Chat Options for Better Visibility

[KDorsey2]

Hello,

Our chat has more traffic than our phones, and less responses than our form submissions.  Because of this, the chats get lost in the HelpDesk, as the team is usually working Tickets.  

In other CRMs, the chat is presented as a pop up for the agents to work.  I would like to find a solution, possibly a native or 3rd party software integration, for chat that will allow a pop up chat, taking the conversation out of HelpDesk, and pushing to a ticket.  

Does anyone have a program that they use and recommend?  

Thank you!

Kim

[KristelA · Accepted solution]

Hi, you can use a workflow to turn a chat into a ticket (no need to pass by Helpdesk) and even route it to assign the best agent and even get a notification if needed :

I hope it helps 🙂

[JWingate2]

Hi @KDorsey2 , 

Could you transition the team to work on Tickets inside the Help Desk so you have visibility of the chat in the Help Desk? The Help Desk is quickly turning into an all-in-one spot to work on tickets and communication for the Service team.

[KDorsey2]

Unfortunately HelpDesk is not nearly as comprehensive and information rich as the tickets.  The ticket was built with all the information that customers submit from our warranty claim form, contact us form, and incoming calls.  None of that is in HelpDesk.  In order to work in HelpDesk, the agents have additional clicks to end up back in the Ticket area we are currently working.   

The confusing part is that Chat is a subset in CRM>Inbox, but the chats come in to HelpDesk, neither of which are ideal.  As a separate channel, and like calls, it needs a pop out or its own area.  Years ago, there was an icon on the menu bar to click on when a chat notification came in.  I cannot imagine why that is no longer an option.