Suspended ticket

LiveAgent's suspended tickets feature detects spammy emails and sets them aside for further analysis. SPAM filters can be customized by keywords in the email. Suspended tickets can be reviewed and marked as non-SPAM if needed, enhancing support efficiency.

What is a suspended ticket?

LiveAgent can detect spammy looking emails. In some helpdesk systems, these kinds of tickets are called suspended tickets. In LiveAgent however, they’re simply called SPAM. When a ticket is marked as SPAM, it’s not included in the “to solve” queue but it’s set aside. If you decide that a particular ticket is not SPAM, you can unmark it and add it to the regular queue.

LiveAgent SPAM filters can be set automatically or manually, based on your preferred conditions like keywords in subject or body of an email. This feature can help you ban IPs and make a list of blacklisted email addresses.

How to manage suspended tickets?

Managing and handling SPAM tickets can be a time-consuming task. However, with advanced SPAM detection capabilities, the ticketing tool can automatically identify and distinguish spammy-looking emails, marking them as suspended tickets. Separating these tickets from the others allows support agents to focus on genuine customer inquiries, delivering faster response times and better support quality. The ability of the ticketing tool to set up filters and blacklist IPs and email addresses further enhances its effectiveness. This is where choosing the best ticketing tool comes into play. Consider the different options available on the market, and make sure to compare the features that each of the tools provide. This will ensure that you choose the one that meets your specific needs.

Frequently Asked Questions

What is the definition of a suspended ticket?
A suspended ticket means that the ticket is put on hold for further analysis. Most often it concerns messages that look like SPAM. They are not placed in the next "to be solved", but put away as SPAM.
How can ticket be suspended?
Tickets can be evaluated as SPAM and suspended automatically or manually, depending on your preferred conditions, such as keywords in the subject or body of the email.
Is it possible to suspend a ticket in the LiveAgent system?
At LiveAgent, suspended tickets are simply SPAM. If you decide that a given ticket is not SPAM, you can uncheck it and add it to the regular queue. Spam filters can be set automatically or manually based on your preferred conditions (such as keywords in the subject line, email body).

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After understanding what a suspended ticket is, you might want to explore the topic of a pending ticket. This article explains what a pending ticket means and how it affects your customer service workflow. Additionally, if you're interested in the broader context of handling tickets, the agent ticket scope is another valuable topic. It covers essential components and the importance of defining the scope for efficient ticket management.

Pending ticket

Marking ticket as pending is a way of signaling that more time is needed for it to be resolved. When a ticket is marked as Pending, its SLA timer is paused.

Closed ticket

A ticket has its lifecycle. The ticket can be open, resolved or waiting. If the ticket is closed, it means, that communication is over and it's solved.