Ticketing system

How does the ticketing software work in LiveAgent?

To ensure you’re making use of your ticketing solution features to the fullest potential, you’ll have to connect it with all your email accounts, social media profiles, and phone numbers. You’ll also have to place our live chat widget on your website and create a LiveAgent support portal.

After you register and go through the get started guide, you can start using the LiveAgent. After implementing all platforms, where your customers reach out to your company, you can start replying to inquiries. These customer inquiries will now be called Tickets. 

If you would like to know about all the features our ticketing software has, check out the feature section down below.

What are the costs of the ticketing system in LiveAgent?

LiveAgent offers 3 different subscriptions:

• Small subscription for $9 per agent.
• Medium subscription for $29 per agent.
• Large subscription for $39 per agent.

Each subscription offers a 14-day trial period, where you can test it. The difference between these 3 are their features. Different businesses have different needs. You can decide which is best for your business. If the 14-day trial is not enough for you, we also offer a limited feature free account.

If you would like to find out more about the subscriptions, read LiveAgent – Pricing.

Why should your business consider getting ticketing software?

• Great customer satisfaction
• Fast customer inquiry resolution
• Centralized system
• Reduced costs
• Higher profits
• Customer loyalty
• Smooth communication

Ticketing software overview:

Universal inbox:

Universal ticketing system inbox is a feature that helps your agents handle all customer inquiries from one interface. You can receive customer inquiries via email, live chat, calls, forums, feedback, social media. All inquiries from these platforms can easily be answered in the LiveAgent Universal inbox.

If you would like to learn more about this feature, read LiveAgent – Universal inbox. 

Ticketing:

A ticket is something that is created when your customer reaches out to your company. Tickets can come in many forms. In tickets, you can see all the information/data about your customer. This helps you identify and solve problems faster as a customer service representative. Tickets always have a status. This helps your customer service team to remain organized, proactive, and helpful. If it’s a ticket which has not yet been resolved, the ticket’s status remains NEW. Other phases of tickets include: answered, postponed, open.

If you would like to learn more about this feature, read LiveAgent – Ticketing.

Hybrid ticket stream:

It is a regular occurrence in customer service that the customer drops and reaches out later or through a different platform. Our hybrid ticket stream allows your customer representatives to communicate through the same ticket. For example, when a customer switches to other media outlets. In this case, the customer’s inquiry will be sent to the same agent so that the response time is faster and more efficient.

If you would like to learn more about this feature, read LiveAgent – Hybrid ticket stream.

Automated ticket distribution:

Another great feature of the ticketing software is the ability to distribute tickets automatically. This function is a great way to optimize your customer service. For example, you can set how many tickets your agents should receive daily. This way, you can make sure that all your customers’ inquiries get answered promptly. In addition, by equally distributing the work, you make your agents happy, and as a result, the customers are satisfied.

If you would like to learn more about this feature, read LiveAgent – Automated ticket distribution.

Rules:

Rules in LiveAgent help to set functions such as Automated ticket distribution. In this feature, you can optimize everything involving the agents’ workflow.

If you would like to learn more about this feature, read LiveAgent – Rules.

To solve button:

This feature reminds agents about incoming tickets. Furthermore, the To solve button enables you to open the customer inquiries from anywhere in LiveAgent. This feature’s vital task is to prioritize customers based on the importance, such as waiting time and place in the queue.

If you would like to learn more about this feature, read LiveAgent – To solve button.

Time rules:

Time Rules are used by customers and agents. If this feature is used correctly, your company can prevent bad customer experiences. For example, if a ticket is older than 24 hours, you can prioritize it for your customer service agents. This way, you can answer your customers in a time-efficient manner and help your agents prioritize their work.

If you would like to learn more about this feature, read LiveAgent – Time rules.

Responsibility:

This feature allows you to distribute work for agents responsibly. Thus, agents can be held accountable if the tickets assigned are not completed.

If you would like to learn more about this feature, read LiveAgent – Responsibility.

Departments:

Customer inquiries vary. Therefore, it can often happen that the customer reaches a customer service representative who might not be able to help. For example, the customer might need a department that speaks a particular language. Having different customer service departments can help you handle your customers faster.

If you would like to learn more about this feature, read LiveAgent – Departments.

Time tracking:

Time Tracking can help you understand how much time a customer representative spends on a ticket. Besides that, we provide a time report, where you can find the time performance of all your customer agents. You can also set up tracking for a specific ticket, report date, and more.

If you would like to learn more about this feature, read LiveAgent – Time tracking.

Tags:

Tags allow you to customize your workflow. Therefore, if you set tags for specific tickets, you can filter them later on and prioritize the most important ones. For example, you can have a tag called URGENT. 

If you would like to learn more about this feature, read LiveAgent – Tags.

Service-level-agreement:

In short, SLAs can help you make sure your agents answer all customer inquiries. In addition, SLAs are customizable based on your company’s preferences, allowing your company to reach its customer service targets.

If you would like to learn more about this feature, read LiveAgent – Service-level-agreement.

Business hours:

Set up your business hours and let your customers know when your customer service operates. Many customer service departments do not operate 24/7. Scheduling breaks in LiveAgent for your representatives can help them recharge and get reorganized. As a result, you are setting high customer satisfaction.

If you would like to learn more about this feature, read LiveAgent – Business hours.

Contact groups:

Contact groups is a feature that allows you to organize your contacts into particular categories. For example, your company can assign contacts to preferred categories based on specific demographics.

If you would like to learn more about this feature, read LiveAgent – Contact groups.

Contacts:

What are Contacts in LiveAgent? Anytime, the customer reaches out to your company, a contact is created in LiveAgent.

If you would like to learn more about this feature, read LiveAgent – Contacts.

Internal tickets/Notes:

Internal tickets are excellent opportunities for your agents to create notes in customer tickets. These notes are intended for the agent handling the case. However, if you need to transfer a ticket, you can pass it on to your colleague and create a note for them. This makes the process easier and leaves the customers less frustrated.  

If you would like to learn more about this feature, read LiveAgent – Internal tickets.

Agents:

Customer service representatives are the ones who most frequently work with customer service software. However, the admin and owner have more options to utilize the software. Distinct roles within LiveAgent help your company make sure your software works optimally at all times. Therefore, it gives your agents less space for error. You can set all of this in this function, plus add new agents while keeping things organized.

If you would like to learn more about this feature, read LiveAgent – Agents.

Contact fields:

Contact fields’ purpose is to create fields for your customer data. So, whenever you open a ticket, you can see the preferred data about the customer.

If you would like to learn more about this feature, read LiveAgent – Contact fields.

Companies:

This is a great function for brands working with a lot of customers from the same company. This feature can help you add yet another categorization to make your agents’ workflow is even better.

If you would like to learn more about this feature, read LiveAgent – Companies.

Ticket fields:

Whenever you open a ticket/customer inquiry, you can see a ticket field on the right. You can set your company’s preferences. These ticket fields give you information about your customers. Therefore you can expedite tickets faster and create a better customer experience. 

If you would like to learn more about this feature, read LiveAgent – Ticket fields.

Mass actions:

Like many other software programs, LiveAgent also provides Mass actions.  Mass actions save you a lot of time.

If you would like to learn more about all possible actions, read LiveAgent – Mass actions.

SPAM filters:

Getting unwanted inquiries can be frustrating and time-consuming for your agents. LiveAgent has an anti-spam platform that helps you filter out these inquiries, so your customer service representatives won’t have to deal with them.

If you would like to learn more about this feature, read LiveAgent – SPAM filters.

Pause:

Having a break from work is essential in any job. However, it can be difficult for customer service to take a break at specific times. For example, an agent could have an unusually high amount of inquiries. Or sometimes agents forget things due to fatigue. LiveAgent wants to prevent frustrated customers and burnt-out customer service representatives. This function helps you set breaks at specified times so agents on the break don’t receive new tickets.

If you would like to learn more about this feature, read LiveAgent – Pause.

Filters:

Customer support receives a lot of inquiries daily. LiveAgent has Filters, where you can easily filter your customer inquiries/tickets based on your priorities.

If you would like to learn more about this feature, read LiveAgent – Filters.

Merge tickets:

Have you ever received two customer inquiries from the same customer? Well, often, the customers try to reach out through different platforms. With this feature, you can merge tickets and let one agent deal with the customer’s issue at a time.

If you would like to learn more about this feature, read LiveAgent – Merge tickets.

Email templates:

If you would like to create and automate your responses, you can use LiveAgent email templates. This way, you make sure to respond to all your customers.

If you would like to learn more about this feature, read LiveAgent – Email templates.

Ticket/Customer insights CRM:

All the important data about your customers, like their name, email, or URL address, is located in the customer tickets. Having all this data available while providing customer service creates a more remarkable customer experience.

If you would like to learn more about this feature, read LiveAgent – Ticket/Customer insights CRM.

Canned messages (Macros):

Having repetitive customer inquiries can be time-consuming. Thus, you can create Canned messages, which are messages with short sequence texts that provide answers to frequently asked questions.

If you would like to learn more about this feature, read LiveAgent – Canned messages (Macros).

Predefined answers:

Predefined answers enable your company to create answers with a subject, name, and more. This way your customers get a fast reply and your agents save more time.

If you would like to learn more about this feature, read LiveAgent – Predefined answers.

Attachments:

Sometimes, there are certain files that your customer agents need to send the customer’s way. Tickets in LiveAgent give your agents the ability to drag and drop files directly to a customer’s ticket. 

If you would like to learn more about this feature, read LiveAgent – Attachments.

Copy & Paste images:

Simply send images to customers in customer inquiries/Tickets.

If you would like to learn more about this feature, read LiveAgent – Copy & Paste images.

Export tickets:

Would you like to print out a ticket? Then, simply export the ticket in HTML or PDF form from LiveAgent and print it right away.

If you would like to learn more about this feature, read LiveAgent – Export tickets.

Forwarding:

Forwarding makes your customer service more professional. LiveAgent provides your company with a customer service email. Your company can work more effectively by getting all emails regarding customer inquiries directly to Tickets.

If you would like to learn more about this feature, read LiveAgent – Forwarding.

Search & Replace:

Search & Replace is a plugin that you can activate in LiveAgent. With this feature, you can protect sensitive customer data like credit card details from being shown.

If you would like to learn more about this feature, read LiveAgent – Search & Replace.

Split tickets:

Sometimes customer service agents encounter inquiries that are more suitable for two departments at a time. Then, you can split the ticket so the customer gets proper help from specialized customer service representatives.

If you would like to learn more about this feature, read LiveAgent – Split tickets.

Email notifications:

Whenever you get an email, you can set up a notification so you never miss out or forget about it.

If you would like to learn more about this feature, read LiveAgent – Email notifications.

WYSIWYG editor:

What you see is what you get editor is a simple way to create your emails or Knowledge Base content in LiveAgent. It is easy and user-friendly so that anyone can use it. In addition, it helps you visualize the content before you publish it.

If you would like to learn more about this feature, read LiveAgent – WYSIWYG editor.

Online ticket history (URL):

Add a URL link to your emails and let your customer read an online ticket history after logging in.

If you would like to learn more about this feature, read LiveAgent – Online ticket history (URL).

Multiple ticket tabs:

A great multitasking feature in LiveAgent is Multiple ticket tabs. Your customer service representative can switch between tickets/customer inquiries to solve more at the same time.

If you would like to learn more about this feature, read LiveAgent – Multiple ticket tabs.

Agent collision detection:

Preventing customer agents working on the same ticket is crucial. You want your company to appear professional. In LiveAgent you can see which agent viewed or answered the customer inquiry/ticket with this feature.

If you would like to learn more about this feature, read LiveAgent – Agent collision detection.

Agent ranking:

This feature enables your customers to give rankings to your customer service agents. Gain insights about your agents’ performance. It is a great tool to motivate and track their work. Reward and improve every day!

If you would like to learn more about this feature, read LiveAgent – Agent ranking.

Contact forms:

You can optimize your workflow using Contact forms for your customers. This way, they can reach your customer support team by email even if they are not online.

If you would like to learn more about this feature, read LiveAgent – Contact forms.

Contact form gallery:

Customize your contact forms for customers or create an HTML. You can easily submit HTML’s to LiveAgent’s ticketing software.

If you would like to see different styles of contact forms, open LiveAgent – Contact form gallery.

GIFs in Tickets:

Personalizing customer inquiries is easier than ever with LiveAgent’s ticketing software. Your customer representatives can easily share GIFs in Tickets and create a more significant customer connection. 

If you would like to learn more about this feature, read LiveAgent – GIFs in Tickets.

Sounds:

Sounds is a feature which keeps your customer service representatives alert. Of course, you can set up your preferences. But you can also assign sounds for each different notification you receive in your ticketing system. For instance, you can set up a specific sound for a new chat inquiry.

To find out more about this feature, read LiveAgent – Sounds.

Audit log:

An audit log is a feature in LiveAgent that shows you actions that your customer representatives take. This helps you detect errors and prevent them in the future.

If you would like to learn more, read LiveAgent – Audit log.

Tickets exports:

Keeping the data about the customers is crucial. Therefore, if you would like to export customer data from your ticketing system, you can do that by simply clicking export to CSV and view the data in the Excel sheet.

If you would like to learn more about this feature, read LiveAgent – Ticket exports.

Slack notifications

Slack is a well-known platform, usually used in companies for internal conversations. LiveAgent offers integration of Slack notifications to make sure your agents are always on the top of their customer inquiries. The agents simply get notified and can answer tickets from Slack anytime.

If you would like to learn more about this feature, read LiveAgent – Slack notifications.