Help Desk Security

LiveAgent is a customer service software that allows your staff to handle all customer inquiries from one interface safely. The tickets are all in one Universal inbox, with tickets coming from Email, Live Chat, Social Media, Calls, and many more channels.

LiveAgent has thousands of customers and is growing every day. The Quality Unit, which is the company behind LiveAgent, always makes sure to protect its customers. Here are some help desk security features that protect our customers:

Help Desk Security Features

LiveAgent provides robust security features to protect your customer data and ensure safe operations:

• BAN IPs - Block disruptive visitors and prevent unauthorized access
• 2-step verification - Add an extra layer of security to prevent unwanted entry
• HTTPS Encryption - Protect all data transferred between your browser and LiveAgent
• Multiple Data Centers - Ensure data availability and redundancy across global locations
• GDPR Compliance - Meet EU data protection regulations and legal requirements

If you would like to learn more, read LiveAgent’s Security Privacy Policy.

Customer Service Security in LiveAgent

LiveAgent offers robust security customer service features that ensure the protection and confidentiality of all customer interactions. With role-based access control, administrators can assign specific roles and permissions to agents, ensuring that only authorized personnel can access sensitive tickets and information. This prevents unauthorized agents from editing or accidentally removing tickets they shouldn’t handle.

Additionally, creating departments allows you to further segment access, ensuring that only relevant teams can manage specific inquiries, improving both efficiency and security.

LiveAgent also integrates features like GDPR compliance, 2-factor authentication, and IP banning to strengthen security customer service. These features help protect customer data, accounts, and sensitive information. For example, 2-factor authentication adds an extra layer of security to prevent unauthorized access, and GDPR compliance ensures that all customer data is handled in line with legal requirements, offering peace of mind to businesses that rely on secure customer service operations.

Help Desk Security Overview

BAN IPs

IP (Internet protocol) address is a unique number that is associated with a specific computer or a network. LiveAgent offers a feature where your company/customer staff can ban certain IP addresses. Why would your customer agents want to ban a certain IP? Your customer staff can encounter certain customers/people that might be wasting your agents’ time by repeating inquiries, or that just have irrelevant/inappropriate inquiries. Make your customer representatives work efficiently and ban certain IPs in LiveAgent.

If you would like to learn more, read LiveAgent – Ban IPs.

2-Step Verification

LiveAgent wants to provide our customers with the best possible safety when it comes to entering their LiveAgent account. 2-step verification is an optional way to prevent any unwanted entry. So, how does it work? Whenever you or your customer agents log in, there will be a 2-step verification process. Basically, you will enter a generated code from your smartphone. This ensures a secure login. You will use a Google Authenticator app to generate this 6-digit code. Enable the 2-step verification and make sure your LiveAgent account is safe!

If you would like to learn more, read LiveAgent – 2-step verification.

HTTPS Encryption

HTTPS is Hypertext Transfer Protocol Secure which is an extension of HTTP. LiveAgent provides HTTPS Encryption which helps you protect any communication/data transferred between your browser and LiveAgent. Therefore, even if someone managed to get into your account, they are not able to encrypt that information, because of the high level of help desk security.

If you would like to learn more, read LiveAgent – HTTPS Encryption.

Multiple Data Centers

‘The Data Center is a building containing many powerful computers and the systems needed to keep them running so that large amounts of data (=computer information) can be dealt with effectively and without interruption.’ – Cambridge Dictionary

Since we value our customers’ feedback, we try to accommodate customers’ preferences. Therefore, we have multiple data centers, so we can install LiveAgent accounts to the server points that are best for the customers’ location.

If you would like to find out all LiveAgent data centers, read LiveAgent – Multiple Data Centers.

GDPR

GDPR (General Data Protection Regulation) is an EU law regulation for data privacy and protection. In addition, it also includes restrictions regarding any personal data transferred outside of the EU/EEA areas. LiveAgent complies with this law as of May 2018.

If you would like to learn more about LiveAgent’s GDPR pre-measurements, security, FAQs, read LiveAgent – GDPR.