July 2017 - New Features and Developments


PLEASE NOTE: Some of these new features may only be available in the latest Release Candidate and/or BETA versions. These versions have been tested, but may require further testing by your organisation with your particular configuration. We do not recommend upgrading to Release Candidate or BETA releases unless the changes that have been made are business critical to your organisation, or at the recommendation of a NetHelpDesk representative.

A new add-on feature called NetHelpDesk Live Chat™ has been released, by popular demand from existing and new customers, for use with the NetHelpDesk platform, or any website in your control. The feature allows your Agents to communicate with known-end-users or unknown visitors in real-time, to resolve issues, discuss tickets, or anything else they may need from you.

    1) Known end-users can log into the Self-Service Web Portal, and their information will be passed to the Agent automatically.

    2) If the known end-user activates chat on an open ticket, it passes this information through as well.

    3) Unknown visitors can initiate chat with your Agents too, by simply putting in their name.

    4) Update Tickets with the chat log as an action on the ticket, or create new tickets from the chat.

    5) Discuss with your colleagues, by adding participants to the existing chat with visitors, or private internal chats.

    6) Your Agents can access the Chat facility from the main Windows or Agent Web Interfaces.

    7) Control what happens if you have unwanted visitors as well, and much more!

News July 2017 1

Read our guides for more detailed information HERE.

PLEASE NOTE: Some of these new features may only be available in the latest Release Candidate and/or BETA versions. These versions have been tested, but may require further testing by your organisation with your particular configuration. We do not recommend upgrading to Release Candidate or BETA releases unless the changes that have been made are business critical to your organisation, or at the recommendation of a NetHelpDesk representative.

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