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.