Connect Support chat without login

Bradley Ross · ‎03-30-2016

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?

katiasuchkova · ‎06-15-2016

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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katiasuchkova · ‎04-26-2017

Hi Prashant - if you or someone on your team are planning on attending Knowledge17, I would like to invite you to Connect Multi-customer meeting (SNUG-style).

This is going to be a great opportunity to connect with other customers who have implemented Connect, learn from their experience, share your pain points and impact our roadmap. The session is going to be led by me (Connect Product Manager) and our User Experience designer.

Please stop by to learn, provide feedback and learn what's coming soon.

These are the details:

When:	Wednesday, May 10, 2017 02:00 PM - 03:00 PM EDT (EDT)
Where:	Bayhill 25 (w/projection) - Hyatt Regency Lobby Level