V4 Update #6: Live screenshot sharing and file transfers in live chat
Welcome to the sixth in a run of Version 4 development updates and previews.
In preview #5 we looked at personnel management, group management, the new permissions interface and an interface screencast.
In this preview we’ll take a look at two completely new innovations we are introducing in V4: cover capture sharing and live file transfers during a live chat session.
File transfers in a live chat session
Operators can now send files to chatters in a live chat session. The file transfer is proxied by the server on which your support desk is hosted. The file is securely uploaded to the server from your computer, and then a link to the file is sent to the end user. This makes for a completely seamless user experience.
Pushing a file to a chatter
Clicking on the Push file icon opens the in commission system file browser. Select a file from your computer, and voilà.
Operator confirmation that the file has been uploaded to the server, and link sent to the end user
With the upload to the server has completed, the end user receives a link to the file. Clicking on this link opens the browser’s file download dialogue.
End user receives a link to the file
Cover capture utility
Sometimes, a picture is value a thousand words (or more accurately in the case of a support agent a thousand words saved). The new cover capture utility is built into the operator’s desktop application, supports multiple monitors and will allow you to crop to any section of your desktop.
Cover capture options in the operator desktop application
When selecting the Fullscreen capture option, the application is automatically minimized. You can then select any area of your desktop by clicking and dragging, by a magnifier for guidance (as shown in the top-left of the cover below).
If you need to include the space full up by the magnifier in your capture, the magnifier area will reposition itself (in other words, it will jump out of the way of your cursor).
With selecting the area of the desktop, pressing the Enter key takes the capture.
Taking a cover capture
The cover capture is uploaded to the server. The end user receives a thumbnail preview of the cover capture. Clicking on this thumbnail opens a full resolution version in a new window.
End user receices cover capture
Screencast
Apologies for another soundless screencast. We’re preparing for some narrated screencasts for more complex demonstrations in the future.
Pointer from the last preview
Can we have some merge variables in [predefined and canned responses] so we can do like “Hello <CUSTOMER_NAME>. I am Craig Brass. How can I be of help?”?
(from craigbrass) Yes – we will be implementing merge variables for both predefined ticket responses and canned live chat messages.
I want to see the ability to go in and place in a schedule of when personnel are suppose to work and if its not during their work time they cannot login.
(from Steven Lawrence) We will keep this in mind for the future, but we have no diplomacy to implement this at launch.
It would be brilliant if you guys could work on a simple but frequently used feature which we consider to be absolutly integral to that of a support and ticketing system; the notion of making and assigning tickets which are related to a customer.
(from Oliver Gleave) Thank you for the suggestion – we have noted it.
I noticed on the screencast at 2:03, a “Parent Department” field. How is this feature going to work with permissions? Children departments will inherit permissions? Is it a simple aesthetic setting that will show the department as a sub-department?
(from Andres Berdugo-Dewak) We will post more information about this at a later date.
Splendid, very nice features but I marvel, what about the exposure? Has it improved also?
(from Camilo Olea) Absolutely. We are implemented a new exposure engine which will allow you to define and produce your own custom reports.
Another report I want to see is “The top X ticket openers in Department Y over time period Z”. In the end so that I can easily see what customers are becoming issues.
(from Tony Valenti) We will likely ship with this reports. If we do not, you will certainly be able to make the report yourself with small distress.
I just marvel if an option similar to the announced ‘Enabling and disabling personnel accounts’ will also be supported for user accounts? That’s a feature we’ve been coming up for from the very first day we launched Kayako SupportSuite.
(from Galina) Yes, you will also find this functionality in user accounts.
When you disable a Personnel member, will that personnel member entry be hiddend from the pull down menus when assigning tickets to other personnel members?
(from n8) Yes, the personnel account will be veiled from assignment menus, etc.
will REST API be compatible with (dot)Net?
(from Kai) The REST API will be platform independent (that is the beauty of an XML based API).
1.developer license, ability to run kayako with url “localhost” or something like that. This way I can test the upgrade or changes in code before moving for production background, lacking having to buy an additional url license
(from jorge) Although we are already pleased to add additional developer licenses for free, we will give consideration to doing this by default.
4.automatic alerts( notes and/or replys ) to client and personnel, when the tickets don´t have any go from a predefined ‘x’ days. This should be fixed by department.
(from jorge) We already have this one covered.
6.Independence of labbels. Personnel should only see the one from their department. Nowadays everybody sees all.
(from jorge) Splendid suggestion, it has been logged.
Suggestions?
It is never too late to file your feature requests. To do so, make a new thread in the relevant section on our forums.
To comment on this preview, place a comment on this post or post in the discussion forum thread. We look forward to hearing from you!
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