Live Chat Notifications

[will.good]

Hi,

We've recently run a user group for our helpdesk services, and one of the most common pieces of feedback we received was the frustration of lack of notifications for basic users when they are in a chat session.

Can we please have the notification set up that currently exists for full users (the sound, and the NEW indicator on browser tabs) replicated for basic users? We'd like this to be an 'always on' setting so we are not really expecting the need for a notification settings area for basic users since these are the only notifications they would receive (and I think it's an expectation to receive notifications whilst in a chat session that the user has initiated themselves)

 

Use case is that if a customer is on a chat session with a member of our team there is no notification to let them know of any updates in their chat session (acceptance, new messages etc) so if they are looking at another browser tab they have to constantly keep checking back, introducing a notification will remove this frustration. I think this will massively help our handle times as well, as we find ourselves having to chase customers sometimes when they are not replying.

Given that this is just a (hopefully) minor enhancement to current functionality, it would be good to see this accepted and delivered relatively quickly

[will.good]

@James Ainsworth @Steve Giller @Michelle

 

Sorry to @ you all, but would be good to see this added to the roadmap or a developer response

[Michelle]

Not much I can advise Will, this is an enhancement and as previously explained we do not commit to any specific service-level agreement for enhancement request. I've included our link to our documentation in respect to how we manage feature requests 

https://docs.hornbill.com/esp-fundamentals/about/about-roadmap#how-we-manage-feature-requests-received-from-customers-or-partners

As the above link explained even if you do not get a response by raising this post you have raised some awareness within Hornbill as all enhancements are channelled to our internal workspaces for all Developers/Product Specialist, Support, Consultants and others to see. 

This enhancement still needs to be reviewed by development to see if this is feasible and as and when this is done they will provide feedback via this forum post, I'm not in a position to provide any timescales for when this will be done. 

 

On 25/06/2024 at 16:55, will.good said:

@James Ainsworth @Steve Giller @Michelle

 

Sorry to @ you all, but would be good to see this added to the roadmap or a developer response

 

[Martyn Houghton]

+1 for us as well as we rollout Live Chat to our internal users via the Employee Portal.

[will.good]

This is feedback that we have again received from a user group after a session today.

 

Can we please get a dev's response on this?

[ArmandoDM]

Good morning @will.good @Martyn Houghton

thank you for your post.
We will add what you requested to our list for investigation, and I'll keep you updated on this.

Kind Regards

Armando