Support Center > Knowledge Base> Category: Ticket System
Category: Ticket System
20 Articles
Orange arrow How do I add a customer satisfaction survey to my Ticket responses?

  Get instant customer feedback on your ticket support by adding satisfaction surveys to your ticket responses and resolutions ticketing system survey responses are captured and reported in LiveHelpNow Analytics. How to setup a customer satisfaction survey & add it to your ticket autoresponder t...
Posted in: Ticket System
Tagged: survey

Orange arrow How do I setup Ticket Triggers? I want to manage support emails with my own business rules.

  Ticket Triggers allow you to setup automated rules to manage the support emails, web form submissions, and Twitter tweets you receive via LiveHelpNow Email-Ticket Management. Ticket triggers provide too many benefits to catalog; ranging from smart ticket routing to SLA management to custom notific...
Orange arrow How do I integrate Twitter with the Ticketing System? I want to capture Twitter mentions as Tickets.

  Integrate your company Twitter account to your LiveHelpNow account and act on socially driven support inquiries and sales opportunities. Search tweets that include your company name or other keywords and create Tickets with a single click. Monitor important topics like competitors, trends in yo...
Orange arrow How do i configure my account to support right-to-left languages (Arabic script and hebrew alphabet)?

  To configure Chat window to support right-to-left alphabet please follow these simple steps: Admin panel->Chat system->Customization->Chat window Select the chat window you would like to be used for right-to-left alphabet Scroll down to find "Text direction" setting Change to "right ...
Orange arrow How do i setup reminders for my agents to resolve / provide update to tickets assigned to them per my SLA?

  To setup reminders for open tickets for agents to provide update / resolve assigned to them tickets per your organization SLA please use reoccurring triggers. Please follow these easy steps: Login to your LiveHelpNow account and switch to Admin Panel Proceed to Ticket system->System setup-&...
Orange arrow Can LiveHelpNow parse JSON formatted emails into tickets?

  Please follow these steps to accomplish Email parse containing JSON object. Make sure JSON you would like parsed is included in the email's Text MIME and not HTML MIME. It is best to send email without HTML MIME part so email is sent as plain text body containing JSON you want parsed. Indicate ...
Orange arrow How to securely exchange confidential information in a chat session or an email/ticket?

  At LiveHelpNow, we don't only know how to spell security – we’re big believers in it. In the past, our chat sessions and emails have been great for holding secure online conversations with prospects and clients but there was no simple way to securely share confidential information. Tha...
Orange arrow I installed the live help chat feature.. but now I'm thinking I want to try out the ticket system. Do I need to download new software or make any changes to the code on the site?

  Once live chat system is installed on your website your customers will be asked to submit a ticket when all operators under your account are offline.You can also install "Submit a Ticket" button on your website separately from Chat button if you like.To do that please switch to Admin Panel, Click o...
Orange arrow How do I remove Priority or Category field from Ticket submission form?

  To remove category or priority field from ticket submission form please follow these steps: Add "Private" category or priority value in Admin Panel->Ticket System->Customiation->Labels & Fields Remove all other category or priority values by leaving only private value in the list o...
Orange arrow What is a watcher? When should I add watchers to my support tickets? How do I do that?

  A quick Google search will tell you that a watcher is "a person who observes something attentively or regularly". The 'watchers' feature is best described as an 'ongoing carbon copy' of ticket updates to people that need to be kept informed of changes to the ticket's (or customer's) status. This ...
Orange arrow How do I properly setup Email-Ticket Management so all my customer-company email communications are organized in the Operator Panel?

  How email-to-ticket integration works: The Email-to-ticket feature in the ticketing system organizes your customer emails by converting all customer email communications into a queue of organized, prioritized and assigned inquiries. With email-to-ticket, you will know exactly when an inquiry was ...
Posted in: Ticket System

Orange arrow I am moving from another customer service system and would like to import my canned and knowledge base content into my LiveHelpNow account, is this possible?

  We would be very happy to import Knowledge base and Canned messages content into your LiveHelpnow account if the account has Paid subscription. Please provide an Excel spreadsheet or UTF-8 csv document in the following table format: Folder Folder Name Folder Name Canned Response Title C...
Orange arrow Are there email templates I can use to help me respond to customer inquiries?

  Yes, the LiveHelpNow ticketing system streamlines customer communication with built in email templates. Create automated email responses for newly created tickets and changes in ticket status. There are 3 different auto responder email templates, depending on the status of the customer inquiry. Th...
Posted in: Ticket System

Orange arrow Can I install LiveHelpNow as a Right Tab that shows available help options when clicked?

  With the LiveHelpNow HelpOut Tab®, you can display help options to visitors in a snappy right tab that follows them from page to page. It’s easy to setup and easy to customize – you don’t have to be a techie to change its appearance! The versatile Help Panel works with any c...
Tagged: tab, slideout

Orange arrow When customizing the knowledge base, how do I remove all ticket system references?

  To make this customization you will need to have a basic knowledge of CSS. Open the style.css file for your knowledge base. Knowledge base files can be found here. Please add this snippet of css code: #supportcenterbox {display:none;} Please add this snippet of css code: .box {display:...

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