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 Comment Children
  • I just added a request to provide a way I can add a widget (script) for a 3rd party hosted chat service we are using (www.purechat.com).  I can add a URL link to the WHD page, but it would be nice if I can add a widget script on the client pages for a chat pop-up window.  Even better if I can customize the script based on request type.  Then it would send the user to a different chat operator based on the request type.