Make sure your agents always have their optimal load. Define how many tickets, chats and phone calls they can handle. Automatically rotate phone duty, set pause times and let them rest when they need it.
Assign tickets at any stage in their life to individual agents or whole departments. Set your own rules and criteria for ticket distribution based on ticket parameters, events or timebased conditions.
Easily manage ticket responsibilities. Change the ownership of a ticket to a different department or even an individual agent. Always know who is responsible for solving each ticket. Never hear that "I didn't know it was my responsibility" again.
Distribute tickets and support agents into departments. Define filters and transfer rules so that your tickets will always land in the right hands. Specify different signatures, phone and chat answering rules for different departments. Instantly see how many new, open and resolved tickets are in your departments.
Customer queries are not all the same. You solve a vast variety of problems, questions, and issues every single day. Add tags and setup filters on your tickets in order to get a better grasp on various support topics. Or use tags to differentiate important customers. Even add tags to existing tickets in order to sort and filter through your tickets easily.
Tags can be used in a hundred different ways. We let you to decide how to use them.
Easily define unlimited number of SLAs and let the automatic rules assign them to right tickets. LiveAgent will make sure, that tickets, phone calls and chats will be assigned to your agents in the right order to fulfill your service level agreements with your customers.
Does your help desk operate on 24x7x365, or does it work the more traditional 9am to 5pm Monday to Friday? Or do you have combination of departments working 24/7 and some on standard office hours?
If some of your departments operate just on standard office hours of Monday to Friday, then no doubt you want your tickets to be aged and process accordingly. With Live Agent is easy to define for each of your service level agreements custom business hours.
For example if ticket is received at 4pm on a Friday, then by 9am on Monday it should be only 1 business hour old.
Save the time of your support agents and fight against spam with automatic spam filtering in your help desk. LiveAgent implements a naive Bayesian spam filter, which learns from a set of emails you've marked as spam and automatically marks similar messages sent by spammer as spam. It needs to be trained on at least a few dozen emails before the filtering starts to become reliable, but then it does the job with high accuracy.