Tickets management

Delete all tickets from a specific customer

This guide explains how to delete and completely purge all customer's tickets from LiveAgent, but keep customer's account. Delete all customer's tickets - in agent panel navigate to Customer portal > Contacts. Search for particular customer and edit his account. - on 'Edit contact' popup navigate to 'Tickets' section, mark all customer's tickets and click on 'delete' button above contact list. - another popup is displayed for leaving a 'delete note' in all tickets. This note is ...

Tags

Tags (https://www.liveagent.com/features/tags/) are simply words or phrases you can use to add more connotation to tickets (https://www.liveagent.com/features/ticketing/). Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Using tags is a simple way to categorize your tickets. Add tags on your tickets in order to get a better grasp on various support topics. Also, use tags to differentiate important customers. Even add tags to existing tickets...

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...

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...

Merge Ticket

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

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...