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Support Center > Knowledge Base> Category: Account Setup
Category: Account Setup
10 Articles
Orange arrow How do I make it so my operators only see activity in their departments?

7803 views
  In order to accomplish this you will need to setup department routing for your account. -->Setup departments one for each website. In admin panel->my account->departments, and assign each operator to the correct department. -->Record department numbers for all (write them down) -->Create...
Tagged: department


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

8115 views
  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.

14205 views
  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 remove Priority or Category field from Ticket submission form?

9095 views
  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 extra permissions can I give to an operator?

10212 views
  With LiveHelpNow you have full control over the content each operator is able to view and manage. The following ‘Extra Permissions’ are found in Admin panel -> My Account -> Operators (select operator profile) You can make any operator an Administrator with full access to your ...
Posted in: Account Setup

Orange arrow I need to silently install the Alerter software on computers in our Network, is this possible?

9689 views
  The LiveHelpNow Alerter package file has an .msi extension (livehelpnow.msi my be downloaded from http://www.livehelpnow.net/alerter/ ), and you may manipulate it using the msiexec utility. For installation, use the /i and /qb switches. Use the /l* switch to produce a log file. You can provide nam...
Posted in: Account Setup

Orange arrow Can I hide the chat button when I am offline?

12327 views
  You may install a chat button code which will show a transparent image when all operators under your account are offline which will make the chat feature invisible on your website during offline hours. By hiding chat button during offline hours, you are closing your business' door for customers wh...
Orange arrow How do I change the automatic logout settings for my operators?

12920 views
  There are 2 different ways to change the auto logout settings for your operators: 1. Administrators can setup an ‘Offline Schedule’ to logout everyone at the same time every day. The Offline Schedule can be found in Admin panel -> Chat System -> System setup -> System setting...
Posted in: Account Setup

Orange arrow How do I create departments and assign operators to them?

11387 views
  Department routing is a great way to connect customers to the operators that can help them most effectively, with as little delay as possible. You can distribute your operators into departments based on their skill level, organizational role, or the web property that they service for you. To crea...
Posted in: Account Setup
Tagged: department


Orange arrow How do I setup my LiveHelpNow chat account in order to meet HIPAA and PCI privacy rules?

9397 views
  The following settings must be applied for LiveHelpNow Chat accounts to meet HIPAA privacy requirements. Force secure chatting:http://help.livehelpnow.net/article/1/8010/ Remove email and print icons on the chat window:http://help.livehelpnow.net/article/1/36002/ Deselect 'Operators can send...
Tagged: HIPAA, privacy



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