Chat Support
To better support our end users methods of contacting us, we've introduced a chat support system. Because KACE does not currently have chat built in, we partnered with Bomgar chat, and transfer the Chat Transcript over to KACE's API which then creates a work order with the transcript. This is a dirty method with many limitations. Some of the limitations are: several fields can not be set when importing through API, i.e. categories and problem description.
Is there any hope that KACE would create its own integrated chat support module? When you contact Quest/KACE support, they have chat capability, why doesn't the K1000?
Thank you for your consideration.
Keith K
shared this idea
-
Keith K
commented
Simplehelp appears to have the same functionality and pricing as Bomgar. I don't consider this a true chat solution and I'd ask again for this item to be considered. We spend thousands of dollars annually to Bomgar for this function, if KACE would provide this I'd be willing to direct all of those dollars to you. Please don't let this idea die, I'm hopeful you all will continue to pursue a legitimate chat function in KACE.
When you contact Quest/KACE support, they have chat capability, why doesn't the K1000? Platforms such as Zendesk and Service now do have this functionality, why not KACE?
Thank you for your consideration.