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An account is a record that represents a logical grouping of tickets that can represent an individual customer and their associated tickets. The Tickets window enables you to view, create, modify, delete, export, and import tickets.

Expand
titleAccounts


Expand
titleCreating an Account
  1. On the Accounts tab, click New.
    The New Account window appears.

  2. Specify values in the following fields as required to create an Account record.

    Expand
    titleFields


    FieldDescription
    General
    Name

    Name of the account.

    Info

    This field requires a value.


    Account NumberAccount number of the account.
    Original Account NumberOriginal account number of the account .commonly used if want to link an external system to this account or if the accounts were migrated from another system.
    ClassificationClassification

    Classification of the account.

    Info

    You can define classifications for an account through the Settings tab of the Accounts Config window. For more information, see the Managing Account Configurations section of the Administrative User Guide.


    Web SiteWebsite of the account.
    Original IDOriginal ID of the account.
    EmployeesCount of employees of the account.
    IndustryIndustry of the account.
    Phone OfficeOffice phone number of the account.
    Annual RevenueAnnual revenue of the account.
    Phone AlternateAlternate phone number of the account.
    Account Type

    Type of the account.

    Info

    You can define types for an account through the Settings tab of the Accounts Config window. For more information, see the Managing Account Configurations section of the Administrative User Guide.


    AgentName of the agent assigned to the account.
    Agent TeamAgent team assigned to the account.
    Description
    Description Description of the account.
    Billing/Shipping
    AddressAddress of the account for billing/shipping.
    Postal CodePostal code associated with the address.
    CityCity associated with the address.
    StateState associated with the address.
    CountryCountry associated with the address.
    Other
    Ticker SymbolStock symbol of the account.
    Sic SIC CodeStandard Industrial Classification (SIC) code of the main business categorization of the account.



  3. Click Save.
    The account is created, and the details of the account appear in the Accounts window.

    Info
    • You can create another account by using the New button.
    • You can create a contact, ticket, or note for the account by using the Contact, Ticket, or Note option of the New menu.
    • You can associate the account with an existing contact or ticket by using the Contact or Ticket option of the Link menu.
    • You can delete the account by using the Delete option of the More menu.
    • To view the table with accounts, click the Close icon (Image Modified).
    • You can create or modify an account filter by using the New Account View icon (Image Modified) or the Edit Account View icon (Image Modified) next to the search box on the Accounts tab. For more information, see the Account Management section of the Administrative User Guide.


Info
  • If you cannot easily find an account in the table, click the Advanced Search icon (Image Modified), and then, in the search window, specify values in the fields as required, and then click Search. You can select multiple values in some of the search fields.
  • To modify an account in the table, double-click the row containing the account, modify the values as required, and then click Save.



Expand
titleImporting Accounts
Note

Before you begin, ensure the following:

  • Each account record in the file that you want to import contains a name for the account.
  • File size is not more than 15 MB.
  • On the Accounts tab, click the Settings icon (Settings iconImage Removed), and then click Import Accounts.
    Alternatively, on the Accounts menu, you can click Import Accounts.
    The Import Accounts window appears.
    • Specify values in the following fields:

  • File: Click magnifying glass iconImage Removed, and then select the file containing the account data that you want to import.

    • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

    Info
    • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
    • Only the Input Filters whose target is Account are available in the Input Filter field.
    • For information about Input Filter, see Input Filter.

  • Click Import.

    Info

    You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to User iconImage Removed> User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

    A message stating the data was imported appears. The accounts from the file appear in the table in the Accounts window.

    • Expand
    titleExporting Accounts
    Note
    • The accounts that are exported depend on the view that you have selected.
    • If the search box displays the name Select a predefined view, all accounts appear in the table.
    • If you want to export the accounts associated with a specific account view (filer), in the search box, select the required view.
    • If you want to export all accounts, in the search box, click the Clear Account View icon (Clear Ticket View iconImage Removed).

    Click the Settings icon (Settings iconImage Removed), and then click Export Accounts.
    A CSV file containing all accounts from the LVP based on the selected view is downloaded.

    Expand
    titleContacts

    To create a contact through ticketing:

    1. On the Contacts tab, click New.
      Alternatively, on the Contacts menu, you can click New Contact.
      The New Contact window appears.

    2. Specify values in the fields as required.

    3. Click Save.
      The contact is created, and the details of the contact appear on the Contacts tab.
    Info
    • You can create another contact by using the New button.
    • You can create an account, ticket, task, or note for the contact by using the Account, Ticket, Task, or Note option of the New menu.
    • You can associate the contact with an existing account or ticket by using the Account or Ticket option of the Link menu.
    • You can delete the contact by using the Delete option of the More menu.
    • To view the table of contacts, click the Close icon (Close iconImage Removed).
    • You can create or modify a contact filter by using the New Contact View icon (New Contact View iconImage Removed) or the Edit Contact View icon (Edit Contact View iconImage Removed) next to the search box on the Contacts tab. For more information, see the Contact Views section of the Administrative User Guide.
    View Account List
    1. Click Accounts > View Accounts List. 
      The list contains the Account details is listed. 
    Note

    If you want to see all the accounts, in the search box, click the Clear Ticket View icon (Image Added).



    Expand
    titleView Accounts Dashboard

    The account dashboard provides all statistics pertaining to accounts. To access the account dashboard, on the Monitor tab, on the Accounts subtab, click Account > Accounts Dashboard. 

    The following table describes the statistics that appear in the Accounts Dashboard window.

    Expand
    titleField Description


    Total AccountsTotal number of accounts.
    Accounts CreatedTotal number of accounts created.
    Accounts with Open TicketsTotal number of accounts containing open tickets.
    Accounts with Completed TicketsTotal number of accounts containing completed tickets.
    VolumeVolume chart of accounts (total and completed).
    Peak HoursPeak-hour chart of accounts.
    Peak DaysPeak-day chart of accounts.
    AgentsTop agents chart.
    Agent TeamsTop agent teams chart.
    AccountsTable listing accounts based on criteria specified.




    Expand
    titleImporting Accounts


    Note

    Before you begin, ensure the following:

    • Each account record in the file that you want to import contains a name for the account.
    • File size is not more than 15 MB.
    1. On the Accounts tab, click the Settings icon (Image Added), and then click Import Accounts.
      Alternatively, on the Accounts menu, you can click Import Accounts.
      The Import Accounts window appears.
    2. Specify values in the following fields:

      • File: Click Image Added, and then select the file containing the account data that you want to import.

      • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

        Info
        • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
        • Only the Input Filters whose target is Account are available in the Input Filter field.
        • For information about Input Filter, see Input Filter.


    3. Click Import.

      Info

      You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to Image Added> User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

      A message stating the data was imported appears. The accounts from the file imported will appear in the table in the Accounts window.


    Expand
    titleExporting Accounts
    1. Click the Settings icon (Image Added), and then click Export Accounts.
      Alternatively, on the Accounts menu, you can click Import Accounts.
    2. A CSV file containing all accounts from the LVP based on the selected view is downloaded.
    Note
    • The accounts that are exported depend on the view that you have selected.
    • If the search box displays the name Select a predefined view, all accounts appear in the table.
    • If you want to export the accounts associated with a specific account view (filer), in the search box, select the required view.
    • If you want to export all accounts, in the search box, click the Clear Account View icon (Image Added).




    Expand
    titleContacts


    Expand
    titleNew Contacts

    To create a contact through ticketing:

    1. On the Contacts tab, click New.
      Alternatively, on the Contacts menu, you can click New Contact.
      The New Contact window appears.

    2. Specify values in the fields as required.

    3. Click Save.
      The contact is created, and the details of the contact appear on the Contacts tab.
    Info
    • You can create another contact by using the New button.
    • You can create an account, ticket, task, or note for the contact by using the Account, Ticket, Task, or Note option of the New menu.
    • You can associate the contact with an existing account or ticket by using the Account or Ticket option of the Link menu.
    • You can delete the contact by using the Delete option of the More menu.
    • To view the table of contacts, click the Close icon (Image Added).
    • You can create or modify a contact filter by using the New Contact View icon (Image Added) or the Edit Contact View icon (Image Added) next to the search box on the Contacts tab. For more information, see the Contact Views section of the Administrative User Guide.



    Expand
    titleView Contact Lists

    To view the contacts list, click the Contacts menu and then View Contact Lists.

    All the contacts available will be listed.



    Expand
    titleTickets

    The Tickets subsection of the Ticketing section enables you to manage accounts, contacts, and tickets. The Tickets tab enables you to manage a ticket, you can create, modify, and view a ticket that is required to process a ticket. 

    Expand
    title
    Expand
    titleTickets
    Expand
    titleCreating a Ticket
    1. On the Tickets tab, click New.
      Alternatively, on the Tickets menu, you can click New Ticket.
      The New Ticket window appears.

    2. Specify values in the following fields as required.

      Info

      All the UI fields are custom fields available in the Accounts, Contact, and Ticket, you can add or remove fields from the UI.


      Expand
      titleFields


      FieldDescription
      Scope
      Subject

      Subject The subject of the ticket.

      Reported By Name of the person who reported the issue or task pertaining to the ticket.
      Account

      Account number associated with the ticket.

      Info

      If the existing accounts are not associated with the ticket, you can create an account. To do so:

      1. In the Account field, clickImage RemovedImage Added.
        The New Account window appears.
      2. Specify values in the fields, and then click Save.


      Contact

      Name of the contact associated with the ticket.

      Info

      If the existing contacts are not associated with the ticket, you can create a contact. To do so:

      1. In the Contact field, clickImage RemovedImage Added.
        The New Contact window appears.
      2. Specify values in the fields, and then click Save.


      Description
      DescriptionDescription of the ticket.
      General
      Label

      By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label.

      Info

      You can define labels for a ticket through the Settings tab of the Ticketing Config window. For more information, see the Ticket Settings section of the Administrative User Guide.


      Components

      Component for the ticket.

      Info

      You can define components for a ticket through the Settings tab of the Ticketing Config window. For more information, see the Ticket Settings section of the Administrative User Guide.


      Priority

      By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority.

      Info

      You can define priorities for a ticket through the Settings tab of the Ticketing Config window. For more information, see the Ticket Settings section of the Administrative User Guide.


      Ticket Type

      Type of ticket.

      Info
      • The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration set on the Screen tab of the Ticketing Config window.
      • You can define types for a ticket through the Settings tab of the Ticketing Config window. For more information, see the Ticket Settings section of the Administrative User Guide.


      Status

      By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status.

      Info

      You can define statuses for a ticket through the Settings tab of the Ticketing Config window. For more information, see the Ticket Settings section of the Administrative User Guide.


      Channel Communication channel from which the ticket was initiated (for example, email, call, SMS, or web).
      Agent If an agent creates a ticket, their name appears in this field.
      Agent Team

      If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field.

      Original Ticket Number Original number of the ticket.
      Original ID Original ID of the ticket.



    3. Click Save.
      The ticket is created, and the details of the ticket appear on the Tickets tab.
    Info
    • To see the details of each ticket, double-click on the ticket row. 
    • On the ticket details page:
      • You can create another ticket by using the New button.
      • You can create a contact, account, task, or comment for the ticket by using the Contact, Account, Task, or Comment option of the New menu.
      • You can associate the ticket with an existing contact or account by using the Contact or Account option of the Link menu.
      • You can delete the ticket by using the Delete option of the More menu.
      • To view the table of tickets, click the Close icon (Image Modified).
      • You can create or modify a ticket filter by using the New Ticket View icon (Image Modified) or the Edit Ticket View icon (Image Modified) next to the search box on the Tickets tab. For more information, see the Tickets section of the Administrative User Guide, see the Tickets section of the Administrative User Guide.


    Note

    When you create a ticket, the system generates an external URL to the ticket, which you can include in the auto email message. so that the external users can view a specific ticket without logging on to LVP by using a ticket link.



    Expand
    titleModifying a Ticket

    1. On the Tickets tab, double-click the row containing the ticket that you want to modify.

      Info
      • To view all tickets, in the search box, click the Clear Ticket View icon (Clear Ticket View iconImage RemovedImage Added).
      • If you cannot easily find the ticket in the table, click the Advanced Search icon (Image Modified), and then, in the search window, specify values in the fields as required, and then click Search. You can select multiple values in some of the search fields.

      The ticket window appears, displaying the main section. The main section displays the fields that are selected in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window for the same ticket type (that is, the value in the Type field of the ticket). In addition, the window displays the following tabs.

      Expand
      titleTabs


      TabDescription
      Detail Displays fields that are selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the same ticket type.
      Custom Fields

      Displays fields that are selected for the ticket entity in the Field window.

      Info

      For more information, see the Field Settings section of the Administrative User Guide.


      Interactions

      Displays a table with interactions associated with the ticket. 

      Note

      Before you can listen to an interaction on this tab, ensure that the Allow Playing Audio Recording checkbox is selected for the ticket page on the Desktops tab of the Designer window. For more information, see the Designer Guide. You can view this option in the Agent Desktop only.


      Info

      To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click Image Removed, and then, in the Call Detail window, click Image Added.


      LinksDisplays all the list of the web address and knowledge-based articles that are linked with the ticket.
      Attachments

      Displays attachments associated with the ticket.

      Info
      • You can add an attachment by using the Browse button.
      • You can download an attachment by clicking the attachment.
      • You can delete an attachment by using Image Modified next to the attachment.


      Comments

      Displays comments associated with the ticket.

      Info

      To add a comment:

      1. On the New menu, click the Comment option.
        The New Comment window appears.
      2. Specify your comment in the text box, format it as required, and then click Save. 
      3. Click View Public, if you want to make the comments viewable to the public.
        The comment is added, and it appears on the Comments tab, along with your name and time stamp.
      • You can modify a comment by using the Edit icon (Edit iconImage RemovedImage Added) next to the comment.
      • You can delete a comment by using the Delete icon (Image Modified) next to the comment.


      History

      Displays a table with all changes made to the ticket and who made them.



    2. Modify the values in the fields as required.

      Info
      • You can also modify the value in the Status field by using the Workflow menu.
      • To revert the changes, click Reset.


    3. Click Save.
      Your changes are saved.

    Info

    To view the table of tickets, click the Close icon (Image Modified).



    Expand
    Modifying Tickets in Bulk
    titleModifying Tickets in Bulk

    When you want to modify the tickets containing similar fields, you can use the bulk modify option. The custom fields are available when you modify multiple tickets together.

    To modify multiple tickets at once:

    1. On the Tickets tab, select the checkbox next to each ticket that you want to modify, and then click Edit.
      The Edit Tickets window appears.
    2. Modify the values in the fields as required, and then click Save.
      Your changes The tickets are savedupdated.


    Expand
    titleImporting Tickets


    Note

    Before you begin, ensure the following:

    • Each ticket record in the file that you want to import contains a subject for the ticket.
    • File size is not more than 15 MB.
    1. On the Tickets tab, click the Settings icon (Image Modified), and then click Import Tickets.
      Alternatively, on the Tickets menu, you can click Import Tickets.
      The Import Tickets window appears.
    2. Specify values in the following fields:

      • File: Click magnifying glass icon, and then select the file containing the ticket data that you want to import.

      • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

        Info
        • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
        • Only the Input Filters whose target is Ticketing are available in the Input Filter field.
        • For information about Input Filter, see Input Filter.


    3. Click Import.

      Info

      You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to Image Modified> User Tasks. In the window, the ticket import task is identified by the value TICKETING_IMPORT in the Operation column.

      A message stating the data was imported appears. The tickets from the file appear in the table on the Tickets tab.data was imported appears. The tickets from the file appear in the table on the Tickets tab.


    Exporting Tickets
    Expand
    titleExporting Tickets
    Expand
    title

    If you wish to share the ticketing information in a file format for verification, you can export tickets from the LiveVox Portal (LVP) to a CSV file. 

    To export the tickets:

    1. On the Configure tab, go to Ticketing > Tickets.
      The Tickets tab appears, displaying a table with tickets.


    1. Note
      • The tickets that are exported depend on the view that you have selected.
      • If the search box displays the name Select a predefined view, all tickets appear in the table.
      • If you want to export the tickets associated with a specific account view (filer), in the search box, select the required view.
      • If you want to export all tickets, in the search box, click the Clear Ticket View icon (
    Clear Ticket View iconImage Removed
      • Image Added).


    2. Click the Settings icon (Image Modified), and then click Export Tickets.
      Alternatively, on the Tickets menu, you can click Export Tickets.
      A CSV file containing the tickets from the LVP based on the selected view is downloaded.