Ian
Very good help desk tracking
I really like live agent. Below are my pros and cons list. Pros: 1.) Easy to create personal views (filters) of tickets. 2.) Spell checker 3.) You can paste screenshots right into a reply to a customer (this is awesome!!) 4.) Back and forth e-mail correspondence with a customer is easy. 5.) Awarding agents for performance is cool. 6.) Dashboards and reports are great. Cons: 1.) Spell checker does not work well in Internet Explorer 2.) I would like to see a "Created Date" column in the ticket list instead of the "Changed" column. 3.) It would be nice to have a button that transfers a ticket to my default department and assigns it to me in one swoop. You can do this now but it takes a couple of clicks. 4.) I feel like it needs better control of how agents are notified when a ticket is replied to.
Response from LiveAgentNov 21, 2016
Dear Ian, thanks for your feedback. You can select and display "Created Date" column in the ticket list instead of the "Changed" column. Button that transfers a ticket to my default department and assigns it to me - you can define this automatic workflow with rules. Please, feel free to reach out to us ([email protected]) so we can help you with the setup.