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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.

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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Distribute tickets and support agents into departments.

Does your help desk operate on 24/7/365, or does it work in a more traditional way, 9am to 5pm Monday to Friday?Do you have a combination of departments working 24/7 and some standard office hours?If some of your departments operate from Monday to Friday, then undoubtedly, you want your tickets to be aged and processed accordingly.The time spent is tracked automatically for each ticket when this feature is turned on.Additionally, you can force agents to submit the time spent manually, and add a note if necessary. You solve a vast variety of problems, questions, and issues every single day.

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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.

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