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Chat queue notification

We seem to have a lot of chat requests go unnoticed. Is there anyway you can set an audible notification so we can play this on a speaker within the Service Desk team?

Also, the blue chat notification button... is there a way we can make this flash as opposed to a static colour?

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Comments

mrichardson@haleyaldrich.com

Our staff really like the Chat option but it's difficult for us (IT) to manage in its current implementation. We don't notice the Blue indicator in a timely manner and have missed most chats since turning this on. Staff like the ability to ask quick questions but if they use it once and no one responds then they are likely to not use it again. A flashing Blue indicator would help, but a pop-up or perhaps a separate install would be preferred. But something that is hard to miss is ultimately what is needed for this to be a success. Love the product overall, thanks.

asummers

I don't know about anyone else, the chat option rarely opens when I click on it. I end up having to close my browser and clear cache to have it appear. Wondering if anyone else has this problem?

cdow2011

Agreed. We're looking at implementing chat, and noticing a chat message is already the biggest hurdle to overcome at this time. Some of our agents say that the icon doesn't even turn blue for them. The notifications options, doing a toaster pop up are a little better, but maybe an additional chat app would be good?

mrichardson@haleyaldrich.com

Just saw the announcement that the customer service chat feature is getting an update but no mention about the chat feature we can use with our own staff. Personally, the current chat for customer service is great. I don't see any need for improvements but looking for to seeing what is new. We use it exclusively when needing assistance or have a question. Tye and the team are awesome and respond within minutes. I got excited with I read chat was being updated but then sad once I realized it was for their chat product. Honestly, if the same chat features that customer support uses could be available for our needs, that would be ideal. Assuming notifications are more "in your face" and harder to miss. We really hope this gets addressed soon. With so many of our staff working remote still, we want to offer more ways for individuals to contact IT but the current implementation falls short and we had to disable it.

apestow

We are new to service desk and were looking forward to using this live chat feature! The blue indicator is not enough! While we may have the dashboard open we can not be expected to remain on that tab at all times waiting for the blue indicator to light up!

brandonbaxley

This is the very reason we are not using the chat support channel right now. We must have something that will attract the eye contact of incoming chat for the service agent or an audible alert that someone is waiting in the chat queue.