Departments/Templates For Live Help

[Elite]

Hi Guys,

I have a support ticket open with Kayako, but I’m thinking that there is no way I’m the only one with this issue, so I might as well get it posted to the forum.

Essentially I am trying to setup ‘live support’ to work with certain departments and certain templates.

I have two distinct sections within my company and for each section I have a template group.

One of the group names is “widgets” and the other is “thingamabobs”.

What I want to setup is that if someone clicks ‘live help’ from the Widgets site, then it will load the live help templates from the widgets group. Furthermore, after clicking this link, the user will have to choose from a few different departments (sales, support, etc.).

I only want the departments that I’ve setup for Widgets to be displayed. NOT all the other departments that we may have in the company.

For the life of me, I can’t figure out how to set this up.

When I go to the Tag Generator, it does not let me specify a ‘template group’ and it also seems to only allow me to specify one department by using the drop down menu.

Any ideas…anyone?

[ehoffman]

I am not sure how it works, but it should obviously work like that. It is what we expect to happen too. Otherwise their whole notion of satellite help desks that they sold us on would be worthless. Welcome to the "mostly done" core of Kayako.

Softair is doing some nice customizations for us to make this thing work. I would contact them, they are reasonable and do good work.

[Elite]

Thanks for the post ehoffman.

I’d imagine this would have been one of the things that definitely got tested before releasing V3. I’ve seen a lot of posts about the satellite help desks and there’s no way you and I are the only ones who are running into this issue.

It sort of seems a tad silly to be a piece of software and then need to hire a programming company to get the software to work.

I have a support ticket open with Kayako and they’ve told me they are looking into it. If the come up with some sort of solution, I’ll be sure to post it here.

[Elite]

I have received an email from Kayako stating that achieving what was described in this thread is not supported.

I guess Kayako never looked into other ‘live support’ programs to see that this is a fundamental feature that definitely should work.

Very disappointing Kayako…I have been looking forward to V3 for so long and I truly expected that something like this would be included in your program.

[Mahesh Slaria]

Hi Elite,

I apologize any confusions. This feature is present in v3 just small configuration required to do this.

You have to create different template groups and assign these template groups to required Departments but keep in mind that these departments must assigned to Live Support Module.

You can assign specific Template Group to Department form Admin CP -> Departments -> Manage Departments -> Template Groups -> Customize.

Please provide me Ticket ID to look into your issue, I personally check and resolve it. You can also mail me at mahesh.slaria AT kayako.com regarding this issue.

Thanks.

Regards,

[Elite]

Hello Mahesh,

Thank you very much for replying to my post.

I was very disappointed when I found out this could not be done and for Kayako to have such a limitation didn’t make much sense to me. Every other ‘live help’ type program I have tried has been able to accommodate this feature.

My ticket ID on your support system is: EYN-582928. (I have emailed this to you as well.)

Thank you **VERY** much for looking into this.