+242
Under review

​GLPI native online helpdesk chat

Andrei Simoni 6 years ago updated by mathieu sizec 2 years ago 3

It would be interesting if GLPI has a native online chat system (independent of livehelperchat) that has queue support and some other functionalities like:

1 - allow the attendant to capture the client that is in the queue.

2 - return the client to the queue.

3 - transfer the client between different queues

4 - transfer the client to another attendant (ex-attendant1 answered the customer1 but finished the clerk's file1 then he transfers the client1 to the clerk2 that will give continuity in the client's service 1)

5 - be able to open a ticket by linking the chat conversation to the new ticket or linking a conversation to an existing ticket

6 - send attachments via chat

7 - At the end of the service the client responds a survey to evaluate the service performed by the chat attendant.

8 - allow the client to send the chat conversation to his own email in case he wants

Under review
+2

integrations with chat solutions like matrix / mattermost / rocketchat / slack / irc are indeed very interesting

+1

also gsuite or teams