Live chat constantly disconnecting

[eger]

I know I have posted about this before. However it is seemingly getting worse and/or more noticeable and is REALLY hurting sales (I use live chat a lot more than phone and email for sales and support).

I would say on average more than 50% of live chats are abruptly cut off with the "The client's chat window is not responding. If you continue to receive this message, the client may have ended the chat session, or the session may have timed out." message.

So since the obvious questions are just going to be raised (it does this on other internet connections, other computers, even another kayako installation I have on a different network and data center altogether) what can I do to start debugging the issue? Is there any way to show puts/gets for the livechat? Why isn't it able to recover?

This is getting more concerning, especially after it happening on a sales deal which was a potential worth of $800/mo in revenue that was just abruptly cut off when the customer is interested and on their end it just looks like we are not responding! Now I usually get all their information so we can contact them. But this just makes us look outright unprofessional when it appears we are just ignoring a chat session when we are not.

There must be others out there having this issue that are as frustrated as me. What to do about it?

[Jamie Edwards]

Hi eger,

Firstly, I am sorry to hear you are having problems.

Please submit a support ticket and post the ticket ID as soon as possible. I will then get Varun to trace this issue for you, as this is something we really want to nail correctly.

[eger]

Thanks for taking a look. Here is the ticket: FIZ-863396

Just let me know if there is anything else I can do to help fix this. I know the live chat had plans to be reworked in the next release.

[supportskins]

When done, please share the fix with the forum members.

[Jamie Edwards]

Originally Posted by eger

Thanks for taking a look. Here is the ticket: FIZ-863396

Just let me know if there is anything else I can do to help fix this. I know the live chat had plans to be reworked in the next release.

I have sent an e-mail out to the developers. Someone will be in touch with you shortly.

[alansp]

how has this coming along?

[craigbrass]

Submit a ticket and post the ID here so Jamie can add it to the list of people having this problem (more people to do debugging with).

[Jamie Edwards]

Eger already did (couple of posts up), I will take a look.

[craigbrass]

Oh yes. Missed that.

[Jamie Edwards]

Hi Eger,

Sandeep updated your ticket on the 13th - did you get his reply? It needs a response from you.

[nibb]

I have a Ticket regarding the same issue. I started after Kayako upgrade to latest version. Then i upgraded to latest build. Nothing fixed it.

My ticket is open for 2 weeks now. I losed tons of sales because of this. Is this going to be a very horrible cristhmas without money and sales went down to pipe.

Im really considering renewing my license. Kayako support is not slow but doesnt help at all. How can they leave 2 weeks a problem open and not have a clue on what it its.

Im not happy. I request support in the past and it also took weeks to get a reply.

But know this is very urgent issue and still they dont take it serious. I had 6 ticket replies in 2 weeks and most of them are just useless like you should upgrade your PHP to version 4 (my version is already 4) and things like that. Or upgraded to the latest build. No solution. No Livesupport. They even entered my hosting account and turned some debugging on. Thats at least something but since they did that the LiveHelp doesnt disconnects but stopped working. I cannot chat anymore at all. Not even 1 second.

So this is getting me sick. I cannot base my business on this. I will not go out of business because of a 400$ piece of software. I will invest on better things in the future at least where people assist you like if you are important.

[Ryan Lederman]

@nibb,

Apologies from Kayako for the problems that you've been experiencing. I've escalated this task to Varun, who wrote the Live Support module. He'll be looking into your problem soon.

[eger]

They upgraded mine to latest CVS. However another tech has already had one live chat disconnect. I am not sure if it is in the same way as I have not yet experienced one. I will post again in a week or two after some more extensive testing in production.

[fivestarhost]

I have the same problem, lots of disconnects

[craigbrass]

I have the same problem

Submit a ticket and post the ID here so Jamie can add pass it across to the developer for investigation. Hopefully this will help the developers to notice a patten so they can correct the issue.