We really appreciate the recent updates and additional granular configuration of the chat functionality.

We, as an organization, have fully embraced the efficiency and efficacy of 'templated' support, and it is has made our operation extremely efficient.  We would like to add chat functionality. The templates guide our Tier-1 technicians to solicit the required information from the request, primarily for service requests.

In order for us to truly use the chat function, we need to be able to create that request at the time the chat starts or somewhere in process, but not once the engagement is over.

I should also say that every call to the service desk results in a ticket. This ensures we are capturing all interactions and consumption of resources.

My suggestions are:

1)  Have the option to force the user to pick the service category prior to starting the chat.

2)  Rather than asking the user to choose the support group, allow SDP admins to configure the support group based on a combination of the user's site and the service category.

For example:  If a user from London picks the End User System service category, SDP assigns the UK T1 Support Group based on our configuration; if a user from California picks the same service category, they are automatically chatting with the USA T1 Support Group, again, based on our configuration; if any user from any site selects the Salesforce service category, they are assigned to the T2 Global Service Delivery Support Group.

3) Allow the technician to create the Incident or Service Request at any point in the chat so that our technicians can select the template and see the required fields that need to be completed so they can solicit that from the requester. Some requests require complex data fields that neither the T1 tech nor the requester can remember to ask for, so presenting the new request during the interaction allows them to pick the template and ask for the required fields.

4) Audible alert for a new chat request: Our support techs are looking at up to 6 monitors at any given time. Having an audible alert would be very helpful. (This is actually true of other notifications, like time Unpicked Timer > x, which we currently work around by sending an email and having our techs create an outlook rule to play a sound based on the criteria of the email.)

Thanks for hearing me out, and keep up the great product updates.

Sincerely,

Adam