Tickets management

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 are labels attached to tickets that are primarily used to organize and categorize tickets, but can also offer a preview of the ticket’s contents at first glance. Using tags you can differentiate important queries or customers, or filter your tickets (https://support.liveagent.com/168582-Ticket-filters) easily. How to create a tag To create new tags, navigate in your LiveAgent panel to Configuration > Tags, and click on the "Create" button. Name your new tag, choose its text and ...

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 (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 (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...

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 (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...

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...