[Fixed in 6.5.03] Initiate Chat with User

Author

Message

JohnE

SysAider

Re:[not a bug] Initiate Chat with User

Oct. 21, 2009 05:51 PM

MikeUnderwood wrote:The majority of my users do not have assets assigned to them, it makes no sense to me that I would have to assign an asset to them so I can chat with them.

Mike

My users are customers off site, we are a software company, they will not allow the Agent to be installed on their computers for obvious security reasons, I'm a little disappointed that this chat function is tied to assets and agents at all, as my team will not be able to use it.

John

Israel Lifshitz

SysAid CEO

Re:[not a bug] Initiate Chat with User

Oct. 21, 2009 06:17 PM

The chat module can work in two modes:

1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at https://www.sysaid.com

2. Support initiate chat with an end user. This mode require that the end user will be logged-in to a computer that have SysAid agent. If SysAid install in "standard" IT environment then probably all assets have SysAid agent installed. So this will give you very powerful tool to ask your end users question directly or directly start chat to resolve a service request.

So what are the differences between SysAid chat module to other live chat software ? (search google for "live chat" )

1. Other live chat software only have mode 1 (customer initiate chat with support) only SysAid have mode 2: option to initiate chat with end user.

2. With SysAid the chat session is integrated with the helpdesk. You can create SR directly from a chat session or can select existing SR and associate the chat session with that SR. When you open SR you can see in one screen all the communication with end user including the chat session. When a customer open a chat with you you can see immediately all the open and closed tickets of that customer.

Help Desk Software

JohnE

SysAider

Re:[not a bug] Initiate Chat with User

Oct. 21, 2009 06:24 PM

Thanks for clarrifying that Israel, well done.

SysAid#1

SysAid Mod

716

[not a bug] Initiate Chat with User

Oct. 21, 2009 10:14 PM

I have ensured the user is attached to the asset. I also made sure the agent is updated.

I initiated a chat. The end user did not get a notification.

I also noticed the account id in the URL is Hanan and not the account ID of the company. This is on the end user workstation chat window when they initiate a chat.

The end user window opens but does not display anything.

This message was edited 1 time. Last update was at Oct. 21, 2009 10:27 PM

Haim

SysAid Wiz

2449

[not a bug] Initiate Chat with User

Oct. 22, 2009 03:36 AM

SysAid#1,

Please send us a request with your issue to beta@sysaid.com so we can further investigate the issue you are having and provide you with a solution.

Thanks.
Haim

Pushing IT forward

lbb4ever

SysAider

Re:[not a bug] Initiate Chat with User

Oct. 22, 2009 02:49 PM

The majority of my users do not have assets assigned to them, it makes no sense to me that I would have to assign an asset to them so I can chat with them.

Mike

I agree. We use a different system to track our assets. Having the chat piece download to the user, whether or not they have an asset in SysAid, would be ideal.

Out of curiosity, what was the thought behind that?

RGarber

Elite SysAider

104

Re:[not a bug] Initiate Chat with User

Oct. 22, 2009 03:59 PM

lbb4ever wrote:

The majority of my users do not have assets assigned to them, it makes no sense to me that I would have to assign an asset to them so I can chat with them.

Mike

I agree. We use a different system to track our assets. Having the chat piece download to the user, whether or not they have an asset in SysAid, would be ideal.

Out of curiosity, what was the thought behind that?

The post just below that informs us that the agent need to be on the machine for you, the support tech, to initiate the chat with the end user, which makes sense. You have to have something there to listen for the chat request. They, however, can chat with you with no agent installed.

Israel Lifshitz wrote:1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at https://www.sysaid.com

This message was edited 1 time. Last update was at Oct. 22, 2009 04:00 PM

The monkey cometh

Jonathan

SysAid Wiz

326

Re:[not a bug] Initiate Chat with User

Oct. 22, 2009 04:05 PM

Ok

Firstly i love this feature been using it for the last two days dead handy when im on the phone i can chat to the users etc and they seem to like it.

However the big downsides for us are as follows

1. My desktop and start bar is always packed with open items so it is easy to miss the alert. Perhaps there could be a way to bring the window to the front or do something to draw your attention to the message.

2. Pretty much the same the Audio alert only rings once maybe a continuous ring and then a re ring every 1 minute you have not chated to some one. I should add to this my winamp plays all day long so it is easy to miss the beep but if you could have a longer ring you would not miss

3. I would like to see an option of once you as an admin sign in to sysaid your chat window is opened for you automatically.

4. Lastly can we personallise the message to the end user, instead of a support rep would like to talk to you "Jonathan would like to talk to you"

Keep up the good work a great new feature from a great software company

SysAid#1

SysAid Mod

716

[not a bug] Initiate Chat with User

Oct. 22, 2009 04:47 PM

I think your ideas are great Jonathan!!

I am sure the development team will take them into consideration.

Jonathan

SysAid Wiz

326

Re:[not a bug] Initiate Chat with User

Oct. 22, 2009 05:42 PM

just realised ithink i can do point no 4

i have created a que for each one of us and i have personalized the message to Jonathan woudl like to chat to you etc etc is that correct?

Israel Lifshitz

SysAid CEO

Re:[not a bug] Initiate Chat with User

Oct. 23, 2009 04:46 PM

Jonathan wrote:Ok

Firstly i love this feature been using it for the last two days dead handy when im on the phone i can chat to the users etc and they seem to like it.

However the big downsides for us are as follows

1. My desktop and start bar is always packed with open items so it is easy to miss the alert. Perhaps there could be a way to bring the window to the front or do something to draw your attention to the message.

2. Pretty much the same the Audio alert only rings once maybe a continuous ring and then a re ring every 1 minute you have not chated to some one. I should add to this my winamp plays all day long so it is easy to miss the beep but if you could have a longer ring you would not miss

3. I would like to see an option of once you as an admin sign in to sysaid your chat window is opened for you automatically.

4. Lastly can we personallise the message to the end user, instead of a support rep would like to talk to you "Jonathan would like to talk to you"

Keep up the good work a great new feature from a great software company

Jonathan,

Thank you for your feedback on the chat modules.

Actually SysAid try to bring the window to the front on new chat session. Its working fine in IE but Firefox just not bring the window to the focus. We are working to find solution to that. Mean while we suggest that you use IE for the chat.

Regarding the audio notification I think that longer ring will be annoyance to many users. Maybe we need to add a configuration for that.

Regarding 3 (open chat automatically). I think this is a good suggestion.

Thanks again for your feedback - I think that the key to success in that module is the usability. So please SysAiders write your feedback about using this module and suggest how it can work better.

Israel.

Help Desk Software

Lev

SysAid Mod

512

Re:[Fixed in 6.5.03] Initiate Chat with User

Oct. 26, 2009 10:29 AM

Hi,

About bringing the window to the front.

Can you imagine admin doing something and every 10 seconds a window is jumping to the front? Nasty ...
We have about 50 "always" active users + xxx "sometimes active. I can't see myself jumping from window to window in the morning
when they can't login, can't open, can't close etc ... you know - users in the morning

The idea of drawing attention is a "must" but it would be better to do like google notifier or something like that. That can be a very good addition.

Lev

SysAid Mod

512

Re:[Fixed in 6.5.03] Initiate Chat with User

Oct. 26, 2009 10:54 AM

FYI

The issue with the user gets no notification is happening in xp and win7

Lev

BJINS

SysAid Wiz

583

[Fixed in 6.5.03] Initiate Chat with User

Oct. 27, 2009 06:40 AM

Mike,

You need to assign the user to an asset so that the system knows which machine to send the chat invitation to. Does that answer your question?

M

When the going gets tough, the tough get SysAid

Lev

SysAid Mod

512

Re:[Fixed in 6.5.03] Initiate Chat with User

Oct. 27, 2009 11:15 AM

I have a clean install of win xp with a redeployed agent after upgrade.
This xp is not in the domain with FW disabled, the server is in the domain. Same network.
The user doesn't get a notification.

I will try on another machines.

addition:

On win7 no notification

This message was edited 1 time. Last update was at Oct. 27, 2009 11:19 AM

[Fixed in 6.5.03] Initiate Chat with User

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