Customer portal

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Can I display the LiveAgent Customer portal on our own page via an iframe?

Customer context: A customer wants to show the LiveAgent customer portal on their own professional page using an iframe. Customer: Is it possible to display the LiveAgent customer portal on our page via an iframe? Answer: Yes, it is possible. This option is not available by default but can be manually enabled. Go to Configuration > Security > Settings > Customer portal in iframe > tick "Allow". After enabling, you can display your LiveAgent customer portal/knowledgebase on your web...

Why there is no "Submit ticket" option displayed on our Customer portal?

Customer context: A customer who is using the LiveAgent software has designed a customer portal, but is not seeing the "Submit ticket" option. Customer: Why there is no "Submit ticket" option displayed on our Customer portal? Answer: The "Submit ticket" option needs to be manually enabled. You can do this by navigating to the Customer portal > Settings > Submit Ticket > Enable Submit Ticket option.

Can I remove the "Submit ticket" option from our Customer portal?

Customer context: The customer is an administrator of a company using LiveAgent helpdesk software and wants to make changes to the ticket submission options in the Customer Portal. Customer: Can I remove the "Submit ticket" option from our Customer portal? Answer: Sure, you can disable the "Submit ticket" option displayed on your Customer Portal by navigating Customer portal > Settings > Submit ticket > Click on the "Disable submit ticket" option.

Can we have the agent's view for the forum discussion?

Customer context: The customer is experimenting with the Forum Option in LiveAgent and wants to understand if the agents can view and participate in forum discussions. Customer: Can we have the agent's view for the forum discussion? Answer: Yes, agents can view and respond to forum discussions. New questions or comments on topics will appear among the tickets, and agents can reply directly from their panel. You can find more information at https://support.liveagent.com/901290-Forum-for-custome...

Can I disable the option to resolve a ticket as a customer in the customer portal?

Customer context: The customer is using LiveAgent's customer portal and wants to limit customer abilities within their interface. Customer: Can I disable the option to resolve a ticket as a customer in the customer portal? Answer: Yes, you can disable this option. To do this, navigate to the Customer portal > Settings > General configuration > Change > Design > Custom CSS, and add this code: .TicketStatusA #my_ticket_resolveButtonmainButton {display: none;}

Can I integrate the chat button or contact form into my customer portal?

Customer context: A customer wants to integrate a chat button or contact form into their customer portal. Customer: Can I integrate the chat button or contact form into my customer portal? Answer: Yes, you can add any of our widgets to your customer portal. You can follow this article to achieve that: https://support.liveagent.com/944911-How-to-integrate-chat-button-into-customer-portal. The article provides an example of the integration for the chat button, but you can do the same way for any...

How can Iprevent search engines from indexing my knowledge base link?

Customer context: A customer wants to prevent search engines from indexing their knowledge base link, ensuring it remains inaccessible in search engine results. Customer: How can I prevent search engines from indexing my knowledge base link? Answer: To prevent search engines from indexing your knowledge base link, add <meta name="robots" content="noindex"> to the customer portal's header. You can find this setting in your agent panel by navigating to Customer Portal > Settings > Ge...

How to change the order of knowledge base categories and articles?

Customer context: The customer wants to change the order of knowledge base categories and/or articles in their LiveAgent customer portal. Customer: How to change the order of knowledge base categories and articles? Answer: To change the order of your knowledge base categories and articles, navigate to the list of your knowledge base entries. Look for the "Order" column, and when you hover your mouse cursor over it, you'll see arrows for moving the entry up or down by one position. Click on the...

Can I set up notifications for all agents when a new article is added to the knowledgebase?

Customer context: A customer wants to know if it's possible to set up notifications for all agents when a new article is added to the knowledgebase. Customer: Can I set up notifications for all agents when a new article is added to the knowledgebase? Answer: No, unfortunately there is no option to set up notifications when a new article is added to the knowledgebase.

Can my customer view their ticket history without logging into my customer portal?

Customer context: A customer wants to know if their clients can view their ticket history without logging into the customer portal. Customer: Can my customer view their ticket history without logging into my customer portal? Answer: Correct, the customer can view their ticket history if you provide them with a link without login in, however, the option "My tickets" in Configuration > System > General needs to be disabled.

Can I make the knowledgebase password protected?

Customer context: A customer wants to make their knowledgebase password protected. Customer: Can I make the knowledgebase password protected? Answer: LiveAgent allows you to set articles and subcategories as either internal or public. Internal content will only be visible to logged-in agents, while public content is available to all visitors. However, you cannot require users to enter a password to access the knowledgebase. More information can be found here: Customer portal & Knowledgebase (h...

How can I point my customers to the knowledgebase before they start a chat?

Customer context: The customer wants to guide their users to the knowledgebase before starting a chat in LiveAgent. Customer: How can I point my customers to the knowledgebase before they start a chat? Answer: To point customers to the knowledgebase before starting a chat, modify the chat button and choose the "pre-chat" form. Then, click on the "pre-chat" form section and select the "Knowledgebase- Include suggestions from" option to display suggestions from your customer portal or choose a s...

How can I enable rating email conversations without registration?

Customer context: The customer wants to know how to allow their customers to rate email conversations without requiring them to register. Customer: How can I enable rating email conversations without registration? Answer: To allow rating email conversations without registration, go to Configuration > System > General, and uncheck the "My Tickets - Require authentication" option. This will enable customers to rate tickets without registration.

Can I show articles in the Knowledgebase only for those customers signed up via the Customer portal?

Customer context: A customer who manages a knowledge base and would like to restrict access to certain articles to registered users only. Customer: Can I show articles in the Knowledgebase only for those customers signed up via the Customer portal? Answer: Unfortunately, this is not possible yet. Articles can be either public, visible to everyone or internal, visible only to agents.

Does the knowledge base support multiple languages?

Customer context: A customer is interested in having a knowledge base in multiple languages for their customers. Customer: Does the knowledge base support multiple languages? Answer: Yes, LiveAgent supports multiple languages in the knowledge base, however, your articles are not translated automatically. You can create completely separate knowledge bases using the multi-knowledgebase feature at https://support.liveagent.com/739213-Multi-Knowledgebase. Alternatively, you can have separate artic...

How can I remove the LiveAgent footer from my knowledge base?

Customer context: A customer wants to remove the LiveAgent footer from their knowledge base. Customer: How can I remove the LiveAgent footer from my knowledge base? Answer: To remove the LiveAgent footer from your knowledge base, you'll have to follow the instructions provided in this support article: https://support.liveagent.com/240507-Branding-Free---Replace-the-default-LiveAgent-logo-and-footer

Can I import the whole knowledge base from CSV?

Customer context: The customer wants to import their entire knowledge base from a CSV file. Customer: Can I import the whole knowledge base from CSV? Answer: Unfortunately, we do not offer an option to import your whole knowledge base from CSV. You can only create articles manually and copy the content. Alternatively, you can add a new article using our API (https://support.liveagent.com/840770-Complete-API-reference).

Can I show specific knowledgebase articles only to specific customers?

Customer context: The customer wants to display specific knowledgebase articles to specific customers in LiveAgent. Customer: Can I show specific knowledgebase articles only to specific customers? Answer: No, it's not possible to display specific knowledgebase articles only to selected customers. You can either make a knowledgebase article private (visible only to logged-in agents) or keep it public (visible to all visitors).

Can I display the knowledge base just for specific customers?

Customer context: The customer wants to display their LiveAgent knowledge base only to specific customers. Customer: Can I display the knowledge base just for specific customers? Answer: No, it's not possible to display the knowledge base only to specific customers. You can either entirely disable the knowledge base or keep it public for all visitors.