> For the complete documentation index, see [llms.txt](https://docs.stackai.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.stackai.com/integrations/catalog/liveagent.md). # LiveAgent LiveAgent is a customer support platform for tickets, chats, contacts, agents, and service operations. ### Connectors Choose the connector that matches your authentication method. The options below use the names shown in StackAI. | Connector | Authentication | | --------- | -------------- | | LiveAgent | Credentials | #### LiveAgent Connect to LiveAgent using an API key from your admin panel. **Set up in LiveAgent** 1. Sign in to your LiveAgent admin panel. 2. Go to Configuration > System > API and open the API V3 section. 3. Add a new API key, set the permissions it should have, and generate it. 4. Copy the generated API key. **Set up in StackAI** 1. Open **Settings → Connections**, add a connection, and select **LiveAgent**. 2. Enter the credentials and connection details in the fields below. 3. Save the connection and check its connection status. Select this saved connection when configuring an action or feature that uses it. **Connection fields** | StackAI field | Required | What to enter | | ------------- | -------- | ------------------------------------------------------------------------------------------------------------------------- | | Account Name | Yes | Your LiveAgent account name. This is the subdomain in https\://\.ladesk.com. | | API Key | Yes | API key generated from your LiveAgent admin panel. [Provider instructions](https://support.liveagent.com/741982-API-key). | **Provider documentation:** [Setup reference](https://support.liveagent.com/741982-API-key). #### Verify the connection Check that the connection is healthy. Then run a read operation against a resource the connected account can access. A successful connection check confirms authentication; it does not guarantee permission for every action. If access is denied, check the credential or OAuth permissions, the selected account or environment, and access to the specific resource. Update expired credentials or reconnect after permissions change. ### Use an action 1. Add the required **LiveAgent** action to the workflow. 2. Select a connection when the action requests one. 3. Complete the required fields. Use the reference picker when a value comes from another workflow step. 4. Run the workflow and inspect the action’s output. Check the result before using it in a later step. ### Actions #### Create Ticket Open a new support ticket in LiveAgent for a customer. **Inputs** | Field | Type | Required | Description | | --------------------- | --------------- | -------- | -------------------------------------------------------------------------------------------- | | Subject | string | Yes | Title of the ticket. | | Message | textarea | Yes | The first message / body of the ticket. | | Customer Email | string | Yes | Email address of the customer the ticket is for. | | Department | select (string) | Yes | Department that should own the ticket. Options load from the selected connection. | | Author Identity | string | Yes | Identity of who is creating the ticket (an agent email, or the customer's email/contact id). | | Initial Status | select (string) | No | Initial ticket status. Defaults to New. Available values: New, Open, Resolved. Default: N. | | HTML Message | boolean | No | Treat the message body as HTML. | | Do Not Email Customer | boolean | No | Create the ticket without emailing the customer. | | CC Emails | string | No | Comma-separated CC email addresses. | **Outputs** | Field | Type | Description | | --------------- | ------ | ---------------------------------- | | Ticket ID | string | ID of the created ticket. | | Subject | string | Subject of the created ticket. | | Status Code | string | Status code of the created ticket. | | Status | string | Human-readable status. | | Ticket Code | string | Short human-facing ticket code. | | Created At | string | When the ticket was created. | | Public URL Code | string | Public access code for the ticket. | | Result Message | string | Human-readable result summary. | #### List Tickets Retrieve support tickets, with filtering and sorting, to triage or summarize the queue. **Inputs** | Field | Type | Required | Description | | -------------- | --------------- | -------- | ----------------------------------------------------------------------------------------------------------------------------- | | Search | string | No | Full-text search over ticket subject, body, and owner details. | | Status | select (string) | No | Only return tickets in this status. Available values: New, Open, Answered, Resolved, Postponed, Spam, Deleted. | | Sort By | select (string) | No | Field to sort by. Defaults to Date Created. Available values: Date Created, Date Changed, Importance. Default: date\_created. | | Sort Direction | select (string) | No | Sort direction. Defaults to Descending (newest first). Available values: Ascending, Descending. Default: DESC. | | Created After | datetime | No | Only tickets created at or after this time. | | Page | integer | No | 1-based page number. Default: 1. | | Per Page | integer | No | Tickets per page (max 100). Default: 20. | **Outputs** | Field | Type | Description | | -------------- | ------------- | ----------------------------------------- | | Tickets | object\_array | Tickets on the requested page. | | Count | integer | Number of tickets returned on this page. | | Has More | boolean | Whether another page is likely available. | | Next Page | integer | Next page number to request. | | Result Message | string | Human-readable result summary. | #### Update Ticket Change a ticket's status, subject, assigned agent, or department during triage. **Inputs** | Field | Type | Required | Description | | -------------- | --------------- | -------- | ---------------------------------------------------------------------------------------------------------------------------- | | Ticket ID | string | Yes | ID of the ticket to update. | | Status | select (string) | No | New ticket status. Leave unset to keep unchanged. Available values: New, Open, Answered, Resolved, Postponed, Spam, Deleted. | | Subject | string | No | New subject. Leave unset to keep unchanged. | | Assigned Agent | select (string) | No | Agent to assign the ticket to. Options load from the selected connection. | | Department | select (string) | No | Department to move the ticket to. Options load from the selected connection. | **Outputs** | Field | Type | Description | | -------------- | ------ | --------------------------------------- | | Ticket ID | string | ID of the updated ticket. | | Status Code | string | Status code after the update. | | Status | string | Human-readable status after the update. | | Subject | string | Subject after the update. | | Result Message | string | Human-readable result summary. | #### Get Ticket Fetch a single ticket's full detail by id. **Inputs** | Field | Type | Required | Description | | --------- | ------ | -------- | -------------------------- | | Ticket ID | string | Yes | ID of the ticket to fetch. | **Outputs** | Field | Type | Description | | --------------- | ------ | ------------------------------------- | | Ticket ID | string | Ticket id. | | Subject | string | Ticket subject. | | Status Code | string | Status code. | | Status | string | Human-readable status. | | Customer Email | string | Email of the ticket owner (customer). | | Customer Name | string | Name of the ticket owner. | | Assigned Agent | string | Assigned agent id. | | Department | string | Department id. | | Channel | string | Channel the ticket came from. | | Created At | string | Creation time. | | Last Changed | string | Last change time. | | Public URL Code | string | Public access code. | | Result Message | string | Human-readable result summary. | #### Get Ticket Conversation Read the full message thread on a ticket so an AI agent can summarize or answer it. **Inputs** | Field | Type | Required | Description | | ----------------------- | ------- | -------- | ------------------------------------------------------- | | Ticket ID | string | Yes | ID of the ticket whose messages to read. | | Include Quoted Text | boolean | No | Include quoted context in messages. Default: false. | | Page | integer | No | 1-based page number of message groups. Default: 1. | | Message Groups Per Page | integer | No | How many message groups to fetch per page. Default: 50. | **Outputs** | Field | Type | Description | | -------------- | ------------- | ----------------------------------------------------------- | | Messages | object\_array | Chronological messages in the ticket. | | Count | integer | Number of messages returned. | | Has More | boolean | Whether another page of message groups is likely available. | | Next Page | integer | Next page number to request. | | Result Message | string | Human-readable result summary. | #### Search Predefined Answers Find reusable predefined answers to ground an AI-suggested reply. **Inputs** | Field | Type | Required | Description | | -------- | ------- | -------- | ------------------------------------------------------- | | Search | string | No | Text to match against predefined answer names (titles). | | Page | integer | No | 1-based page number. Default: 1. | | Per Page | integer | No | Results per page (max 100). Default: 20. | **Outputs** | Field | Type | Description | | ------------------ | ------------- | ----------------------------------------- | | Predefined Answers | object\_array | Matching predefined answers. | | Count | integer | Number of answers returned on this page. | | Has More | boolean | Whether another page is likely available. | | Next Page | integer | Next page number to request. | | Result Message | string | Human-readable result summary. | ### Important behavior Actions that create, update, send, or delete data can change the connected service. Review their inputs before running them. A retry can repeat an operation; consider this when configuring retries for actions that change data. The catalog lists the fields and capabilities available in the supplied provider definition. Availability can also depend on your deployment and organization’s Feature Access settings. --- # Agent Instructions This documentation is published with GitBook. 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