times to answer customers' service requests. SLA defines the expected time for agents to respond to tickets, chats, or calls. In LiveAgent, the SLA feature influences the order of tickets in the Tickets grid (sorted by Importance), and how the [To solve function](https://support.liveagent.com/222049-To-solve-button) distributes tickets to agents. SLA times for availab...
Understanding SLA Time Calculations
Table of Content - [Basic example](#basic) - [Business hours explanation example](#business-hours) - [Direct resolve example](#resolve) - [Postpone action explanation example](#postpone) - [Auto-answering rules example](#rules) - [Advanced example with business hours](#advanced) To explain our [SLA feature](https://support.liveagent.com/304582-SLA-Service-level-Agreement-feature-Overview) functionality and SLA times calculations we've prepared for you detailed explanations of the most common s...
Contact fields
Contact fields (https://www.liveagent.com/features/contact-fields/) are custom fields that are typically used to gather more information about your Contacts or Companies. LiveAgent (https://www.liveagent.com) allows you to Create unlimited custom Contact fields. Contact fields Setup Step 1: Navigate to Configuration>System>Contact fields Step 2: Click on Create. Name your new Contact field with a unique name. Adding Contact fields to Contacts or Companies via ticket To add ...
Ticket fields
Ticket fields (https://www.liveagent.com/features/ticket-fields/) are custom fields that are typically used to gather more information about your tickets. LiveAgent (https://www.liveagent.com/testimonials/) allow you to create unlimited custom Ticket fields. Ticket fields Setup Step 1: Navigate to Configuration>System>Ticket fields Step 2: Click on Create. Name your new Contact field with a unique name. Adding Ticket fields in Tickets Step 1: To add a Ticket field to your...
Forward ticket action
Quick Navigation - General Forward ticket action (#general-action) - Forwarding a specific ticket item message (#specific-ticket-item) LiveAgent allows you to forward ticket item messages to different email addresses instead of replying to the last message (https://support.liveagent.com/422377-Ticket-participants-functionality-explanation) of a ticket. This feature is particularly helpful when you want to share the customer's message with a third party. Forwarding a ticket item mess...
Merge ticket action
Merge ticket (https://www.liveagent.com/features/hybrid-ticket-stream/) is useful when you have received multiple or different conversations about the same issue, and you need to combine them into one ticket. How it's done: These two tickets came into LiveAgent (https://www.liveagent.com/?_ga=1.240115971.1084577747.1462557252) from the same requester > Peter. Both are about the same topic, but contain different data. Let's merge them together. - Click on the More button and choos...
Split ticket action
From time to time, you may receive a ticket (https://www.liveagent.com/features/ticketing/) or an answer inside an existing ticket about two completely separate issues which would need to be handled by different agents or departments. To keep the communication organized and more efficient, you may want to split the message which will create a duplicate in a new ticket that you can then assign to the appropriate agents or departments (https://www.liveagent.com/features/departments/). How to use...
Removing All Tickets from a Specific Customer
To comply with GDPR, LiveAgent provides the ability to delete data related to a specific customer upon their request. This includes deleting all tickets of a customer from the application. This tutorial will guide you through the process of deleting and purging all tickets from a specific customer. Delete All Customer's Tickets To delete all tickets of which a specific customer is the owner, navigate in the agent panel to Customers > Contacts, search for the customer in question, and edit t...