Live chat -> "Leave a message" can create a ticket

aartech · **Live chat -> "Leave a message" can create a ticket -** 06-07-2007, 01:23 PM

When someone tries to chat and the department is offline, I'd like the message left to automatically create a ticket to the correct department so it can be followed up on and tracked efficiently.

Kayako has a great ticket system and it can convert emails to multiple addresses in to tickets to the correct departments. To me it just seems logical that offline messages would automatically be tickets to the correct department rather than having just an option to forward to single email address the way it is now.

Thanks!

craigbrass · 06-07-2007, 01:26 PM

I think this has been suggested before but I totally agree.

Siora · 30-09-2007, 12:07 PM

I also totally agree...there needs to be better tracking of messages sent via live support.

craigbrass · 30-09-2007, 12:31 PM

Just realised that this is actually already inside "Will Implement" which is cool.

Siora · 30-09-2007, 01:33 PM

Ahhh...good point. Oh well, still good to show support for a feature.

supportskins · 30-09-2007, 05:23 PM

I agree, this should be added!

**Jamie Edwards** · 30-09-2007, 09:13 PM

As the forum name, it has already been decided it will be added

supportskins · 01-10-2007, 12:37 PM

Yeah Craig did point it out although additional support for the feature will do no harm

AndyHCPS · 09-10-2007, 10:43 PM

Is there any reason this cannot be implemented for version 3? I often get offline messages and don't realise they are there! If a ticket was created, that would be a huge help.

Siora · 09-10-2007, 11:14 PM

Quote:

Originally Posted by AndyHCPS

Is there any reason this cannot be implemented for version 3? I often get offline messages and don't realise they are there! If a ticket was created, that would be a huge help.

You can actually have the email forwarded to an address of your choice via the admin CP. By doing this you can send the message to your mail parser to auto create the ticket or email it to yourself or a staff member to keep track of. This should resolve your problem in the short term.

craigbrass · 10-10-2007, 09:55 AM

Quote:

s there any reason this cannot be implemented for version 3?

I agree to be honest. It needs to implemented ASAP in V3.

AndyHCPS · 10-10-2007, 04:47 PM

Quote:

Originally Posted by Siora

You can actually have the email forwarded to an address of your choice via the admin CP. By doing this you can send the message to your mail parser to auto create the ticket or email it to yourself or a staff member to keep track of. This should resolve your problem in the short term.

Unfortunately I don't have e-mail parsing setup as it isn't needed in our scenario, and I am sure it is the same for some others too.

Good to know for those who do have it set up though

Siora · 10-10-2007, 10:56 PM

Quote:

Originally Posted by AndyHCPS

Unfortunately I don't have e-mail parsing setup as it isn't needed in our scenario, and I am sure it is the same for some others too.

Good to know for those who do have it set up though

Yeah but you don't necessarily need the mail parser to be notified of a live support message. Just set it up so that messages are forwarded to your support staff email so that you can be notified.

AndyHCPS · 11-10-2007, 03:31 PM

Quote:

Originally Posted by Siora

Yeah but you don't necessarily need the mail parser to be notified of a live support message. Just set it up so that messages are forwarded to your support staff email so that you can be notified.

Thanks for that info, unfortunately e-mail isn't setup on our server so I cannot forward

Carl Silver · 14-12-2007, 09:49 AM

is this not already available in v3 ?

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craigbrass Offline Senior Member Posts: 5,576 Join Date: Jun 2005 Location: Cumbria, UK	06-07-2007, 01:26 PM I think this has been suggested before but I totally agree. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,308 Join Date: Apr 2007 Location: Toronto Canada	30-09-2007, 12:07 PM I also totally agree...there needs to be better tracking of messages sent via live support. Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,576 Join Date: Jun 2005 Location: Cumbria, UK	30-09-2007, 12:31 PM Just realised that this is actually already inside "Will Implement" which is cool. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,308 Join Date: Apr 2007 Location: Toronto Canada	30-09-2007, 01:33 PM Ahhh...good point. Oh well, still good to show support for a feature. Siora Solutions Inc. www.sioraIT.com

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	30-09-2007, 05:23 PM I agree, this should be added! Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	01-10-2007, 12:37 PM Yeah Craig did point it out although additional support for the feature will do no harm Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

AndyHCPS Offline Member Posts: 30 Join Date: Jul 2007	09-10-2007, 10:43 PM Is there any reason this cannot be implemented for version 3? I often get offline messages and don't realise they are there! If a ticket was created, that would be a huge help.

Carl Silver Offline Member Posts: 69 Join Date: May 2007 Location: UK	14-12-2007, 09:49 AM is this not already available in v3 ? Carl Silver ---------------------- Leapfrog Computers LTD http://www.leapfrogcomputers.co.uk Kayako Modification and Design \| Website Design and Development \| Hosting and Domain Registration