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Live Chat Capability

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

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19 Comments
Level 7

Just started using Thwack today and I'm very surprised that it doesn't have that capability.

Level 10

Great idea!  Nice detail on the features, too.

Level 8

I agree. This would be extremely helpful and allow for tracking of communication.

There are 3 feature requests for this same thing.  I am voting for all of them.  We need this feature.

Level 12

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.

Level 7

This seems to be a pretty standard feature for most help desk software!

Level 8

I have been wanting a feature like this for so long for my Help Desk! This would be so valuable if this could be added into SW Helpdesk

Level 10

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.

Level 7

We use a different remote control system but would really like to have chat embedded in various intranet launch pages so people could have quick access to support. The expectation for immediate support has really diminished interest in submitting WHD tickets via email. People don't even want to bother calling anymore. Chat would be SO nice!

Level 7

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.