[38160] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Denise Moser)
Wed Apr 3 16:24:27 2013
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Message-ID: <086960B2AF09CC458C0AE60BE5D19D481A22F685D3@ICE-MBX-6.ice.nd.edu>
Date: Wed, 3 Apr 2013 16:21:53 -0400
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Denise Moser <moser@nd.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <03D4D4C82C2097488547EBF7FB0CD1C634778EF7@SUEX10-mbx-04.ad.syr.edu>
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We recently began offering chat support via Bomgar. We have not yet begun =
advertising this option to any great degree, so have less than a dozen chat=
s a week at this time. At this time, chat support is provided by full time=
consulting staff, who are also handling email support contacts, so there a=
ren't any telephone interruptions. We currently only provide the chat opti=
on during normal business hours when full time staff are scheduled (student=
s cover evening hrs). One of my staff did some coding of the page, so that=
the chat option is not available during other times, so people don't get s=
tuck waiting for someone to respond when no one is there. (https://help.nd.=
edu/)
It is not currently integrated with our incident tool for automatic logging=
, but our standard procedure is to copy and paste the chat text into an inc=
ident when the session ends. It was a pleasant surprise to all that my sta=
ff love chat, particularly since we can quickly activate a remote control s=
ession via Bomgar to expedite resolving an issue.
Denise
**************************************************
Denise Moser, Help Desk Manager
UNIVERSITY OF NOTRE DAME
Office of Information Technologies
128 DeBartolo Hall
Notre Dame, IN 46556
Phone: 574-631-7978
FAX: 574-631-9883
email: moser@nd.edu<mailto:moser@nd.edu>
**************************************************
I believe in the sun, even when it is not shining.
I believe in love, even when I do not feel it.
I believe in God, even when He is silent.
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Jonathan =
A Wright
Sent: Wednesday, April 03, 2013 12:09 PM
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 - Support Analyst
ITS - AASC
Syracuse University
1-205 CST
Syracuse, N.Y. 13104
(315) 443-3041
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'f=
ont-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>We recent=
ly began offering chat support via Bomgar. We have not yet begun adve=
rtising this option to any great degree, so have less than a dozen chats a =
week at this time. At this time, chat support is provided by full tim=
e consulting staff, who are also handling email support contacts, so there =
aren’t any telephone interruptions. We currently only provide t=
he chat option during normal business hours when full time staff are schedu=
led (students cover evening hrs). One of my staff did some coding of =
the page, so that the chat option is not available during other times, so p=
eople don’t get stuck waiting for someone to respond when no one is t=
here. (https://help.nd.edu/)<o:p></o:p></span></p><p class=3DMsoNormal><spa=
n style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-siz=
e:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>It is not curren=
tly integrated with our incident tool for automatic logging, but our standa=
rd procedure is to copy and paste the chat text into an incident when the s=
ession ends. It was a pleasant surprise to all that my staff love cha=
t, particularly since we can quickly activate a remote control session via =
Bomgar to expedite resolving an issue.<o:p></o:p></span></p><p class=3DMsoN=
ormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";co=
lor:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Deni=
se<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0p=
t;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span=
></p><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif";color:#1F497D'>*************************************=
*************<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font=
-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Denise Moser=
, Help Desk Manager<o:p></o:p></span></p><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>UNIV=
ERSITY OF NOTRE DAME<o:p></o:p></span></p><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Offi=
ce of Information Technologies<o:p></o:p></span></p><p class=3DMsoNormal><s=
pan style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F4=
97D'>128 DeBartolo Hall<o:p></o:p></span></p><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>No=
tre Dame, IN 46556<o:p></o:p></span></p><p class=3DMsoNormal><span st=
yle=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>P=
hone: 574-631-7978<o:p></o:p></span></p><p class=3DMsoNormal><span st=
yle=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>F=
AX: 574-631-9883<o:p></o:p></span></p><p class=3DMsoNormal><span styl=
e=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>ema=
il: <a href=3D"mailto:moser@nd.edu">moser@nd.edu</a><o:p></o:p></span=
></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cali=
bri","sans-serif";color:#1F497D'>******************************************=
********<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size=
:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I believe in the =
sun, even when it is not shining.<o:p></o:p></span></p><p class=3DMsoNormal=
><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#=
1F497D'>I believe in love, even when I do not feel it.<o:p></o:p></span></p=
><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri"=
,"sans-serif";color:#1F497D'>I believe in God, even when He is silent.<o:p>=
</o:p></span></p></div><p class=3DMsoNormal><span style=3D'font-size:11.0pt=
;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span>=
</p><div><div style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3=
.0pt 0in 0in 0in'><p class=3DMsoNormal><b><span style=3D'font-size:11.0pt;f=
ont-family:"Calibri","sans-serif"'>From:</span></b><span style=3D'font-size=
:11.0pt;font-family:"Calibri","sans-serif"'> Resnet Forum [mailto:RESNET-L@=
LISTSERV.ND.EDU] <b>On Behalf Of </b>Jonathan A Wright<br><b>Sent:</b> Wedn=
esday, April 03, 2013 12:09 PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b=
>Subject:</b> Chat Support<o:p></o:p></span></p></div></div><p class=3DMsoN=
ormal><o:p> </o:p></p><div><p class=3DMsoNormal><span style=3D'font-si=
ze:11.0pt;font-family:"Calibri","sans-serif"'>We are considering a chat sup=
port option.<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p=
></span></p></div><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt=
;font-family:"Calibri","sans-serif"'>Anyone doing it ?<o:p></o:p></span></p=
></div><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-famil=
y:"Calibri","sans-serif"'>Hours ?<o:p></o:p></span></p></div><div><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif"'>Using students or staff ?<o:p></o:p></span></p></div><div><p class=3D=
MsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif=
"'>Product ?<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>Caveats ?<o:p></=
o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'font-size:11.=
0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><=
div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calib=
ri","sans-serif"'>Thanks in advance.<o:p></o:p></span></p></div><div><p cla=
ss=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-=
serif"'> <o:p></o:p></span></p></div><div><p class=3DMsoNormal><span s=
tyle=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>.jon<o:p></o:p=
></span></p></div><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt=
;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div=
><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri"=
,"sans-serif"'>+++++++++++++++++++++++++++++++++++++<o:p></o:p></span></p><=
/div><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif"'>Jon Wright – Support Analyst<o:p></o:p></span=
></p></div><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-f=
amily:"Calibri","sans-serif"'>ITS – AASC<o:p></o:p></span></p></div><=
div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calib=
ri","sans-serif"'>Syracuse University<o:p></o:p></span></p></div><div><p cl=
ass=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans=
-serif"'>1-205 CST<o:p></o:p></span></p></div><div><p class=3DMsoNormal><sp=
an style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>Syracuse, =
N.Y. 13104<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>(315) 443-3041<o:p=
></o:p></span></p></div><div><p class=3DMsoNormal><span style=3D'font-size:=
11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></di=
v><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Ca=
libri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=3DMsoN=
ormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>&=
nbsp;<o:p></o:p></span></p></div><p class=3DMsoNormal>_____________________=
______________________________ You are subscribed to the ResNet-L mailing l=
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