Live Chat Offline messages as Tickets

[tbenoit]

While I understand I can set all LiveSupport messages to be forwarded to a single email address, I think it would be best if all messages left were simply entered as tickets in the respective departments. We have a few departments. Sending all LiveSupport messages to a single email address doesn't organize the messages properly.

[tbenoit]

I should have checked bugs.kayako.net first. I apologize. Task #911 (interesting number) was opened last year for this.

[Varun Shoor]

Right now you can forward the messages directly to an email in this case your mail queue address and it will get created as a ticket.

Regards,

Varun Shoor

[tbenoit]

Originally Posted by Varun Shoor

Right now you can forward the messages directly to an email in this case your mail queue address and it will get created as a ticket.

Regards,

Varun Shoor

Yes (I did mention this in my original post), but it kills the organization. Also, to ensure we don't miss a Support message, the email address would have to be sent to our Support email address, which does page out our support.

Paging support for a Sales/Billing question at 2:00am isn't the proper thing to do. I'd rather be sleeping, myself

[mblendinger]

About LiveResponse - Offline Messages

The Staff can't see the Department info of the offline messages. The info must be there, because when the user try to chat and no one operator is online, they choose the department and let a offline message, but in the Staff side, the department is not there in the Message Details.

Example:

Message Details

Full Name: *****************
Email: *****************
Created On 03 May 2007 02:55 PM
Subject: *****************
Contents: ************************************************** *

but there is not a "Department" field, so, wich department he try to contact?
sorry but we have 32 departments and this is a BIG problem for us.

[allmoney.ws]

If Department is offline and user sent message to offline department using Chat form - I would like to have option to set these messages as Tickets.

Please, add this feature in new version of your program: that I can set in Admin CP offline messages as Ticket, not using so heavy way as email query =)

Now I can see these Offline messages from Staff CP (Staff CP > Messages > New Messages) - It is not convenient to go there every employee every time.

[Jamie Edwards]

Threads merged

[Jamie Edwards]

Will implement in Version 4.