[38157] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Barry Johnson)
Wed Apr 3 14:41:00 2013
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Date: Wed, 3 Apr 2013 18:40:19 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Barry Johnson <bjohnson@uchicago.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <03D4D4C82C2097488547EBF7FB0CD1C634778EF7@SUEX10-mbx-04.ad.syr.edu>
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Jon,
I'm going off-list as I still follow this RESNET-L but am not really a ResN=
etter these days.
We use www.providesupport.com<http://www.providesupport.com> and think well=
of it. We looked at Bomgar's chat and the chat tool built into ServiceNow,=
both of which we use, but the feature/price wasn't quite where we liked. P=
rovide Support is very inexpensive, and offers a nice set of features.
* The logs of the chats are emailed wherever you want them (we send the=
m to our intake email address in ServiceNow, our ticketing system).
* It allows you to segment your staff by skillset and let the user be s=
ent to that group of staff, but that's not required. And staff can exist in=
multiple groups. I could be a member of 'entry level help desk' and a mem=
ber of 'escalation for service x'
* You can customize the chat window with your logo and as much informat=
ion about the helpdesk party answering the chat call as your institution ma=
y want (picture, no picture, or generic image; first, full, or nickname, et=
c.)
* One tech can hand off a hot call to another more experienced, if you =
want.
* When we are 'offline' it shows a different icon (and/or text, if you =
prefer, that's customizable).
* After hours chats still open a window, but proffer an email form you =
can submit for someone to follow up with you. That goes into ServiceNow, an=
d our 24-hour staff read it and determine if it is a priority.
You can see our support page at http://itservices.uchicago.edu/support to t=
ry it, if you wish. Click the Chat icon (which will be maroon if active, gr=
ay if after hours). You won't be immediately connected as we offer a choice=
of services at the landing screen. If you do click through to connect, jus=
t tell them you are testing the chat function and sign off - no worries.
Key to successful chat is that if you are dividing your time between chats,=
you should let the party know from time to time that you are still working=
their problem. That's pretty much common sense, but there was a thread in =
this list about that
You can contact our Manager of Support, David Neuhoff, at dneuhoff@uchicago=
.edu, if you want more detail.
Barry Johnson
University of Chicago
________________________________
From: Resnet Forum [RESNET-L@LISTSERV.ND.EDU] on behalf of Jonathan A Wrigh=
t [jowright@SYR.EDU]
Sent: Wednesday, April 03, 2013 11:08
To: RESNET-L@LISTSERV.ND.EDU
Subject: Chat Support
We are considering a chat support option.
Anyone doing it ?
Hours ?
Using students or staff ?
Product ?
Caveats ?
Thanks in advance.
.jon
+++++++++++++++++++++++++++++++++++++
Jon Wright =96 Support Analyst
ITS =96 AASC
Syracuse University
1-205 CST
Syracuse, N.Y. 13104
(315) 443-3041
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________
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To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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<div style=3D"direction: ltr;font-family: Tahoma;color: #000000;font-size: =
10pt;">Jon,
<div><br>
</div>
<div>I'm going off-list as I still follow this RESNET-L but am not really a=
ResNetter these days. </div>
<div><br>
</div>
<div>We use <a href=3D"http://www.providesupport.com" target=3D"_blank=
">www.providesupport.com</a> and think well of it. We looked at Bomgar=
's chat and the chat tool built into ServiceNow, both of which we use, but =
the feature/price wasn't quite where we liked.
Provide Support is very inexpensive, and offers a nice set of features.&nb=
sp;</div>
<div><br>
</div>
<div>
<ul style=3D"font-family: Tahoma; font-size: 10pt; ">
<li>The logs of the chats are emailed wherever you want them (we send them =
to our intake email address in ServiceNow, our ticketing system). </li=
><li>It allows you to segment your staff by skillset and let the user be se=
nt to that group of staff, but that's not required. And staff can exis=
t in multiple groups. I could be a member of 'entry level help desk' =
and a member of 'escalation for service x'</li><li>You can customize the ch=
at window with your logo and as much information about the helpdesk party a=
nswering the chat call as your institution may want (picture, no picture, o=
r generic image; first, full, or nickname, etc.)</li><li>One tech can hand =
off a hot call to another more experienced, if you want.</li><li><span styl=
e=3D"font-size: 10pt; ">When we are 'offline' it shows a different icon (an=
d/or text, if you prefer, that's customizable). </span></li><li><span =
style=3D"font-size: 10pt; ">After hours chats still open a window, but prof=
fer an email form you can submit for someone to follow up with you. T</span=
><span style=3D"font-size: 10pt; ">hat goes into ServiceNow, and our 24-hou=
r staff read it and determine
if it is a priority.</span></li></ul>
</div>
<div><br>
</div>
<div>You can see our support page at <a href=3D"http://itservices.uchi=
cago.edu/support" target=3D"_blank">http://itservices.uchicago.edu/support<=
/a> to try it, if you wish. Click the Chat icon (which will be maroon =
if active, gray if after hours). You won't be
immediately connected as we offer a choice of services at the landing scre=
en. If you do click through to connect, just tell them you are testing the =
chat function and sign off - no worries. </div>
<div><br>
</div>
<div>Key to successful chat is that if you are dividing your time between c=
hats, you should let the party know from time to time that you are still wo=
rking their problem. That's pretty much common sense, but there was a threa=
d in this list about that</div>
<div><br>
</div>
<div>You can contact our Manager of Support, David Neuhoff, at dneuhoff@uch=
icago.edu, if you want more detail. </div>
<div><br>
</div>
<div>Barry Johnson</div>
<div>University of Chicago</div>
<div>
<div style=3D"font-family: Times New Roman; color: #000000; font-size: 16px=
">
<hr tabindex=3D"-1">
<div id=3D"divRpF403400" style=3D"direction: ltr; "><font face=3D"Tahoma" s=
ize=3D"2" color=3D"#000000"><b>From:</b> Resnet Forum [RESNET-L@LISTSERV.ND=
.EDU] on behalf of Jonathan A Wright [jowright@SYR.EDU]<br>
<b>Sent:</b> Wednesday, April 03, 2013 11:08<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Chat Support<br>
</font><br>
</div>
<div></div>
<div><font face=3D"Calibri" size=3D"2"><span style=3D"font-size:11pt">
<div>We are considering a chat support option.</div>
<div> </div>
<div>Anyone doing it ?</div>
<div>Hours ?</div>
<div>Using students or staff ?</div>
<div>Product ?</div>
<div>Caveats ?</div>
<div> </div>
<div>Thanks in advance.</div>
<div> </div>
<div>.jon</div>
<div> </div>
<div>++++++++++++++=
+++++++++++++++=
++++++++</div>
<div>Jon Wright =96 Support Analyst</div>
<div>ITS =96 AASC</div>
<div>Syracuse University</div>
<div>1-205 CST</div>
<div>Syracuse, N.Y. 13104</div>
<div>(315) 443-3041</div>
<div> </div>
<div> </div>
<div> </div>
</span></font>___________________________________________________ You are s=
ubscribed to the ResNet-L mailing list.
<p>To subscribe, unsubscribe or search the archives, 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> _________________________=
__________________________
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