Customer context: The customer wants to back up all tickets, including their full message history, in LiveAgent. Customer question: How to backup all tickets? Solution: Currently, LiveAgent allows you to export tickets and their messages individually to HTML or PDF, but it does not provide a built-in option to create a complete backup of all tickets with their history in bulk directly from the interface. The export to CSV function in the panel only exports a preview of tickets, without includi...

Customer context: The customer wants to filter tickets in LiveAgent with the labels "Answer not delivered" and "Answer delayed". Customer question: How do I filter tickets with labels "Answer not delivered" and "Answer delayed"? Solution: Currently, it is not possible to filter tickets directly based on their [answer delivery status](https://support.liveagent.com/160398-Answer-Delivery-Status-Indicator) (such as "Answer not delivered" and "Answer delayed"). You can review tickets individually,...

Customer context: The customer noticed that LiveAgent started automatically closing old tickets and wants to know why this happens and how it works. Customer question: LiveAgent started closing old tickets. Why is this happening, and how does it work? Solution: Tickets that remain in the "Resolved" [status](https://support.liveagent.com/465329-Ticket-Statuses-Overview) for more than a selected number of days (by default 365) are automatically changed to the "Closed" [status](https://support.li...

Customer context: A customer wants to export tickets to HTML or PDF but would like specific custom fields to be excluded or hidden in the exported document. Customer: Can I exclude or hide custom ticket fields when exporting tickets to HTML or PDF? Answer: I'm sorry, but it's not possible to exclude or hide custom ticket fields when exporting a ticket to HTML or PDF. LiveAgent designs the PDF/HTML export function to include all ticket fields, and there's currently no setting to change this.

Customer context: The customer is an administrator or owner of the LiveAgent software and wants to secure critical ticket data from being irreversibly removed by agents. Customer: Can I block ticket deletion for agents? Answer: Basically no, but agents only have the ability to delete tickets, which essentially moves them to a "Deleted" status within LiveAgent. Only Administrators or Owners have the ability to purge (permanently remove) these deleted tickets.

Customer context: The customer is testing and setting up email tickets and wants the system to send an auto-response to the users after they email the help desk. Customer: How can my customer get an auto-response that acknowledges we received their email? Answer: By default, LiveAgent doesn't send an auto-response with a ticket ID when a new email ticket is created. However, you can configure the system to send an automatic reply to the customer after a ticket is created by following the instr...

Customer context: The customer wants to know if it is possible to delete individual messages within a ticket in the LiveAgent helpdesk system. Customer question: Can I delete specific messages within the ticket in LiveAgent? Solution: It is not possible to delete individual messages within a ticket in LiveAgent. You can only mark the entire ticket as deleted. Please note that tickets with the "Deleted" status remain accessible in LiveAgent until they are purged. To completely remove deleted ti...

Customer context: The customer seeks to understand the SLA (Service Level Agreement) behavior when merging an overdue ticket with a non-overdue ticket. Customer: If I have an SLA rule and I merge an overdue ticket with a non-overdue ticket, how will the SLA be calculated? Answer: When you merge an overdue ticket with a non-overdue ticket, the resultant ticket will maintain its original importance (SLA timer) and not inherit the overdue status from the other ticket.

Customer context: A customer has merged two tickets and wants to know if they can recover the original tickets. Customer: Can I recover the merged tickets? Answer: Merged tickets cannot be recovered, but you can split an answer from a ticket to a new one. Follow the steps in this guide: https://support.liveagent.com/289910-Split-Ticket. Please note that splitting the ticket only creates a copy of an existing ticket and it does not recover the original message.

Customer context: The customer has an agent leaving their team and wants to know whether they will lose the agent's ticket history or assigned tickets if the agent is removed. Customer: If I remove an agent, do I lose their ticket history and assigned tickets? Answer: No, when you remove an agent, you will have the option to reassign their tickets to another agent. The ticket history will be preserved.

Customer context: The customer wants to limit the number of submitted tickets by a specific customer to prevent abuse and spamming. Customer: Is there any way to limit submitted tickets? Answer: Unfortunately, LiveAgent does not have a feature to limit the number of submitted tickets by a specific customer. For spam prevention, you can use the Ban IP option for chats (https://support.liveagent.com/403118-Ban-IPs) and create rules for emails to mark them as spam based on specific conditions.

Customer context: The customer has accidentally deleted a ticket and wants to reopen it. Customer: How can I reopen deleted tickets? Answer: If the ticket was not purged, you can undelete it by adjusting your ticket filter to display deleted tickets, locating the ticket, and clicking the Undelete button. Please note that if a ticket has been manually merged into another ticket and subsequently deleted due to the merging action, it cannot be restored, as this action is irreversible.