Custom fields for Tickets - Livechat or both mod.

[jc11]

Hi all, this is JC at Soft Air.

Digital Mayham, a supermoderator at the kayako forums and a very active forum member has submitted on a recent thread the following requirement for a Support Suite - eSupport modification:


"...I would just like to be able to go to Admin CP > Custom Fields > and have a custom field applicable too Ticket or Livechat or Both and then if its Livechat when they go and click on the livechat button they choose department and enter their Name/Email Address, Custom Field Details, Question..... Then a Rep can see those before he even accepts the chat... Cause as it is right now we have 7+ Divisions: XeHost, XeGaming, XeDomains, XeServers, XeSecurity, XeLicenses. So as it is right now John Doe may go request LiveHelp and is a XeHost Customer but he may get a Staff Member who is with the XeLicenses Devision so then the Rep has to then Transfer him which is such a problem and inconvenience to the client.

So as it is with the Ticket part we have a custom field where they choose which division... So would like to have that for the LiveChat too..."

Thanks for your request Steve, our engineering department is now evaluating this modification, we kindly ask all kayako users that read this thread to allow us to receive your feedback so we can come up with a very elaborated mod.

We will keep you posted and thanks again for your feedback.

[Daniel Osorio]

Hi all, this is Daniel from the engineering dpt. here at Soft Air,

I have started to look at this requirement in detail and I anticipate to be able to come up with a definite answer for this modification within the next 48 hours, here at Soft Air we we are fascinated by technology and Support Suite coupled with our mods is a good example of this, we will keep you posted.

[Digital Mayhem]

anything eve come of this?

[caitlyntw]

guess not. what about the survey mod that they were working on a while back?