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 (such as "Answer not delivered" and "Answer delayed"). You can review tickets individually, or alternatively go to Configuration > Tools > Mail outbox to see the status of scheduled messages. Based on the delivery status shown in the mail outbox, you can identify problematic messages and then search for those tickets in your ticket list afterward.
If an answer could not be delivered to the customer, LiveAgent will automatically reopen the ticket and add a system note stating: "System reopened ticket because an answer was not delivered." This helps you quickly spot tickets with undelivered responses. For any such reopened ticket, you can view the delivery report by clicking on the indicator. The delivery report is available for all users, including agents.
While direct filtering is not available, these steps can help you monitor tickets where answers were not sent or were delayed.