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Every time someone contacts you, a new contact is created in Live Agent.

An Internal ticket allows you to create an internal note for your colleagues.

Live Agent 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 24/7/365, or does it work in a more traditional way, 9am to 5pm Monday to Friday?

Each ticket has got a unique reference number, which helps you quickly locate, add to, or communicate the status of the user's issue or request.

Define the number of tickets, chats, and phone calls, received and solved by your agents. Automatically rotate phone duty, set pause times for your agents and let them rest when they need it. Easy to configure cascading rules use criteria defined as granular or general depending on your needs.Never hear "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.

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Instantly see how many new, open and resolved tickets are in your departments.

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