US based and International customers sometimes just need to ask a quick question. A chat feature would allow them to do that. Customers could click on a link on their home page to get immediate help via chat.
Susan, here are a couple of links, one to a poll, and the other to an idea, both similar to this one, that you submitted.
I am all for some sort of ThwackChat functionality, but there are some valid points, listed in the links below, that would have to be overcome.
I still voted for your idea!
-Will
I'm not looking to add a chat feature to the thwack community forum, I'm looking to add it to the web help desk product.
susan_nelson
So sorry about that. I must have misread the title...
I think your idea is great, and, actually, I would want the same thing within Orion Core, or at least NPM. It would surely make things easier to work on, being able to quickly chat with someone in regards to an alert/event/etc...
Again, apologies for the confusion, and you have a great idea.
I hope it gets more votes!
You could create FAQs and either link them to certain request types so the client sees them if that request type is chosen or set WHD to start all clients at the FAQs when they log in.
Thank you. We do use FAQ's currently.....but a chat feature would be in addition to.....
There are 3 feature requests for this same thing. I am voting for all of them. We need this feature.
I'm sorry, I looked, but didn't find them. Will you post links to the others. I'll vote for them too.
I'm for this idea, but nothing beats talking over the phone with the user. Chat is slow and allows for confusion, and can inadvertently generate frustration--especially when one side or the other is handling other conversations/chat sessions.
Until Chat is made available in this product, I recommend talking with the customer over the phone if possible. It allows that personal touch which can really make a client an advocate instead of a faceless number in a queue.
