will.good Posted January 25, 2022 Share Posted January 25, 2022 Hi, We need a solution to be able to raise a chat to an existing Service Request. E.G. Customer raises a live chat to provide further information on an existing case, we should be able to apply that chat transcript to the already existing request. 1 Link to comment Share on other sites More sharing options...
will.good Posted January 26, 2022 Author Share Posted January 26, 2022 Also the option to export chat/download as PDF where we need to share/archive outside of Hornbill would be very helpful Link to comment Share on other sites More sharing options...
Sam P Posted January 27, 2022 Share Posted January 27, 2022 +1 to add chat to an existing Request just like you can an email Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 1, 2022 Share Posted February 1, 2022 +1 for us as well. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted February 4, 2022 Share Posted February 4, 2022 @will.good, Thank you for raising the enhancement request to extend the Live Chat -> Service Manager integration to provide the option to apply a Chat Session to an existing request. This would in fact be similar to our email management offering where an email could be applied to an existing request. A new enhancement request will be raised and assigned to the Product Management team who will prioritise this request based on interest. We will update this post when this enhancement request is prioritised into the 90-days development window. Ehsan Link to comment Share on other sites More sharing options...
Emily Patrick Posted February 9, 2022 Share Posted February 9, 2022 Thanks @Ehsan, I was going to add a +1 to this too. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 9, 2022 Share Posted February 9, 2022 + 1 from me too - sounds interesting Link to comment Share on other sites More sharing options...
QEHNick Posted October 21, 2022 Share Posted October 21, 2022 This seems like an eminently positive step towards making the Live Chat even more useful. Hmm, how about this, if the existing call reference is in the chat itself, it automatically appends the chat session dialogue to that call ref. 1 Link to comment Share on other sites More sharing options...
Paul Chambers Posted March 29, 2023 Share Posted March 29, 2023 We have started trialing Live Chat on our portals and we have received the following feedback from an analyst: @Harry Hornbill when will this feature be added to the 90-days development window ? Thanks. Link to comment Share on other sites More sharing options...
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