Managing tickets is much easier with LiveAgent as it allows the agents to both set predefined ticketfilters to make answering the easier, and allows them to add new filters to search through tickets.
An agent can go to ticket history to add custom filters to bring up the tickets he or she is interested in. They can search by department, agent name, date or even keyword. They can then switch between the different filters they have setup by using tabs, and once they have run out of tickets they can go through more ticket filters in the left panel.
The predefined ticket filters can be opened from the home screen, where each department can see the number of new or opened tickets. By clicking on the number, it is possible to see the open ticket history panel where preselected filters can be used to show tickets by department or status. Allowing filters for tickets allows the agents to answer them much faster, or on a preferential basis as chosen by you, allowing for better customer service.
