live help improvements: really is not possible to convert a chat into a ticket ?

[mblendinger]

dealing with the trial, We have just discovered than the livehelp system is not so integrated with tickets system as we thinked at the beginning, for example:

1) One of our users open a live help session, and tell us something like: "Hello, how it go the resolution of my problem?", so the operator want to click in the "tickets history" to see the tickets of the user.... oh... there is not ticket history on the chat sesion, we need to open the esupport, go to Users, search for the user manually, and then check the ticket history.... so, not integrated.

2) Then I want to check the last chats of the client, but again, it can't be done from the livehelp, we must go to tickets system, Users menu, search for the user, and click in chat history.

3) Then come other visitor, he ask a problem and we say we will work on it, so the staff want to convert this chat in a ticket for some department..... ops! we can't found in the chat window a button like "create ticket from this conversation", so I think the only way of doing that is creating a "phone ticket" from the tickets panel manually ?


I'm doing something wrong ? thanks for your advises.
have a nice day!

[dax]

Great ideas.

[Digital Mayhem]

In the Livehelp Winapp you click on "Staff CP" and your already in there.. No need to open browser and login to the staff panel... So it is already integrated.

[mblendinger]

Originally Posted by XeSolutions

In the Livehelp Winapp you click on "Staff CP" and your already in there.. No need to open browser and login to the staff panel... So it is already integrated.

but you still need to go to users, search, select, check ticket history, etc etc

is not integrated and user friendly, this procedures can be improved a lot with not a lot of development.

the winapp and the browser is the same for this, no diff.

I'm not here to blame the product, I love kayako product, I use it for our business and recommend it to other companys where I work, I'm just suggesting the features to make the product EXCELENT (personal own opinion, of course). "just my 2 cents" as you say

[nimitz1061]

I agree. Hanging an iframe somewhere doesn't make it integrated.

The ability to open a ticket from the chat should be part of the chat tool itself, ie - driven from the actual chat screen.

options might be:

Open New Ticket
Open Existing Ticket for email address:
Open Existing Ticket by # :


David

[Roger Clark]

This is actually a really good idea. I'll pass it along and we'll see if we can get it into a future version.

Thanks.

[mblendinger]

Originally Posted by Roger Clark

This is actually a really good idea. I'll pass it along and we'll see if we can get it into a future version.

Thanks.

great reply!

If is usefull, I already have posted 3 feature request wich basicly englobes the feature request asked:


1861 access to chat history and ticket history of a user from the livehelp operator window.
1862 ability to generate a ticket right from the live help chat window

and my preferred one (LOL):

1860 "custom fields" for visitors starting a live chat session


thanks a lot for your interest.

[bluecherry]

Roger,

Any updates on this? This would be ever so useful as we are averaging 4-5 tickets a day that have to be manually opened from live chat

Thanks

Originally Posted by Roger Clark

This is actually a really good idea. I'll pass it along and we'll see if we can get it into a future version.

Thanks.

[craigbrass]

I think it is a V4 type suggestion. Needs moving to Feature Requests really. Hopefully one of the mods will do it.