Welcome!!! LiveSupport is A Complete Ticketing System for Support & Operations Teams – Use LiveSupport to manage your operations and support. Track all the customer-reported cases end-to-end
Get Organized & Get Stuff Done! LiveSupport helps you take back control of your operations work. The Most Powerful High-Performance & Yet Simple Way to Manage Your Support Operations
LiveSupport was created because we wanted to develop an excellent system that is both Powerful and User friendly the same time. The product should help us in running the business operations in a better way. LiveSupport is practical software that gets you organized so that you can reduce unnecessary calls, reminders and simply Get Things Done. By using LiveSupport, your team will be organized and your business operations will be efficient.
LiveSupport provides the Customer Support & Service management features such as Tickets, Resolutions (Knowledge Base), Case Assignment & Escalation through Workflow rules.
Integration between Sales and Post-sales support management helps organizations in resolving the customer-reported cases in less time thereby enhancing the customer satisfaction, cross-selling and up-selling opportunities in future.
Using LiveSupport as your Support CRM, you can
Close tickets, Open happiness Manage and update tickets on the go and keep an eye on the SLA status for ticket’s and user assigned.
Measure Agent Productivity Dedicated Departments and Queue for smooth resolutions and better efficiency when it comes to resolving tickets. Share your work in real-time access my-calendar, my tickets and timesheet for early redressal of tickets.
Resolutions to tickets Create and link resolutions to multiple tickets, this helps save time in maintaining different resolutions for similar issues. User can check which tickets are linked to a resolution.
Yank tickets within same Queue This state of the art feature is standard with LiveSupport. Users of the same queue can yank tickets assigned to other users of the same queue, thus resulting in better customer service and quick closures to the ticket.
Customizable Ticket SLA Define SLA as per your organisation. SLA are defined on ticket priority and impact as selected by the user. Once SLA are defined enjoy the smooth workflow of the ticketing cycle which moves forward on pre-defined business logic and automates the process for you.
Collaborate with notifications, Stay informed Activity is recorded for each change you make to the ticket and you receive emails for modifications made to the ticket.
Powerful Customer Management Interface Set Customer Ownership to User, Multiple/Primary Contacts, Multiple/Primary Addresses, Customer Contacts Login Accounts, Configurable Customer Types, Attachments, Notes, Activities on Customers Entity, Customer Tickets, Emails etc.
Best in class Manage Tickets Interface Unique Ticket IDs, Ticket Assignment, Assignment History, Notes, Attachments, Status, Priority, Progress, Emails, Notifications, Queue Assignment, Yank Ticket
Complete User Management Manage Users, Add/Edit, User Picture, User Roles, User Type, Activate/Deactivate, User Registration both by Admin & User itself, Password recovery, Admin password reset, Profile, User Activity, Email system to Users, Change Password
My Tickets Bird Eye View to see all the tickets in your name. Yank more tickets from the assigned queues
My Calendar / Job Queue Calendar to show all the tickets with timelines and SLAs
Manage Resolutions Unique Resolution IDs, Create Resolutions for resolved tickets, Close multiple tickets at once linking to one/multiple ticket, Close single ticket with multiple resolutions, create parent tickets and child tickets.
Queue Management Agent can see Queues/Tickets with permissions, Agents can be assigned to Multiple Departments and Multiple Queues. Ticket Queue Assignment
Departments Create Multiple Departments, Department Owner, Assign Multiple Agents in Departments, Link Department with Queue.
SLA Define SLAs in Hours based on Priority, Impact. Notifications for approaching/breached SLAs
Powerful Reporting Generate reports about the progress of your sales and how your team is doing.
Messenger/ Chatting System Your team is here. Save your time by using the inbuilt Messenger that will help you see your team members online/offline & on page communication to get things done faster.
File Sharing Attach documents, images, zips, code sharing to customers.
Powerful Role Based Authentication System LiveSupport comes with powerful role based authentication system at task/operation level. Users can be assigned permissions on roles (with multiple operations) and even at operation levels. This give real power to the Administrators to configure the system as per the requirement and making it an excellent system from security point of view.
- Pending Tickets
- Customer Type Report
- Customer Country Report
- New Customers Report
- User Type Report
- User Status Report
- New User Reports
Excellent Configurable System
- Customer Types (Custom Configurable)
- Departments (Custom Configurable)
- Queues (Custom Configurable)
- Departments Queues Users Mapping (Custom Configurable)
- SLAs (Custom Configurable)
- Ticket Priority (Custom Configurable)
- Ticket Status (Custom Configurable)
- Ticket Type (Custom Configurable)
- Ticket Impact (Custom Configurable)
- Ticket Category (Custom Configurable)
- User Types (Custom Configurable)
- Email Templates & Many More
Multi Lingual Support File Included for Portuguese Easily doable for other languages by changing in one file
Quick Start Guide with installation instruction are provided in the zip file.DEMO Logins http://livesupport.livecrm.co
Username : admin Password : admin
Username : demo Password : demo
Delete operation is disabled in demo