Ticketing System
Centralize and streamline customer inquiries into trackable tickets.
Executive Summary
LiveAgent's Ticketing System is a comprehensive customer support solution designed to centralize and manage all customer inquiries. It converts diverse customer communications, such as email, live chat, social media, and voice, into trackable tickets, ensuring no request goes unnoticed. The system aims to streamline support operations, enhance agent efficiency, and improve overall customer satisfaction by providing a unified platform for managing interactions. Key features include agent collision detection to prevent duplicate responses, customizable ticketing workflows, and integration capabilities with various business tools. The platform offers a robust set of tools for handling tickets, from initial receipt to resolution, making it easier for support teams to collaborate and deliver consistent service.
Use Cases
- Centralizing customer inquiries from multiple channels (email, chat, social media) into a single, unified inbox.
- Automating ticket routing and assignment to ensure inquiries reach the right agent quickly.
- Preventing duplicate responses and improving agent collaboration with features like collision detection.
- Providing a self-service option through a knowledge base, reducing ticket volume.
- Integrating with CRM, billing, and marketing tools to provide agents with a complete customer view.
Features
Intelligence
- AI Helpdesk Integration: Boosts response times and improves customer satisfaction by integrating AI tools into the helpdesk.
- AI for Ticket Responses: Utilizes AI to assist agents in crafting better and faster responses to support tickets.
Support
- Agent Collision Detection: Prevents multiple agents from responding to the same ticket simultaneously, avoiding duplicate efforts and customer confusion.
- Omnichannel Ticketing: Manages customer inquiries from email, live chat, social media, and voice within a single, unified system.
- Customizable Workflows: Allows tailoring of ticketing processes to match specific business needs and ensure efficient resolution.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- AWS
Integrations
- Slack
- Zapier
- Integrately
- ChargeDesk
Security & Compliance
Certifications: SOC 2 (via AWS)
Pricing
- Model
- Per user per month, tiered plans
- Starting Price
- $15 per user per month
- Target Customer
- SMB,Mid-Market
- Contract Type
- Monthly, Annually
- Free Trial
- Yes
About LiveAgent
LiveAgent is a comprehensive SaaS platform that provides an all-in-one customer support solution, centralizing communications across email, live chat, social media, and phone. It offers features like ticketing, a built-in call center, knowledge base, and analytics, enabling businesses to streamline customer service and enhance satisfaction, with capabilities for AI integration.