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‎03-30-2016 01:10 PM
We recently implemented the support chat function in Fuji. It is working well for us and I wish we'd done it years ago! We're looking towards implementing the newer version of Connect Chat in Geneva.
Now that we're in production, we're getting asked if we can use the same tool to field support chats for our campus operators. With this audience, the large percentage of people they talk to won't have accounts on our system. Can I configure chat so that "callers" can be anonymous?
Solved! Go to Solution.
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‎06-15-2016 11:59 AM
Hi Bradley - this is a very valid use case (particular in the educational sector) and I am excited to let you know this feature is going to be available in Istanbul. An anonymous user will be able to enter any service desk queue without having to have an authenticated SNOW account. They will be required though to enter their name, email, issue type (those fileds are configurable and your admin will be able to change them) before a user enters a queue. I hope that helps!
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‎03-30-2016 02:23 PM
create a guest login?
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‎03-30-2016 02:27 PM
Can you think of a way to automatically log in a guest user with a guest account without the side effect of all guest users having access to other guest users' chat sessions? After playing around with this, we're starting to suspect we'll need to use a different chat tool for this audience with explicit support for unauthenticated users.
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‎03-30-2016 02:30 PM
GGood point ref history - perhaps a business rule could clear down on closure, still problematic for any concurrent scenarios
why won't they have accounts?
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‎03-30-2016 02:34 PM
We're thinking of putting this chat on the university's homepage. That means we'll get requests from people with no formal affiliation with the university who want to know about sports schedules or fine arts productions. We want that transaction to be frictionless. It is pretty easy with other chat tools I've used as a customer. We thought it would be cool to use ServiceNow for this purpose so that we can easily transfer callers to the IT Service Desk if they have a technical question that the Campus Operators can't resolve. Now that I'm paying with the chat tool more, I'm not sure I see a way to transfer a chat between support groups easily. But the more fundamental question is about getting the anonymous user into the chat system in the first place.
