Live Chat - Restricting depts by usergroup

[CPWNJE]

Hi Guys.

I'm hoping someone can help as this id driving me crazy.

Basically I have a number of internal departments that have access to specific teams via live chat but at the moment we have all departments listed in the live chat window when someone requests a new chat which means chat requests are going to the wrong team.

What we want to do (and this is where I need help or advice) is set up users with a login for Kayajo which gives them access t o only one department in the Live Chat menu when they are signed in.

We've got templates set up for the user group and we're fine sorting out content restrictions, we just can't get live chat to work. We tried deleting the dropdown code and just put the department live chat code in but this didn't work.

Any ideas?

[supportskins]

What you can do is set up 1 department which is accessible to all your clients as "Public" while setting the rest of the departments as "Private". All your incoming chat request will be submitted for the "Public" department, you can then transfer each of your client to their specific departments using the WinApp. I know this can be a hassle but will certainly do what you are looking for.

OR

Another option is that you create different template groups for each of your department that way your clients will only be able to access that specific department from that emplate group. Hope this make sense and helps you.

[CPWNJE]

Thanks SS, after much playing around with the template files we managed to work out how to restrict it to just one department per template group

[supportskins]

Good to know

[Siora]

Can this work for tickets as well? i want to be able to restrict users from seeing other departments only submit to one department. For example, microsoft clients only submit tickets to microsoft department with out knowing that there is an Apple department.

[supportskins]

Yes this will work for tickets as well.

[Siora]

Originally Posted by supportskins

Yes this will work for tickets as well.

When I say "this" I was referring to modifying templates, not doing the whole private/public thing cause that doesn't work for me.

[supportskins]

Creating 1 template group per department too will work. Infact that is the best possible option for what you are looking for. Give it a try

[Siora]

Originally Posted by CPWNJE

Thanks SS, after much playing around with the template files we managed to work out how to restrict it to just one department per template group

Can you explain in more detail how you did this? Is there a step by step instruction manual as to how to use mutliple templates. I can understand how to create the groups and what not but lets say I have two seperate departments that shouldn't know about eachother...how do I provide two seperate instances for these two template groups?

Nevermind...I figured it out...Thanks...its actually quite easy if you just play around with it.

[Brent]

Well if one of you will add how to do this here it will help many other that read this thread...

[Siora]

Originally Posted by brentwic

Well if one of you will add how to do this here it will help many other that read this thread...

Sorry. All you have to do is create 1 user group per department. Then you create 1 template per department and link the two together. That way, when a user from that group logs in, they only see the information that is restricted to that 1 template. Then you go into the department setting and bind it only to the template you want to bind it to. There is no need to modify any code, its all built into the kayko admin/staff CP's.

[Brent]

Thanks - I will take a look and also poke around more....

I find the program has many features that are not quickely apparent to the general user... which I giess is a good thing...

[Siora]

Originally Posted by brentwic

Thanks - I will take a look and also poke around more....

I find the program has many features that are not quickely apparent to the general user... which I giess is a good thing...

I find this as well. The manual is getting better as they update it but is still lacking many instructional steps. I guess they assume that whomever buys the package would have some skills in PHP editing and what not. Its a fair assumption but it would be nice to see some more step by step instructions.

[supportskins]

It is extremely difficult to expect the manual to cover all aspects especially instructions on how to go about doing things in the software. I believe Jamie is doing fair enough job and is trying his best to cover as much as possible

[Siora]

Originally Posted by supportskins

It is extremely difficult to expect the manual to cover all aspects especially instructions on how to go about doing things in the software. I believe Jamie is doing fair enough job and is trying his best to cover as much as possible

I completely agree, he's doing an amazing job. But his job would be easier if a lot of the steps and advice he gives is documented in a manual don't you think? This way he doesn't have to repeat himself.