Simultaneous Use by Multiple Operators

Yes, LiveAgent is a team-oriented helpdesk system that allows multiple operators to use it simultaneously.

Agent Collision Detection

LiveAgent is equipped with the Agent Collision Detection feature, which prevents confusion when multiple operators try to respond to the same ticket.

Information Displayed

StatusDisplay Content
ViewingWho is viewing that ticket
ReplyingWho is creating a response to that ticket

How It Works

  1. Real-time Detection - When a ticket is opened, other operators are immediately notified of the situation
  2. Duplicate Response Prevention - A warning appears when trying to open a ticket already being handled
  3. To Solve Algorithm Integration - Works with automatic assignment, preventing tickets being handled from being assigned to other operators

Benefits of Team Use

BenefitDescription
Improved EfficiencyEliminates duplicate work on the same ticket
Enhanced Customer ExperiencePrevents confusion from multiple responses to one inquiry
Team CollaborationReal-time awareness of who is handling what

Available Plans

The Agent Collision Detection feature is available on all LiveAgent plans (Small, Medium, Large, Enterprise).

Adding Accounts

When expanding team members, additional operator accounts are required.

ItemDetails
Minimum Accounts3 or more
Addition MethodCan be added anytime from admin panel
PricingMonthly fee based on number of accounts

SmartWeb’s plans include support for adding LiveAgent accounts.

Department Management

Teams can be divided by department with automatic inquiry distribution.

  • Sales department, support department, technical department, etc.
  • Business hours settings per department
  • Ticket transfer between departments

Permission Management

Different permissions can be set for each operator.

  • Administrator: Access to all features
  • Agent: Ticket handling only
  • Custom roles: Grant only necessary permissions