View and answer Tickets from LiveAgent's Universal inbox. It's like a smarter version of your email inbox. Emails, Chats, Calls, Facebook & Twitter tickets, Forum posts, Suggestions... It's all there, accessible and manageable from one place.
Add multiple e-mail addresses, set routing, and filtering Rules to streamline your support process. Experience e-mail support done right!
Time Rules are special rules that are not "action triggered", but instead are time conditional. Time Rules run in the background in intervals (usually every minute) and check if the conditions are met. If the result is positive, the rule is executed.
Time Rules are most commonly used for clean up tasks, sending email reminders, resolving tickets that have not had activity in a while, adding tags, etc.
Increase your sales by adding a chat button on your website. Be there for your customers when they have a question for you.
LiveAgent chat software allows you to see what your customers type even before they send the message, allows you to send Attachments, see where your visitors are from, transfer chats to other agents, and much more.
Talk to your customers over Phone or PC to PC Calls. No need to buy phones for your agents, you can receive calls directly to your computer. Live Agent uses Twilio for its voice call integration.
Simultaneously chat with your customers, no need to spell anything over the phone anymore. Your conversations and chats will be kept in one ticket. Build automated call routing schemes with an unlimited number of support agents and departments.
Archive your Facebook communication in Tickets. Categorize and search your Facebook posts and comments made by your customers. Surprise your customers with lightning-speed customer service on social media. Ticket responses are automatically posted to Facebook in real time.
Manage an unlimited number of profiles and pages. Define access to your Facebook pages via LiveAgent and restrict your agents from page administration on Facebook.
Monitor tweets matching your filters and turn them into tickets. Let your agents answer or retweet them directly from your help desk. Backup your Twitter communication in tickets. Easily categorize, add Tags, and search all tweets related to your company. Manage access to your Twitter accounts, restrict your employees from changing your Twitter account settings.
Feedback & Suggestions
Encourage customers to send you new ideas and feedback for future development. Discuss each idea with your customers in an easy to use feedback Forum. Do you know what the most important features are for your customers? Let them vote!
Clearly communicate the progress of implementation with your customers.
Contact forms will automatically transform every message into a Ticket that your Agents can solve right away! Use a predefined form or create your own and collect additional data about your customers.
- Universal inbox
- Hybrid ticket stream
- Automated ticket distribution
- To solve button
- Time Rules
- Time tracking
- Service-Level-Agreement (SLA)
- Business hours
- Contact groups
- Internal tickets
- Contact fields
- Ticket fields
- Mass actions
- SPAM filters
- Merge tickets
- Email templates
- Ticket/Customer insights (CRM)
- Canned messages (Macros)
- Predefined answers
- Copy & Paste images
- Export tickets
- Search & Replace
- Split tickets
- Email notifications
- WYSIWYG editor
- Online ticket history (url)
- Multiple ticket tabs
- Agent collision detection
- Agent ranking
- Contact forms
- Contact form gallery
- GIFs in tickets
- Audit log
- Tickets export