Connect Support chat without login

[Bradley Ross]

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?

[mrswann]

IN Geneva certainly I've seen the ability to assign chats to other queues very nicely

i understand the anonymous use case now, apologies I can offer no further assistance !

[Bradley Ross]

Thanks for helping me flesh out my question better. Hopefully someone with deeper knowledge in this area will swoop in later this evening and surprise us with an answer that this is possible.

[katiasuchkova · Accepted solution]

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!

[Bradley Ross]

That sounds great. Thanks for taking the time to respond! I'll watch for it later this year when Istanbul is released.

[shwetajaiswal]

is it possible in Helsinki?