Connect Support chat without login

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Bradley Ross
Tera Guru

‎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?

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katiasuchkova
ServiceNow Employee
ServiceNow Employee

‎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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PrashantLearnIT
Giga Sage
In response to shwetajaiswal

‎04-20-2017 01:07 AM

Hi Shweta,


                                      Plugin is not available in Helsinki.


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prashantkumar_d
Giga Contributor
In response to katiasuchkova

‎03-17-2017 03:13 AM

Hi Katia,


                        This is not available in istanbul, please explain


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katiasuchkova
ServiceNow Employee
ServiceNow Employee
In response to prashantkumar_d

‎03-17-2017 10:54 AM

Hi Prashant, this is available in Istanbul.



Please enable Anonymous Connect Support plugin (com.glide.connect.anonymous_support) to take advantage of this functionality.



Best,


Katia


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PrashantLearnIT
Giga Sage
In response to katiasuchkova

‎03-18-2017 04:13 AM

Hi Katia,


                        Can you please provide me what is the URL to open Chat Window without authentication.


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Please appreciate the efforts of community contributors by marking the appropriate response as the correct answer and helpful. This may help other community users to follow the correct solution in the future.

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Prashant Kumar
ServiceNow Technical Architect


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katiasuchkova
ServiceNow Employee
ServiceNow Employee
In response to PrashantLearnIT

‎03-20-2017 09:01 AM

Hi Prashant,



Can you elaborate on your question, please? What URL are you looking for?


Once you enable com.glide.connect.anonymous_support the plugin you should be able to grab URL for any queue and append it to your site (entry point for end users).



Katia Suchkova | Senior Product Manager | Connect


ServiceNow | Work at Lightspeed


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