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- Re-state any next steps (e.g. I'll create a ticket for this issue and someone will follow up), and ask customer if there is anything else to assist them with and if they are satisfied.
- Type !end or close the chat window, triggering an offering of sending the transcript and a satisfaction survey to be sent to the customer
- If a follow up support ticket needs to be created type !jsd to automatically create a service desk ticket with a link to the transcript from the chat
- Navigate to Service Desk and find the service desk ticket created
- Subject Line:
- Update the ticket subject line to be relevant to the question asked in the ticket
- Description:
- Update description to describe conversation and request
- Update "Job URL" with "The visitor was on this page:" value
- Phone Number: If phone number is provided, update in ticket
- Assignee:
- Assign ticket to appropriate Sighten team member
If a user leaves the page before you can create a ticket:
Sometimes you will need to create a ticket for follow-up, but the user will leave the page before you've been able to input the "!jsd" command:
In that case, you will need to email a copy of the transcript. Click on the transcript link:
The transcript will open. Near the top, click "Options" → "Email" and email the transcript to "support@sighten.io".
In the Jira Support queue, find the ticket that was created. Cut and paste the description (the transcript) into an internal comment. Copy the transcript URL and also add it as an internal comment. Edit subject, ticket type, reporter, and company as appropriate for the ticket. Then assign as normal.
Offline Chats
During times where no agents are available to chat, users will still see the chat box. The language and icon will indicate that the help will be email support, and when they open the chat box, they will be able to navigate directly to the knowledge base or submit their information, a question, and submit an email that will be emailed directly to the support@sighten.io email to create a normal support ticket.
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