What is the To Solve Button?
The To Solve Button is a special LiveAgent function that notifies agents about high-priority tickets that need to be resolved. The tickets that show up in the To Solve Button have been unanswered for a long time or are tied to SLAs (service level agreements). At its core, the To Solve Button ensures no tickets are forgotten and no SLAs are missed.
Why is the To Solve Button beneficial?
The To Solve Button takes on the role of a task manager that calls attention to tickets that have been unanswered for a long time or are tied to SLAs. Businesses that use this functionality can benefit from:
- Increased customer satisfaction
- Fulfilled SLAs
- Better time management
- Improved efficiency
- Faster resolution times
- Higher customer lifetime value
How can you use the To Solve Button?
If you use LiveAgent’s customer service ticketing system (and have the right permissions), you can set up the To Solve Button according to your liking. For example, you can specify what you want to be notified about, including:
- High priority tickets with an “Open” status
- High priority tickets with a “New” status
- High priority tickets from specific departments
- Any ticket that is specifically assigned to you
If you have the To Solve Button function turned on, the button (located next to your profile picture) will automatically notify you about the number of unanswered tickets that require your attention.
In addition to that, with an admin role, you can configure your To Solve button to showcase unanswered tickets in order of importance (ticket priority, time received, SLAs.)

Using the button
Once you click on the To Solve Button, the system will open up the ticket that has the highest priority. If you close the ticket without resolving it and click on the button again, the system will open up the same ticket again.
This mechanism is in place to ensure that the resolution of high-priority tickets isn’t delayed by agents skipping/cherry-picking tickets. However, if you don’t know how to answer a To Solve ticket, you can simply reassign it to a different department or agent.

How does the To Solve algorithm work?
The To Solve algorithm defines the order of tickets in the To Solve queue. The algorithm:
- Prioritizes tickets by time in queue (when the ticket was received)
- Prioritizes tickets according to SLA agreements
- Prioritizes the last agent (The To Solve button will prioritize routing high priority tickets to the agents that handled them last)
Manage SLAs with ease
Stay on top of all messages from your VIP clients with our “To-Solve Button” feature. Try it today. No credit card required.
Setting up the To Solve Button
Choosing the ticket distribution method
- Log in to LiveAgent.
- Click on Configuration.
- Click on System.
- Click on General.
- Scroll down to the To solve algorithm section.
- Select Time priority or Prioritize last agent.

If you choose “Time priority”, tickets will be distributed amongst agents randomly. The oldest unanswered ticket will have the highest priority. If you have some SLA rules set up, these will be taken into account as well.
If you choose “Prioritize last agent” the system will route tickets to the agents that handled them last. Turning this setting on won’t change the order in the ticket queue.
Adding tickets that are assigned to you to the To Solve Button
- Log in to LiveAgent.
- Click on Configuration.
- Click on System.
- Click on General.
- Scroll down to the Route “assigned to me” tickets section.
- Check the checkbox.
- Click Save.
- Reload the application.

Limiting agents to answer tickets from the “To solve” button only
Please note, this setting works for agents only, not administrators.
- Log in to LiveAgent.
- Click on Configuration.
- Click on Agents
- Select a specific agent and click on Edit
- Click on Departments
- Check the second checkbox, Can answer tickets opened from ‘To solve’ button only.
- Click Save.

Choosing which departments you want to receive tickets from
- Log in to LiveAgent.
- Click on the To Solve Button
- Select the departments you want to answer tickets from.
- Click Save.

How can the To Solve Button elevate your business?
Fulfilled SLAs lead to increased customer satisfaction and higher customer lifetime value
If you have SLAs in place, there’s a certain level of expectation. Your customers are paying extra for a better service experience, and thus don’t expect to be let down. If you consistently uphold your end of the agreement and meet your SLA deadlines, your customers will be satisfied.
In turn, this will make your customers more loyal to your brand, resulting in years of good relations and a higher customer lifetime value. As such, you should always strive to meet your SLA deadlines, and even exceed your customer’s expectations. Provide service as fast as possible, be knowledgeable, and provide a personalized, unforgettable experience.
The best way to do this is to have a task manager like the To Solve Button in place. It will ensure all deadlines are met in addition to taking off stress from your agents’ shoulders.
Better time management and improved efficiency
Because the To Solve Button prioritizes tickets that need to be solved, your agents won’t have to analyze each ticket’s priority themselves. They can simply click on a button and get to work, which will save them tons of time, and increase their productivity.
In addition to that, the feature can save you money. The less time your agents need for administrative work, the more time they have for resolving pending tickets.
Knowledge base resources
- Learn more about the To Solve Button
- Setting up Departments
- Setting up SLAs and SLA levels
- SLA compliance reports

Ready to tackle high-priority tickets?
Stay on top of all messages from your VIP clients with our To Solve Button feature. Try it today. No credit card is required. Start your free 14-day trial.
Boost your customer support efficiency today!
Frequently asked questions
What is the To Solve Button?
The To Solve Button is a special LiveAgent function that notifies agents about high-priority tickets that need to be resolved.
How does the To Solve Button work?
The To Solve algorithm defines the order of tickets in the To Solve queue according to the time in the queue and existing service level agreements (SLAs).
Why is the To Solve Button beneficial?
The To Solve Button takes on the role of a task manager that calls attention to tickets that have been unanswered for a long time or are tied to SLAs. At its core, the To Solve Button ensures no tickets are forgotten and no SLAs are missed.
Searching for an alternative to HelpSpot?
The LiveAgent solution is praised by various businesses for its cost-effectiveness in handling support requests through different channels such as emails and chat. It has improved response times, customer satisfaction, and conversion rates. The CEO of the company recommends it, and a free trial is available for interested businesses of all sizes.
Call buttons are click-to-call buttons that enable website visitors to call your business automatically. Adding call buttons to your website is an excellent way to reduce customer effort, increase customer satisfaction and improve their experience with your business. LiveAgent's call center software provides pre-made call buttons with different alignment options or you can create a custom button using your own HTML code. The call button works by establishing a PC to PC or mobile to PC call, and the support agents answer the call directly inside LiveAgent. Creating and deploying a call button is easy with LiveAgent, with customizations available for button animation, colors, positioning, text, mobile appearance, and hover appearance.
Spiceworks offers a free IT ticketing system that is easy to use and has a clean, functional interface. It includes standard help desk features and can also assist with device management, software inventory, and contracts. While lacking some advanced features, Spiceworks is a complete ticketing solution with no hidden charges. It also offers reports and knowledge base articles without limitations. Overall, it is a great option for IT departments and businesses looking for a free alternative to paid solutions.
Help desk notes are private notes that are only visible to help desk agents and are used to convey additional information about a ticket or customer. LiveAgent offers four different types of private notes and allows users to add them to tickets, contacts, or companies. Inline ticket notes are great for taking notes while communicating with customers and can serve as reminders for the next steps. Ticket notes can be used to write down specific details that need to be accessed while solving a ticket. Private contact and company notes are useful for disclosing additional information about customers and organizations. These notes are important as they can speed up ticket hand-offs between agents from different departments and also serve as reminders and to-do lists. LiveAgent's notes feature is extremely useful in the work of the customer service team.