[38154] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Wed Apr 3 12:53:49 2013
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Date: Wed, 3 Apr 2013 11:52:28 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Eric Lemmons <eric.lemmons@acu.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <20130403162004.GB71104@hal.rescomp.berkeley.edu>
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We have chat support offered via Bomgar. The product is good, the
functionality is excellent. Chat is handled by the same student staff I
have on the phones.
All that said, we don't really push chat support that much. It's available
for those who find it, but we don't go out of our way to advertise it. Chat
support consists of less than 1% of our support requests.
On Wed, Apr 3, 2013 at 11:20 AM, Keenan Parmelee <
keenanp@rescomp.berkeley.edu> wrote:
> Hi Jon,
>
> We're actually planning on trying chat support here at Berkeley, too. Our
> student programming team have written an in-house application to integrate
> with
> our systems and we're planning on deploying it this summer to try it out.
>
> We're not sure what the long-term plan will be, but to see how effective
> it is,
> we're planning on simply staffing it with whoever is on our helpdesk phone
> line.
> So the operating hours will be our normal 9A-5P, M-F. As is pretty much
> everything else here, we're using student staff.
>
> My biggest concern is figuring out a proper staffing schedule long term.
> Will
> we limit it to business hours, or will we offer shifts outside of normal
> support
> hours? It will all depend on how demand goes for us.
>
> --
> Keenan Parmelee
> Technical Services Manager
> Student Affairs Information Technologies
> (510) 643-9937
> http://rescomp.berkeley.edu
>
> On 16:08 Wed 03 Apr , Jonathan A Wright wrote:
> > We are considering a chat support option.
> >
> > Anyone doing it ?
> > Hours ?
> > Using students or staff ?
> > Product ?
> > Caveats ?
> >
> > Thanks in advance.
> >
> > .jon
> >
> > +++++++++++++++++++++++++++++++++++++
> > Jon Wright - Support Analyst
> > ITS - AASC
> > Syracuse University
> > 1-205 CST
> > Syracuse, N.Y. 13104
> > (315) 443-3041
> >
> >
> >
> >
> > ___________________________________________________
> > You are subscribed to the ResNet-L mailing list.
> >
> > To subscribe, unsubscribe or search the archives,
> > go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> > ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
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> ___________________________________________________
>
--
Eric Lemmons
Team55/Helpdesk Manager
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
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<div dir=3D"ltr">We have chat support offered via Bomgar. The product is go=
od, the functionality is excellent. Chat is handled by the same student sta=
ff I have on the phones.<div><br></div><div>All that said, we don't rea=
lly push chat support that much. It's available for those who find it, =
but we don't go out of our way to advertise it. Chat support consists o=
f less than 1% of our support requests.</div>
</div><div class=3D"gmail_extra"><br><br><div class=3D"gmail_quote">On Wed,=
Apr 3, 2013 at 11:20 AM, Keenan Parmelee <span dir=3D"ltr"><<a href=3D"=
mailto:keenanp@rescomp.berkeley.edu" target=3D"_blank">keenanp@rescomp.berk=
eley.edu</a>></span> wrote:<br>
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #ccc solid;padding-left:1ex">Hi Jon,<br>
<br>
We're actually planning on trying chat support here at Berkeley, too. =
=A0Our<br>
student programming team have written an in-house application to integrate =
with<br>
our systems and we're planning on deploying it this summer to try it ou=
t.<br>
<br>
We're not sure what the long-term plan will be, but to see how effectiv=
e it is,<br>
we're planning on simply staffing it with whoever is on our helpdesk ph=
one line.<br>
So the operating hours will be our normal 9A-5P, M-F. =A0As is pretty much<=
br>
everything else here, we're using student staff.<br>
<br>
My biggest concern is figuring out a proper staffing schedule long term. =
=A0Will<br>
we limit it to business hours, or will we offer shifts outside of normal su=
pport<br>
hours? =A0It will all depend on how demand goes for us.<br>
<span class=3D"HOEnZb"><font color=3D"#888888"><br>
--<br>
Keenan Parmelee<br>
Technical Services Manager<br>
Student Affairs Information Technologies<br>
<a href=3D"tel:%28510%29%20643-9937" value=3D"+15106439937">(510) 643-9937<=
/a><br>
<a href=3D"http://rescomp.berkeley.edu" target=3D"_blank">http://rescomp.be=
rkeley.edu</a><br>
</font></span><div class=3D"HOEnZb"><div class=3D"h5"><br>
On 16:08 Wed 03 Apr =A0 =A0 , Jonathan A Wright wrote:<br>
> We are considering a chat support option.<br>
><br>
> Anyone doing it ?<br>
> Hours ?<br>
> Using students or staff ?<br>
> Product ?<br>
> Caveats ?<br>
><br>
> Thanks in advance.<br>
><br>
> .jon<br>
><br>
> +++++++++++++++++++++++++++++++++++++<br>
> Jon Wright - Support Analyst<br>
> ITS - AASC<br>
> Syracuse University<br>
> 1-205 CST<br>
> Syracuse, N.Y. 13104<br>
> <a href=3D"tel:%28315%29%20443-3041" value=3D"+13154433041">(315) 443-=
3041</a><br>
><br>
><br>
><br>
><br>
> ___________________________________________________<br>
> You are subscribed to the ResNet-L mailing list.<br>
><br>
> To subscribe, unsubscribe or search the archives,<br>
> go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=
=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a><br>
> ___________________________________________________<br>
<br>
___________________________________________________<br>
You are subscribed to the ResNet-L mailing list.<br>
<br>
To subscribe, unsubscribe or search the archives,<br>
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___________________________________________________<br>
</div></div></blockquote></div><br><br clear=3D"all"><div><br></div>-- <br>=
<div dir=3D"ltr">Eric Lemmons<br>Team55/Helpdesk Manager<br><div>ACU Techno=
logy Support Services</div><div><div><div><a href=3D"mailto:eric.lemmons@ac=
u.edu" target=3D"_blank">eric.lemmons@acu.edu</a></div>
<div>325.674.2881</div></div></div></div>
</div>
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