When FlowHunt creates a ticket in LiveAgent using the Create Ticket in LiveAgent tool, the ticket status may not default to "New" as expected — for example, it may appear as "Answered" or "Replied". This article explains how to configure the ticket status (and other ticket properties) directly within the FlowHunt tool settings.
Why Does the Ticket Status Appear as "Answered" Instead of "New"?
The ticket status assigned when a ticket is created through FlowHunt is controlled by the Create Ticket in LiveAgent tool configuration inside FlowHunt — not by the LiveAgent department settings. If the status is not explicitly set in the tool, it may default to a value other than "New".
How to Configure the Ticket Status in FlowHunt
- Log in to your FlowHunt account and open the relevant flow or AI Agent.
- Click on AI Agent to open the agent settings.
- Scroll down to locate the Create Ticket in LiveAgent tool.
- Click on the Configure locked parameters button next to the tool.
- Set the ticket status to "New" (or any other desired status).
- Save your changes.
Other Parameters You Can Configure
Within the same Configure locked parameters section, you can also customize additional ticket properties, including:
- Recipient – the email address or contact the ticket is assigned to
- Department – the LiveAgent department the ticket should be routed to
- Subject – the subject line of the created ticket
- Any other additional ticket information supported by the tool
Important Note
Department-level settings in LiveAgent do not control the ticket status for tickets generated via FlowHunt. Always configure ticket properties directly in the Create Ticket in LiveAgent tool within FlowHunt to ensure the correct values are applied.
How to Set and Customize Ticket Status for FlowHunt-Created Tickets in LiveAgent