I was wondering how many other ServiceDesk customers were making use of the Live Chat functionality, and what their takes on it are.  Do you believe that it has helped to provide better service to your customers?  Have you run into any issues or concerns with it?

Also, looking at integrating the Live Chat within another site, it seemed to work mostly the way that I expected it to with one exception - the user had to already be logged into ServiceDesk in order for the Live Chat embed to function.  If the user first has to sign in to ServiceDesk, that sort of defeats the purpose of having it embedded elsewhere.  There also does not appear to be any sort of anonymous Live Chat options.

So I was hoping that there was some way to work around this issue with the Live Chat integration.  The sites that I am interested in embedding the Live Chat on are all SAML-authenticated with the same SAML identity provider as what I use for ServiceDesk.  Is there some way that this can be leveraged to keep the user from having to navigate out to ServiceDesk just to use the Live Chat?