LiveSupport WCA Online, LS Icon Online but Chat request = offline!

[gremlin]

Hi everyone.

Before I go into detail I should explain that my network setup is via an ISP who employs transparent proxying and via a linux box running IP masquerading. I have also tested by bypassing that configuration using a dialup connection to a different ISP. The windows app is on a windows box not some weird emulator or anything which might stuff things up.

The result of the problem is that chat sessions (sometimes) do not initate properly on the client side although the client can receive messages from the LiveSupport operator they can never reply. Also the client sees "support - offline" as the department name when first requesting the chat.

The symptoms are that the LiveSupport windows application is set to status ONLINE, the client browsing the support website sees the (green) Live Support online icon but when the client clicks the icon is invited to direct its message to a department showing "Support - Offline". If user requests a chat the operator sees the chat. Now my testing shows that when the operator accepts the chat it proceeds normally in two way chat.

I have tried restore templates as I found another posting which related to this.

Before I restored templates (but possibly not related to or cured by that because it was a few days ago I last tested) I had a different problem which was that the chat would not initiate properly, the customer would see everything sent by the operator but would still see the message "waiting for operator" and any attempt to reply fails.

I should note as an aside that the manual proxy settings in the windows app do not appear to work properly either because we had tested this previously but stopped worrying after the ISP enabled permission to use the transparent proxy cache. Previously we had to bypass the ISP's main proxy by using an alternate proxy server and that's why we know this didn't work properly.

So can anyone tell me why the client side of the live support sees "Support - offline" in the department name even though the windows app is definitely tagged online and the LS online icon shows? When we originally tested with windows app on a modem it didn't do this. Could it be because we have "Use Group Departments" enabled?

Also does any of the other stuff make sense at all. Could this be something to do with proxy handling? I did notice that you can't use the ViewShare function from a proxied connection (as the client side browser tries to load something from the proxy server's IP address, port 5050).

Also unrelated question is there any way to change the company name which appears in the webpage title after the installation as going to admin panel -> settings -> general and changing it does not change the title tag on the pages published. Do I have to reinstall?

Also another unrelated question is this - why does the autoresponder to all queues reply as the queue email address but with the email name as the company name? ie reply comes from "COMPANY NAME <queueemail@queueemail.com>" rather than from "QUEUE_EMAIL NAME <queueemail@queueemail.com>"?

[gremlin]

Well Kayako support had a look at the problem.

When they had finished I noticed that they had changed the name of our live support department so that it was different from the name of our ticket support department (both were called support previously). Also they advised me not to "Use Group Departments" feature and instead to assign staff into each support department on an individual basis.

Some or all of the above fixed the support "offline" problem I had reported.

I am still waiting for an answer in relation to the change of company name and the autoresponder email name issues at this stage.

[gremlin]

I guess I am building my own knowledge base here as I find my way around Support Suite. I hope someone who finds this post will find this information useful.

Anyway I discovered how to update the company name in the <TITLE> tag of my website.

This was found in Admin Panel -> Templates -> Manage Groups and then edit the Default Group "Settings", "company name" field.

This immediately brought about the update I'd been looking for.

[supportskins]

I am glad you managed to fix the issue. This is a non-support forum, you will not find Kayako tech's looking into that frequently. In order to receive support from Kayako you will have to use their support desk. You can always post your issues in the forums, there is a very good chance you will receive some quick support.