The power of Chat in IT Support
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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.
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@Carnival-Boy said in The power of Chat in IT Support:
Do you use Freshdesk for that Breffni? I've been considering it.
We are using FreshDesk for ticketing for our consumer/customer service. It seems to be OK. We tried having it handle our call queues but the call quality/reliability was poor so we switched it back to our on-prem ShoreTel system using a PRI.
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@scottalanmiller said in The power of Chat in IT Support:
Can you go to Microsoft.com?
Any day of the week, no problems.
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@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
Can you go to Microsoft.com?
Any day of the week, no problems.
But MS makes software almost identical to Rocket.Chat. I'd complain that you didn't approve MS and AT&T has violated its own firewall policy!
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@scottalanmiller said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
Can you go to Microsoft.com?
Any day of the week, no problems.
But MS makes software almost identical to Rocket.Chat. I'd complain that you didn't approve MS and AT&T has violated its own firewall policy!
And that's why AT&T is bass ackwards for business solutions!
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@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
Can you go to Microsoft.com?
Any day of the week, no problems.
But MS makes software almost identical to Rocket.Chat. I'd complain that you didn't approve MS and AT&T has violated its own firewall policy!
And that's why AT&T is bass ackwards for business solutions!
tell them that you want your money back for not blocking even the most obvious IM platforms. They make Teams, Skype, Skype for Business. Heck, is AT&T blocking ANYTHING?
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Just the wrong things.
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@NerdyDad said in The power of Chat in IT Support:
Just the wrong things.
Maybe they block companies in Brazil? Worth picking up the phone as asking why they felt that a small Brazilian IM vendor should be blocked because "it's IM" when they don't even host IM, only offer software... but a giant US IM vendor is not blocked when they offer both software AND hosting of it? Logically, the US one should be blocked based on any logic that was used to block the Brazilian one. Never be afraid to accuse a company of overtly racist or nationalistic tactics, works like a charm (and legitimately, this isn't an okay thing to block like this.)
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@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
@NerdyDad said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
Can you go to Microsoft.com?
Any day of the week, no problems.
But MS makes software almost identical to Rocket.Chat. I'd complain that you didn't approve MS and AT&T has violated its own firewall policy!
And that's why AT&T is bass ackwards for
businesssolutions!FTFY
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@IRJ said in The power of Chat in IT Support:
@Breffni-Potter said in The power of Chat in IT Support:
Live chat is on a best effort basis but quite a few end users love it.
What do you use for you knowledge base backend?
Same software.
And whats great is I can have unlimited of everything, I only pay per user.
A company wants us to provide white label support? No problem. Whole new support desk created.
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@scottalanmiller said in The power of Chat in IT Support:
@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.
I did not realize it had this function. I will be looking into it now.
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@JaredBusch said in The power of Chat in IT Support:
@scottalanmiller said in The power of Chat in IT Support:
@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.
I did not realize it had this function. I will be looking into it now.
It's very nice. We build it into WordPress sites for example.
