How to Setup the Live Support Tickets Add-On

You can extend your LifeBots bot’s capabilities with the growing library of LifeBots specialized add-ons.

LifeBots add-ons can be purchased in the LifeBots Add-On Store at https://lifebots.cloud/store.

This article walks through setting up the Live Support Tickets add-on, which gives your Second Life business a proper help desk. Customers raise tickets by IMing your bot, dropping a notecard on it, or using a web portal, and your agents work those tickets from an agent portal instead of losing them in a pile of IMs.

Getting Started

• Purchase the Live Support Tickets Add-On at https://lifebots.cloud/store/addon/live-support-tickets
• Attach the add-on to one of your LifeBots bots.
  • Note: Purchase an additional Live Support Tickets Add-On for each bot you wish to configure.

Step 1: Create Your Support Business

• Visit your LifeBots Dashboard at https://lifebots.cloud/dashboard
• Click Live Support in the ADDONS section of the Dashboard left panel
• Click Set Up Live Support, prompted by “Create a support business for this bot to get started.”

If you see No Live Support Bots, the add-on has not been attached to a bot yet.

Everything else hangs off the support business, so create it first. The settings are then organised into seven tabs: General, Agents, Auto-Responses, Business Hours, Canned Responses, Customer Portal and Discord.

Step 2: General Settings

Field	What to Enter
Enable Live Support	The master switch. Turn it on when you are ready to take tickets.
Business Name	Shown to your customers, for example “My Store Support”.
Description	A brief description of your support service.
Support Subdomain	A URL-friendly identifier that becomes your customer portal address.
Ticket Prefix	The prefix on ticket numbers. With LS, tickets are numbered LS-0001, LS-0002 and so on.
Logo URL	An optional logo for your customer portal.

Your portal lives at your-subdomain.mysl.support/customer. The field shows the address as you type it, and Copy link puts it on your clipboard.

[IMPORTANT:] Choose the subdomain carefully and early. It is the address customers bookmark and that you print on vendors and notecards, so changing it later breaks every link you have handed out.

Step 3: Choose Your Submission Channels

Under Submission Channels, decide how customers reach you:

Channel	How It Works
Bot IM (Second Life)	Customers IM your bot in-world and a ticket is raised automatically. The most natural route for Second Life customers.
Notecard Drop	Customers hand the bot a notecard and its contents become a ticket. Good for long, detailed reports.
Web Portal	Customers raise and track tickets from a browser.

Enable any combination. Most stores start with Bot IM and add the Web Portal once they have more than a couple of agents.

[NOTE:] With every channel switched off, nothing can create a ticket. If tickets are not appearing, check here first.

Step 4: Set Your Business Hours

On Business Hours, switch on Enable Business Hours, then for each day of the week set whether you are open and the Open Time and Close Time, in the timezone you choose.

Set an Outside Hours Message for customers who contact you while closed. Tickets are still created, so nothing is lost; the customer simply knows when to expect a reply.

[NOTE:] Business hours are optional. Leave them disabled to behave the same way around the clock.

Step 5: Write Your Auto-Responses

On Auto-Responses, three messages do most of the work of setting expectations:

Message	When It Is Sent
Welcome message	When a customer first contacts support
Ticket confirmation	When a ticket is created
Outside hours message	When a customer contacts you outside business hours

Keep the ticket confirmation specific. Giving someone their ticket number and a rough response time prevents most “did you get my message?” follow-ups.

Step 6: Add Your Agents

On Agents you add the people who answer tickets. With none added you see No agents configured yet.

Field	What to Enter
Second Life Username	Their avatar name. Validated against Second Life to confirm the avatar exists.
Display Name	The name shown to customers during support chats.
Discord Username	Optional. Used to verify who accepts tickets in Discord.
Role	Agent or Supervisor.

[NOTE:] The Second Life username is checked against the grid as you add it, so a typo is caught immediately rather than producing an agent who can never be assigned anything.

Existing agents can be edited or removed. An agent can work for more than one business, with different settings in each, and has a limit on how many tickets they hold at once, defaulting to 5.

Step 7: Set Up Canned Responses

On Canned Responses, save the replies your agents send repeatedly: refund policy, redelivery instructions, opening hours. With none saved you see No canned responses yet.

Each response has a Title, its Response Content, an optional Category, and a Shortcut (optional). Agents then type /shortcut to insert it instantly.

Tick Available to all businesses to share a response across every support business you run, rather than just this one. Shared ones are marked Global.

[NOTE:] This is the single biggest lever on response time. Set up your six or seven most common replies before you go live.

Step 8: Connect Discord (Optional)

On Discord you can push new tickets into a channel your team already watches. Choose the Discord Account, the Discord Server, the Category that ticket threads are created under, and the Channel new tickets are posted to.

When it is working the tab confirms Discord is connected and configured.

What You See	What It Means
No Discord accounts connected yet	Connect a Discord account first. See How to Manage Discord Integration.
Bot not in server	The LifeBots Discord bot has not been invited to that server.

Working Tickets

Agents work from the Live Support Agent Portal, which shows Open Tickets, Agents Online and Avg Response Time at the top.

The Ticket Queue lists tickets by Ticket Number, Customer, Channel, Assigned Agent, Status and Created date. Selecting one opens Ticket Details; until then the panel reads Ticket details will appear here.

Tickets move through Queued, Active, On hold, Closed and Archived, carry a priority of low, normal or high, and can be transferred between agents. They can also be tagged.

Analytics

The analytics view reports over a Date Range you choose with a Start Date and End Date:

• Total Tickets, Open, Resolved, Closed
• Avg Response and Avg Resolution times
• Agent Performance: per agent, Tickets Handled, Avg Resp., First Response and Satisfaction
• Channel Breakdown: which of Bot IM, Notecard and Web Portal customers actually use
• Daily Breakdown: volume over time

Empty periods show No data for the selected period or No agent data for the selected period.

[NOTE:] The Channel Breakdown is worth checking after a few weeks. If nobody uses the web portal, the effort belongs in your bot IM auto-responses instead.

Blocking a Customer

If someone abuses the help desk they can be blocked, with a Reason (optional) recorded alongside who blocked them and when.

Troubleshooting

Problem	What to Check
No tickets being created	Is Enable Live Support on? Is at least one submission channel enabled? Is the bot online?
IMs to the bot do nothing	Bot IM (Second Life) is not enabled as a submission channel.
Customer portal will not load	Check the Support Subdomain is set and the address ends in /customer.
Agent will not save	The Second Life username failed validation. Check the spelling and include the last name.
Tickets not reaching agents	Agents may be unavailable, or already at their concurrent ticket limit.
Customers get the closed message at the wrong time	Check the timezone on the Business Hours tab.
Notecard drops ignored	Notecard Drop is not enabled, or the notecard was not given directly to the bot avatar.
Nothing appearing in Discord	Check a Discord account is connected, the bot is in the server, and a channel is selected.
Bot not in server	Invite the LifeBots Discord bot to that server.
Canned response shortcut does nothing	Type it as /shortcut. Confirm the shortcut was saved on the response.
Analytics look empty	Widen the Date Range. Metrics only cover the selected period.