Features - LiveAgent

Ticketing system features

Handle all your customer inquires from one interface! Learn about LiveAgent's Ticketing system and…
Learn more
Ticket Management

Agents

Agents manage and respond to all queries in your help desk.
Ticket Management

Agent collision detection

Prevent multiple agents from working on the same ticket.
Ticket Management

Agent ranking

Receive ratings & identify trends after each interaction.
Ticket Management

Audit log

Use audit logs as reference points if queries escalate.
Ticket Management

Attachments

LiveAgent offers an option to drag & drop files (images, music,…
Ticket Management

Automated ticket distribution

Automatically create optimal workloads for your agents.
Ticket Management

Business hours

LiveAgent’s Business hours configures your SLA levels to take action only…
Ticket Management

Canned messages (Macros)

Canned messages can save you some time and you can use…
Ticket Management

Companies

Organize contacts into companies as needed.
Ticket Management

Contact fields

Gather & store information about your contacts or companies.
Ticket Management

Contact form gallery

Choose a contact form for your site from our premade gallery
Ticket Management

Contact forms

Make yourself accessible by utilizing built-in contact forms.
Ticket Management

Contact groups

Contact groups can be created and customized to your needs. Create…
Ticket Management

Contacts

Store & manage all relevant customer info inside LiveAgent.
Ticket Management

Copy & Paste images

Copy & paste images inside your tickets.
Ticket Management

Custom roles

What is a custom role? Custom roles is a feature that…
Ticket Management

Departments

Distribute tickets and support agents into departments.
Ticket Management

Email forwarding

E-mail forwarding is an important thing for any help desk software.…
Ticket Management

Email notifications

Automatically receive email notifications about new tickets.
Ticket Management

Email templates

Configure email templates for your customers and agents.
Ticket Management

Ticket export

Use this feature to export tickets into PDF and HTML formats
Ticket Management

Filters

Create filters to easily sort through tickets.
Ticket Management

GIFs in tickets

Bring static conversations to life with animated GIFs.
Ticket Management

Hybrid ticket stream

Follow customer resolution journeys across diff. channels.
Ticket Management

Mass actions

LiveAgent is not an exception and that’s why it supports mass…
Ticket Management

Merge tickets

Merge multiple tickets about the same issue into one ticket.
Ticket Management

Multiple ticket tabs

Work on multiple tickets at once & switch in-between easily.
Ticket Management

Notes

LiveAgent allows you to add private notes to a ticket that…
Ticket Management

Online ticket history (URL)

Attach a link with a complete ticket history to your emails.
Ticket Management

Pause

Pause ticket routing to you while you take a short break.
Ticket Management

Predefined answers

Create pre-defined answers to FAQs & general questions.
Ticket Management

Responsibility

Assign & transfer tickets between agents & departments.
Ticket Management

Rules

Automate your workflow through time, action, and SLA rules.
Ticket Management

Search & Replace

Search for a string in every incoming message and replace it
Ticket Management

Service level agreement (SLA)

Service-level-agreement (SLA) is an arrangement to meet targets for replying to…
Ticket Management

Sounds

Customize or disable any sound that is played in LiveAgent.
Ticket Management

SPAM filters

Battle spam with automatic spam filtering in your help desk.
Ticket Management

Split tickets

Handle one ticket by multiple agents simultaneously.
Ticket Management

Tags

Use tags to differentiate between customers & ticket topics.
Ticket Management

Ticket fields

Create unlimited ticket fields to store additional info.
Ticket Management

Ticket/Customer insights (CRM)

Add fields to each contact to store custom data.
Ticket Management

Time rules

Time rules run in the background in intervals (usually every minute)…
Ticket Management

Time tracking

Easily track your agent's work time for each ticket.
Ticket Management

To Solve Button

The button notifies you when SLA tickets need to be answered
Ticket Management

Universal inbox

LiveAgent’s universal inbox is like a smarter version of your email…
Ticket Management

WYSIWYG editor

WYSIWYG editor gives you the ability to enter and format your…
Live chat features

Discover advanced live chat features like proactive chat invitations and real-time typing view.
Learn more
Live Chat

Chat button

The LiveAgent chat button is fully customizable and easy to implement.
Live Chat

Chat button animations

Animate your chat buttons to impress your website visitors.
Live Chat

Chat button gallery

Choose from predefined live chat button positions and styles
Live Chat

Chat distribution

Distribute chats through multiple distribution options.
Live Chat

Chat embedded tracking

Track live chat session events in Google Analytics.
Live Chat

Chat history

Chat history is exactly that and it can be extremely useful…
Live Chat

Chat invitation gallery

Choose from various customizable chat invitations.
Live Chat

Chats overview

Check which pages are being browsed, and for how long.
Live Chat

Chat window docking

Dock chat windows to the left or right side of your…
Live Chat

Internal chat

Utilize an internal messenger to chat with fellow agents.
Live Chat

Max queue length

Automatically hide live chat button if max queue is reached.
Live Chat

Online visitors

Monitor who is browsing your website and what URL they are…
Live Chat

Proactive Chat Invitations

Invite website visitors to chat while they browse your site.
Live Chat

Real-time chat

Chat with customers in real-time to improve conversion rates.
Live Chat

Real-time typing view

View what your customers are typing before they hit send.
Live Chat

Website Visitor Tracking

Get a real-time view of the pages your site visitors are…
Call center features

LiveAgent's inbound call center can be used to handle large numbers of calls incoming…
Learn more
Call Center

Automatic Callback

Empower your customers to request automatic callbacks.
Call Center

Call button

Place call buttons on your website to establish instant in-browser calls…
Call Center

Call detail records

What are call detail records? Call detail records, or CDR for…
Call Center

Call device scheduling

Set active hours on your calling devices
Call Center

Call routing

LiveAgent routes calls automatically by priority or assigns them randomly. To…
Call Center

Call transfers

Attended transfers wait to terminate the call until it’s either picked…
Call Center

Internal calls

Call with your colleagues right inside of LiveAgent.
Call Center

IVR (Interactive Voice Response)

LiveAgent features a comprehensive IVR online designer tool where anyone can…
Call Center

Softphones

LiveAgent offers the ability to connect and use softphones (software telephones)…
Call Center

Supported call devices

Compatible with both physical and virtual call devices.
Call Center

Video call

Video chat with customers & colleagues alike.
Call Center

Unlimited call recordings

Record & store all calls conducted through LiveAgent.
Social media help desk features

Need to improve your social media customer service? LiveAgent offers Facebook, Twitter, Instagram, and…
Learn more
Social

Facebook

Track & respond to all posts, comments, and private messages.
Social

Instagram

Respond to Instagram comments and mentions through your dash.
Social

Twitter

Monitor and reply to mentions and Tweets about your brand.
Social

Viber

Connect Viber to chat with customers and broadcast messages.
Social

WhatsApp

WhatsApp is one of the most popular messaging platforms available on…
Customer service reporting

Start improving your service today by reviewing our customer service reports. Generate over 10…
Learn more
Reporting

Agent availability

Monitor the availability of your agents
Reporting

Agent ranking overview

View your agent's performance according to received ratings.
Reporting

Agent report

Create reports about agent work times.
Reporting

Analytics overview

See usage, statistics, and evaluate performance reports.
Reporting

Channel report

See what channels are most used to contact your support team
Reporting

SLA compliance report

Create SLA reports by time & department.
Reporting

Department report

Easily review your department's performance.
Reporting

Performance report

Monitor the performance of your support agents.
Reporting

SLA log report

View how well you're managing SLA requirements.
Reporting

Tag reports

Create tag reports by time, department, channel, and agent.
Reporting

Time report

See how much time was spent on each individual ticket.
Gamification in Customer Service

Make your agent's everyday work more fun and motivate them perform better with gamification.
Learn more
Gamification

Benchmarks and leaderboards

6 reasons why LiveAgent is a perfect solution for your business.…
Gamification

Levels

Agents attain levels over time as they solve queries.
Gamification

Rewards & Badges

Give out badges and rewards to your most hard-working agents
Multilanguage

Let your customer support agents use LiveAgent in a language they prefer. Read and…
Learn more
Multilingual

Language adaptable widgets

Set up chat, contact, or feedback widgets in your language.
Customer portal features

The customer portal helps your company operate 24/7. Read about LiveAgent's Customer portal and…
Learn more
Support Portal

Feedback & Suggestions

Encourage customers to send you new ideas and feedback.
Support Portal

Forum

Create forums and build an online community with your users.
Support Portal

Internal Knowledge Base

The internal knowledge base is a collection of articles that can…
Support Portal

Multi knowledge base

Create multiple customer portals for multiple products.
Support Portal

Knowledge base

Create knowledge base articles, forums, or feedback boards.
Support Portal

Search widgets

Search widgets enables visitors to search in your articles, forums, and…
Support Portal

WYSIWYG editor for articles

Easily edit and style the content of your articles.
Mobile help desk apps

Keep track of what's happening in your help desk even when you're away from…
Learn more
Mobile apps

Android

LiveAgent offers a native Android app for your favorite mobile device…
Mobile apps

iOS

LiveAgent offers a native iOS app for your favorite mobile device…
Help Desk Security

Quality Unit is the company behind LiveAgent, where we make sure that LiveAgent is…
Learn more
Security

Ban IPs

Ban IP's of visitors that are prone to spam.
Security

2-Step verification

2-step verification (also known as 2 factor authentication) is an optional…
Security

GDPR

LiveAgent is committed to privacy, security, compliance, and transparency. This approach…
Security

HTTPS encryption

LiveAgent hosted accounts run over a secure connection using the https…
Security

Multiple data centers

The company behind software product LiveAgent has always built products with…
Security

Password validator and audit log

What is a password validator? A password validator determines whether…
Security

Single Sign-On (SSO)

What is SSO? SSO stands for Single Sign-on, which is an…
Web contact cards

What are web contact cards? A web contact card is a browser extension that…
Learn more
Browser Extensions

Click-to-call and click-to-dial buttons

What is a click-to-call button? A click-to-call button is a digital…
Browser Extensions

Click to email

What is click-to-email? A click-to-email link is a clickable link that…
Integrations

LiveAgent is a customer service software that offers many integrations to improve your work…
Learn more
Integrations

API

Api is a list of commands that one software can send…
Integrations

Billing management

LiveAgent is a help desk software with multiple capabilities to allow…
Integrations

CMS

LiveAgent integrates with WordPress, SquareSpace and Drupal. Live chat buttons can…
Integrations

Collaboration tools

Integrate Slack for instant notifications about new tickets.
Integrations

Computer telephony integration

What is CTI? Computer telephony integration or CTI is the software…
Integrations

CRM

LiveAgent can store and organize your customer information and records. It…
Integrations

eCommerce

LiveAgent can help you take your ecommerce website to the next…
Integrations

Email marketing

LiveAgent is the right tool for email marketing, with features to…
Integrations

Migration plugins

Migration plugins help you transfer all of your data from your…
Integrations

Project management

Integrate project management tools with LiveAgent.
Integrations

Zapier

Zapier allows you to integrate many applications, integrations and software with…
Integrations

Slack notifications

LiveAgent makes it easier for you to follow up on your…
AI

AI Answer Assistant

Efficient customer communication is a key to your company’s success. LiveAgent’s…

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

Start Free Trial x