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All about support tickets in LiveChat

by Justyna Kraszewska

Tickets are a great tool that can extend your ability to keep in touch with your clients. When used correctly, they offer a way to reach you, even after working hours.

Visitors can leave messages as tickets via the ticket form, you can also create tickets yourself inside the app. You can reply to your tickets in the Tickets section.

Tickets section in LiveChat

Ticket sources

There are four ways of getting new tickets. Each way has its own specific application:

1. Tickets from the ticket form.

You will automatically receive any messages left after your office hours as tickets. The chat window on your site will change to the ticket form automatically.

After hours form

You can change the displayed message in the ticket form section. Configure the form by adding various fields or editing their contents. Remember to click on the Save changes button when you’re done.

Ticket form setup

2. Tickets from email.

By forwarding your support email to the ticketing system, you can reply to your support communication via tickets in LiveChat.

Entering support email and name

Read more about forwarding emails to tickets.

3. Tickets from chats and chat archives.

You can add tickets manually during a chat. When chatting with a customer, click on the More button and select the Create ticket option.

Creating a ticket

You will be asked to specify visitor’s email and the ticket’s subject. After you do that, click on the Create a ticket button to finalize.

Creating a ticket from chat

After the chat ends, you can still create a ticket from this chat in the Archives section. Simply find the particular chat and click on the Create ticket button.

Creating tickets from archives

4. Tickets created in the Tickets section.

Finally, the Tickets section offers an additional way to create tickets manually.

Creating a ticket

Select the Create a ticket option, fill in the details, and compose your message. Click on the Create a ticket button to finalize.

Finalizing ticket creation in the ticket section

Ticket assignee

Once you have created a ticket at LiveChat, you can either handle it all by yourself or, if this is a case that requires the assistance of another agent, you can change the assignee of the ticket.

To do that, click on the Change assignee button that you will find under the Assignee section of your ticket.

Ticket assignee

After that, choose the Assignee from the list of agents and simply click on the agent to confirm your choice. The ticket will be visible in the dashboard of the agent that you have clicked on.

Remember that you can also assign a ticket to a specific Group on your LiveChat. To do that, simply enter the name of the Group or choose one from the list below your agents.
Ticket assignee
Make sure that, when changing the assignee of your ticket, the status of it is set to Open – otherwise the agent will not see the ticket and the case might stay unresolved for a longer period of time.

Ticket statuses

Control the state of your tickets by assigning them various statuses:

  • Open tickets are ongoing cases that have to be handled by your agents. When a ticket is created, it gets the Open status.
    If the addressee responds to Pending or Solved ticket, its status will be changed to Open automatically.
  • Pending tickets are cases that require some additional input or information from your customer. When you reply to an Open ticket, its status will automatically switch to Pending. After the customer responds, the ticket will switch back to Open.
  • Solved tickets are cases which have been finished. Mark tickets as Solved only if you are sure that your client received all the answers.
  • Spam is a category reserved for malicious, garbage or otherwise unnecessary tickets.
    Once you place a ticket in your Spam folder, sender’s email address gets blacklisted, and all their feature messages send from the same email address will land in your Spam folder.
Ticket statuses

To change the status of a ticket, access the particular ticket and select its new status from the drop-down menu in the bottom right. Confirm the change by clicking on the Submit button.

Ticket internal comments

When managing your tickets at LiveChat, you can use the Internal comment option in order to make some notes about the case for yourself or describe the ticket before passing it to a different agent – that will allow him to understand the case better and take care of it instantly, instead of reaching out to you again.

To use the Internal comment option, enter a ticket and click on the Switch to internal comment button. Then, type a message that you would like to note to yourself or share with another agent.

Ticket internal comment

Now, type the description of the ticket and click on Submit button to apply your comment.

Ticket internal comment
The Internal comments will be visible only to other agents and not your customers themselves, so you don’t have to worry that they will read your tickets’ description.

Ticket emails to agents

Your agents can receive a notification email whenever you receive a new ticket. To enable the emails, go to the Agents section, select an agent and click on the Edit button.

To enable the notifications, you need to tick the New Ticket emails option. Select Save changes when you are done.

New Tickets email notifications in LiveChat

By replying to the email, you or your agents can directly respond to the tickets from your inbox. The ticket will be automatically assigned to the agent that replied to the ticket.

If you are using an autoresponder, consider disabling this option. The automatic response will be sent from your inbox automatically and assign the ticket to you, other agents won’t be aware of it. This is especially important if you are going for a vacation as you won’t be probably checking your inbox.

Ticket emails to visitors

There are two types of ticket-related emails that are sent automatically.

Ticket requesters can receive a notification that their ticket has been created. After solving a tickets, requesters can also receive a rating request.

You can enable or disable those emails in Automated emails section. Simply check the email you want to send and uncheck those you don’t want to send.

Once you are done, click on the Save changes button to finalize.

Automated emails settings in LiveChat

You can get valuable feedback from customers after resolving their tickets. The rating request is sent 24 hours after the ticket is marked as Solved. The visitor whose ticket has been solved is asked to rate the service as good or bad.

Stats can be later viewed in the Ticket satisfaction report in the Reports section.

Read more about ticket ratings.

Ticket effectiveness

Ticket-related reports will give you a clear picture of your tickets and your effectiveness:

  • New tickets: See when you received the highest number of tickets. Assign additional agents to ticket resolution during the busiest part of the week.
  • Ticket satisfaction: Your clients can rate the service they’ve received after each resolved ticket.
  • First response time: How long it takes for your agents to respond to new tickets. Try keeping this metric below one hour; however, you can always try going lower for the best customer experience.
  • Resolution time: Average time it takes to resolve a ticket. It gives you a good idea how fast support cases are handled by your team.
  • Ticket sources: See how many of your tickets were generated by chat, email or the ticket form.
Ticket reports in LiveChat

All statistics can be viewed in a 24-hour distribution mode.

24-hour distribution switch

Best practices

You should reply to all tickets as soon as possible. This will reassure your customer that you are aware of the problem and you are looking into it. Try keeping your first reply time under 30 minutes.

When it comes to ticket resolution, you should aim to get a ticket resolved within 8 hours after its creation. Keep in mind that most tickets can be resolved within an hour and only the most complicated cases will require more time.

For more useful tips on how to handle tickets, read posts on our blog:
4 Ways to Handle a Support Ticket Faster
7 Ways to Properly Handle a Support Ticket

Additionally, try increasing you online time. This way, you won’t get as many offline messages and have the most opportunities to chat with clients and solve their problems on the fly.

Read more about the perks of staying online.

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