The most recent content from our members.
We are concerned that requesters that use the chat feature may get ignored. Our tech team is taking turns to make themselves available for chat but we'd like to have some kind of visibility to see who is currently available in real time as it's easy to forget to change the pill bar to make yourself available or not.
Often times you will engage with a user attempting to help them through an issue and you reach a point where you need to escalate the ticket to someone with a different or higher skill set. It would be beneficial to allow the ability to transfer a session to another agent for this. Another related feature might be to allow…
chat bot functionality with teams creating a ticket in solar Winds Service desk, have the current chat feature also offer a chat bot that can access the solutions and allow the customer to open a ticket if they are unable to find a soltuion
Currently the chat feature for SWSD is only on the portal website as it currently sits. It would be a great feature to be able to contact our users/requesters as we are out and about fixing issues while not at our desk. It would allow for much easier response time to a ticket when you are in that location rather than…
Microsoft has massively accelerated development of its Teams platform over the last couple of years and many organisations now use it as a major element of their day to day workflow, communications and collaboration. For our part, we have a Team whereby users can request help from the IT support team. It also acts as…
Currently, Pingdom supports webhooks for alerting, however, they do not work with Google Chat. Can we have it work with Google Chat? Thanks
It would be great if the Chat option in Service Desk would have chat bot capabilities. This way if an end user started typing their issue/request, it would use Smart Suggest to help provide them with a solution we have in our knowledge base. If this doesn't resolve their issue, then it gives the option to create a new…
Add either a native application chat option or an integration piece to teams/slack etc.
Create a widget or way to embed SWSD Chat on intranets or websites, such as SharePoint - this would give us the ability to put service right where employees go everyday, our Intranet. It would streamline and create a better customer experience.
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.
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