Hi folks,

I love the constant improvements to SDP. The product has come such a long way.

I'd love some additional functionality to the chat feature. I do realize that you are adding support for third-party chat systems, but we love having everything in one place inside of SDP.

Here are my ideas:

If someone requires our assistance, we raise a request. One of the strengths of SDP is that when the requester is populated in a request, one has a complete view of the requester and their history. For example, I see which site they are contacting me from, I can use Actions to look at all their previous requests, I can check their call-back number in case we are disconnected.

Presently, Chat only allows you to populate the request after the request is closed. (Our work-around is to use one screen for chat and another for the request.) It would be super if the chat raised the request and populated the requester. Also, our templates prompt our technicians to get specific information for our T3 or T4 teams, so we need that request created while we are chatting.

We would love the option, on a per-technician basis, to have a nice, loud audible alert when someone comes into the chat room.

For the most part, we have a single-point-of-contact support model, so the only group we want our requesters to chat with are our members of the Service Desk, so we would like to eliminate the option to pick a group. We would still like to be able to transfer the chat to the higher tiered group, but we don't want the requesters to be able to select those groups.

Additionally, there are a couple of groups that support specific functions, and we would like to be able to enable chat support for that group to specific users, groups, or sites. (Also, in a few scenarios we have a geographically specific support team. So, for example, for customers in Mumbai, we might want them only to be able to reach out to the Mumbai Help Desk (again, giving them no visible option to do otherwise).

We would like to be able to assign chat hours so that the user can see when we are available for chat and, when we are not, disable the feature and point them at the service catalog.

Thanks for hearing me out. Keep up the great work.

Sincerely,

Adam