The power of Chat in IT Support
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@bogdan.moldovan said in The power of Chat in IT Support:
@Tim_G OK, got your point and see its validity. But what about when you are servicing multiple, remote SMB customers with a team of 3+ support guys?
If it's your job to take chat support requests, then great. That's probably better than tickets if it's not too busy, or if people aren't waiting too long for chat support. Chat would be good for resolving issues right away in real-time on a one-on-one basis.
But if you need to do other things, or actively focus on other tasks without a lot of distraction, then at least to me, tickets make the most sense.
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@bogdan.moldovan said in The power of Chat in IT Support:
@Tim_G OK, got your point and see its validity. But what about when you are servicing multiple, remote SMB customers with a team of 3+ support guys?
We use Rocket.Chat. It's awesome.
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@scottalanmiller we are looking at it to integrate it with @axigen. Good product indeed!
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@scottalanmiller said in The power of Chat in IT Support:
@bogdan.moldovan said in The power of Chat in IT Support:
@Tim_G OK, got your point and see its validity. But what about when you are servicing multiple, remote SMB customers with a team of 3+ support guys?
We use Rocket.Chat. It's awesome.
For internal communicaiton. What about external with the clients.
That, I think, is the point of this thread. How useful is IM for the public facing side?
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We use skype extensively to chat as an organization and it's very valuable.
Having said that, Skype is a steaming turd after the last changes w/ account creation & management.
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@JaredBusch said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
@bogdan.moldovan said in The power of Chat in IT Support:
@Tim_G OK, got your point and see its validity. But what about when you are servicing multiple, remote SMB customers with a team of 3+ support guys?
We use Rocket.Chat. It's awesome.
For internal communicaiton. What about external with the clients.
That, I think, is the point of this thread. How useful is IM for the public facing side?
I would think it completely depends on your support model.
Do you have someone manning a desk for one-on-one chat support from start to issue resolved, creating a ticket to escalate it (to someone else, non-chat support tech or an engineer) if it can't be resolved in good time via chat?
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@JaredBusch @scottalanmiller uses the livechat feauture from rocket.chat for external customers.
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@bogdan.moldovan said in The power of Chat in IT Support:
@scottalanmiller we are looking at it to integrate it with @axigen. Good product indeed!
Oh that's awesome.
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@MattSpeller said in The power of Chat in IT Support:
We use skype extensively to chat as an organization and it's very valuable.
Having said that, Skype is a steaming turd after the last changes w/ account creation & management.
Skype for Business or regular Skype?
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@JaredBusch said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
@bogdan.moldovan said in The power of Chat in IT Support:
@Tim_G OK, got your point and see its validity. But what about when you are servicing multiple, remote SMB customers with a team of 3+ support guys?
We use Rocket.Chat. It's awesome.
For internal communicaiton. What about external with the clients.
That, I think, is the point of this thread. How useful is IM for the public facing side?
Rocket is great for that. It's external exposure for clients is quite powerful.
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@wrx7m said in The power of Chat in IT Support:
@MattSpeller said in The power of Chat in IT Support:
We use skype extensively to chat as an organization and it's very valuable.
Having said that, Skype is a steaming turd after the last changes w/ account creation & management.
Skype for Business or regular Skype?
Regular vanilla skype.
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We use Skype for Business. It works well for us, if people remember to sign into it and use it.
Can't check out Rocket.chat at work because of IM. I hate AT&T firewalls.
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@NerdyDad said in The power of Chat in IT Support:
We use Skype for Business. It works well for us, if people remember to sign into it and use it.
Can't check out Rocket.chat at work because of IM. I hate AT&T firewalls.
Umm... Can't check out Rocket Chat at work because of what?
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@NerdyDad said in The power of Chat in IT Support:
We use Skype for Business. It works well for us, if people remember to sign into it and use it.
Can't check out Rocket.chat at work because of IM. I hate AT&T firewalls.
IM?
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@dafyre said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
ROFL. You should talk to the IT guys about that.
I have, my boss. We're working iceberg slowly on getting away from AT&T's stupid firewalls. -
@NerdyDad said in The power of Chat in IT Support:
Rocket.Chat isn't an IM site. Looks like you have a sloppy firewall vendor. Time to look into something more robust. Rocket.Chat is an open source software company. Their product might be IM, but that site isn't. Can you go to Microsoft.com? Because if so, they have a conflict in how they do things that suggests bad things.
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@NerdyDad said in The power of Chat in IT Support:
@dafyre said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
ROFL. You should talk to the IT guys about that.
I have, my boss. We're working iceberg slowly on getting away from AT&T's stupid firewalls.How did AT&T get a firewall into your network chain? And how are they allowed to block your access?
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@scottalanmiller said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
@dafyre said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
ROFL. You should talk to the IT guys about that.
I have, my boss. We're working iceberg slowly on getting away from AT&T's stupid firewalls.How did AT&T get a firewall into your network chain? And how are they allowed to block your access?
These are decisions that were made before my time. Its like having a screen door on a submarine. Makes absolutely no sense. I cannot ensure that the network is secure.
A long time ago, my boss signed for services for AT&T to be our MPLS & firewall vendor and they put routers into our server rooms that we connect to. If we need something blocked, we have to raise a support ticket with AT&T to get that fixed. And, it can't be by FQDN. Has to be by IP address. He has to do it since he's the only authorized one to do it and it takes forever to get done, if it is done correctly the first time.
Its terrible, but its an uphill battle that I'm facing.
