Open for Voting
over 1 year ago

Live Chat Capability

Live Chat Capability

Integrate live chat capability that would allow clients who are logged in WHD to initiate a chat based on the request type for their issue. This would initiate a chat with whatever tech is logged into the Web Help Desk. A couple of things this would need in order to be useful:

• Allow chat support to be determined by request type and associated tech groups/lead techs who may be available for chat support.

• Allow techs to become unavailable to chat support (in case a tech group or a tech is not meant to do chat support).

• A way to track who is available for chat support in real time by administrators and/or group managers (perhaps via a widget in the dashboard).

• A way to track conversations with the client getting an e-mail of the conversation and a ticket being generated for record keeping in the system.

• Set a time frame for live chat to be available so that techs who log into WHD after business hours do not accidentally become available for chat support.

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=475&page=1#Item_0

Parents
  • This exists if you have Dameware.  You have to turn on the Dameware integration then a new button will appear next to the hardware that allows you to do remote desktop sessions and use the Dameware chat feature.  It will also pull the Dameware chat information into the ticket if you attach the asset to the ticket.

Comment
  • This exists if you have Dameware.  You have to turn on the Dameware integration then a new button will appear next to the hardware that allows you to do remote desktop sessions and use the Dameware chat feature.  It will also pull the Dameware chat information into the ticket if you attach the asset to the ticket.

Children
  • I think bpavlov​ is asking for the WHD Client interface to offer "chat support" in addition to and similar to email support that is based on request type and tech availability. This is a huge need in our world today where people often don't have time to make calls or wait on emails.