Graphical User Interface Improvements

[vanbroup]

I'm using the SupportSuite desktop application for a while now. It working fine, fast and stable. But I would like to see some improvementsin the user Graphical User Interface.

• Canned message with tagged values like the name of a user (Hello Paul), greeting period like (Good morning)
• Show the hostname of the visitor
• Show the name of the owner from the inet network block
• Number of pageview from this user
• Has there been a chat before from the same user (how many)
• Has someone sended a chat invite to this user before?
• If I send a chat invitation to this user, I would like to chat with him, not my colleague , but both options is even better.
• Display the operating system of a user like an icon
• Change the operator icon when he is on an active chat
• Show more information about the client directly in the chat window, now you must switch you tabs while communicating.
• Share the links in the "Links" toolbar with other operators.
• Follow a user when he is navigating the site (Shadow browsing)
• Show the current page title (optional)
• Show the time since the last activity from this user (is the user idle)
• Change the online status of an other operator

Bugs

• Links with + sing becomes ' ' on screen and when you click finaly %20

Performance

When LiveResponse is active there are huge load on the server, there are hunders or even thouseds more queries. A caching system for the communication between the LiveResponse Desktop Application(s) and the server should not be a extravagantly luxury.

Server load is currently the biggest problem with the Kayako LiveResponse system.

[vanbroup]

And yes, alsmost forgotten!

A "..... is typing" message!

[craigbrass]

1. Would love canned messages to be able to have <<OPERATOR_NAME>> or something similar.
2. It already does. See http://www.craigbrass.net/personal/i...508-135031.jpg
3. Are we talking about a button which whoises the IP? If so, +1 as long as it does it from inside the app rather than being a link.
4. Already implemented. http://www.craigbrass.net/personal/i...508-135031.jpg again.
5. Click the History tab.
6. +1 for this feature.
7. +1 for this feature.
8. +1 for this feature.
9. +1 for this feature. It should have the number of people they are chatting with too.
10. +1 for this feature.
11. +1 for this feature. Links should be markable as public and private.
12. +1 for this feature.
13. Kinda ties in with having more information shown in the chat.
14. Last activity since last message like WLM / MSNM does? If so, +1.
15. +1 as long as you can mark which staff / groups can do it.

[craigbrass]

User is typing already is implemented at both ends.

[vanbroup]

2. It already does. See http://www.craigbrass.net/personal/i...508-135031.jpg

This is only in the information tab, I would like to see this information in the overview.

3. Are we talking about a button which whoises the IP? If so, +1 as long as it does it from inside the app rather than being a link.

No butten, you can download the INET databases from the reginal internet registries like the Ripe. Create a simple database from this information and use it the show the Name or Description field.

4. Already implemented. http://www.craigbrass.net/personal/i...508-135031.jpg again.

I would like to see the information in the visitor overview

5. Click the History tab.

I don't want to click, show me! (in the visitor overview)

9. +1 for this feature. It should have the number of people they are chatting with too.

Of course!

13. Kinda ties in with having more information shown in the chat.

Please explain?

14. Last activity since last message like WLM / MSNM does? If so, +1.

Yes and no, yes this is a nice option, no I mean activity on the website. (is the user still browsing?)

15. +1 as long as you can mark which staff / groups can do it.

Of course!

[craigbrass]

13. This would be implemented along with showing more information on the chat window.
14. Oh, right, I see.

[vanbroup]

Originally Posted by craigbrass

User is typing already is implemented at both ends.

How can I enable this?

[craigbrass]

It isn't a feature at the moment.

[Jamie Edwards]

Originally Posted by craigbrass

It isn't a feature at the moment.

It is; enable it via the admincp under Settings -> Live Support.

Show "User is Typing..."

[craigbrass]

Oh right, I thought you were still talking about "User is browsing" notification still.

[vanbroup]

Show "User is Typing..."
If enabled, both visitors and staff users will be able to see when the other is typing. Disable this option to reduce server load.

It's on.. but I don't see it on my chat window