Can multiple people use it simultaneously?
Yes, LiveAgent allows multiple operators to use it simultaneously. The Agent Collision Detection …
Can I merge tickets?
Yes, you can merge and manage multiple tickets from the same customer or about the same content into …
Can tickets be split?
Yes, one ticket can be split into multiple tickets, allowing each to be assigned to the appropriate …
Can automatic reply emails be sent after ticket creation?
Yes, you can automatically send confirmation emails when new tickets are created using the rules …
About Automatic Spam Detection
The ticket spam detection mechanism is a learning-type spam filter that improves accuracy by …
About File Attachments
LiveAgent allows you to send and receive emails with attachments.
Adding 'Tags' to Smart Tickets
By adding arbitrary tags to tickets, you can streamline the identification of frequently inquired …
Adding Agents
Even when you need to quickly increase the number of agents for urgent situations, you can add them …
Agent Availability
Agent availability is a feature that allows real-time monitoring of each agent's operational status, …
Agent collision detection
A feature that prevents multiple agents from simultaneously handling the same ticket. It eliminates …
Agent Ranking Overview
Agent Ranking is a feature that quantifies and ranks each agent's performance based on customer …
Agent Rating
A system that allows customers to evaluate agent responses. After support completion, customers can …
Agent Report
Agent Report is a feature that provides detailed reports on the number of tickets processed by …
Agents
In LiveAgent, 'Agents' refer to staff members who handle customer inquiries. They are responsible …
Are there limits on the number of smart tickets stored or data capacity?
There are no limits on storage capacity or number of items for tickets, attachments, user forum …
Attachments
A feature that allows you to attach files to tickets. You can easily share images, audio, documents, …
Automated Ticket Distribution
A feature that automatically distributes tickets to agents. It equalizes workload and prevents …
Can it integrate with our currently operating CRM?
LiveAgent provides APIs. It is possible to integrate contact (customer information), ticket …
Can multiple questions in one smart ticket be managed separately?
By 'splitting' tickets, you can manage tickets according to question content and number of cases.
Can tickets marked as spam be restored?
Tickets marked as spam can be manually restored to the ticket list from the agent screen.
Connecting LiveAgent to Gmail/G Suite
Cloud version LiveAgent accounts connect to Gmail accounts using Google's OAuth authentication. By …
Copy & Paste Images
A feature that allows you to insert images directly into tickets using copy & paste. You can share …
Customer reply emails are not being associated with the smart ticket being handled.
When sending an email to a customer from a ticket, [ticket number] is automatically added to the …
Display External Information in Tickets
Since version 4.25.6.4, LiveAgent has added a plugin called 'Display External Information in …
Editing Email Templates
To quickly respond to emails, LiveAgent allows you to create and store email templates in the …
Email Settings
By setting up an email account for inquiry emails, LiveAgent automatically converts incoming emails …
Email Settings > 'Reopening Resolved Tickets'
Explains the Email Settings > 'Reopening Resolved Tickets' feature.
Export tickets
A feature that allows you to export tickets in PDF or HTML format. Useful for external storage, …
Filters
A feature that sorts large volumes of tickets based on conditions. You can search and classify …
GIFs in tickets
A feature that allows the use of animated GIFs within tickets. Compared to static explanations, it …
How to Allow Responses Only from 'Tickets to Resolve'
If your LiveAgent account role is 'Owner' or 'Administrator', you can configure agents registered …
How to Automatically Assign Tickets to Agents After Replies
There are several ways to create rules to achieve this functionality. Here are some examples. You …
How to Re-send Ticket Reply Content to External Email Addresses (BCC)
While there is no function to automatically insert BCC into ticket replies, it is possible to …
How to Receive Bounce Emails (Email Send Error Messages)
When customers enter an incorrect email address in contact forms, replies from received tickets will …
How to Remove 'Login' and 'My Tickets' Links from Customer Portal Menu
Learn how to hide the 'Login' and 'My Tickets' menu items in the customer portal.
How to Send Automatic Responses to Customers After Tickets Are Created
LiveAgent makes it easy to create automatic responses using the rules feature.
Hybrid Ticket Stream
A feature that consolidates interactions from different channels into a single ticket. It …
Is there a system to share smart ticket content with customers?
Customers can view all tickets from their past inquiries on the 'My Tickets' section of the customer …
Keyboard Shortcuts
The following keyboard shortcuts are available in LiveAgent.
LiveAgent for First-Time Users
Has there ever been such a rich era of communication touchpoints between customers and companies? …
LiveAgent Operation Screen
When you log in to LiveAgent as an agent, the dashboard screen is displayed. From this main screen, …
Manually Creating Smart Tickets
LiveAgent tickets can be created from each configured channel, as well as manually created by agents …
Mass actions
A feature that allows simultaneous processing of multiple tickets. You can execute operations like …
Multiple ticket tabs
A feature that allows you to work on multiple tickets simultaneously. You can handle them by …
Notes Feature
A feature that allows you to add internal memos to tickets. These are not visible to customers and …
Online Ticket History URL
A feature that allows you to share the complete history of a ticket as a URL. You can easily present …
Pause Feature
A feature that temporarily stops automatic ticket assignment. Useful for breaks or when focusing on …
POP3 Access to Google Apps Email Account
To integrate your Google Apps-hosted email account with LiveAgent, follow these steps.
Processing Smart Tickets
When you click on an individual ticket from the ticket list, you can view the ticket details …
Responsibility Assignment
A feature that clarifies response responsibility by assigning responsible parties to tickets. It …
Smart Ticket Deletion and Restoration
Tickets can be deleted from individual ticket screens. By selecting 'Delete' from the bottom menu of …
Spam Filters
A feature that automatically filters out spam emails and unwanted inquiries. Support staff can focus …
Split Tickets
A feature that allows you to split one ticket into multiple tickets, each assignable to different …
System Requirements (Agent Side)
LiveAgent supports Windows and Mac desktop/laptop computers as well as smartphones and tablets such …
Ticket Fields
A feature that allows you to add custom fields to tickets to store additional information. You can …
Ticket Merge (Merge tickets)
A feature that consolidates multiple tickets related to the same customer or identical content into …
Ticket System
The ticket system provides a mechanism to centrally manage all customer inquiries (email, chat, …
Ticket/Customer Insights CRM
A feature that enables the use of customer information and ticket history as a CRM (Customer …
Universal inbox
A feature that centrally aggregates and manages inquiries from all channels including email, chat, …
Using GeoIP Functionality
With GeoIP functionality, you can automatically retrieve and display location information of your …
What are Smart Tickets
A 'ticket' is a visualization of customer inquiries and communication with agents.
What is the difference between 'Spam' and 'Mark as Spam'?
The difference between 'Spam' in the ticket screen and
When Simulating Operations with Multiple Operators
In the trial version, you can add agents (login IDs) from within the agent screen after logging in.
