Forums & Blog

The chat process needs to be significantly refined. Currently, when a visitor starts a chat session, the system immediately assigns the visitor to an available agent. It immediately displays the agents welcome message (eg: This is Kevin. How can I assist you). The problem is, I have not actually accepted...

Just installed the lastest build (3021). Since then, I can login, but I cannot get the Agent Interface option. This problem exists regardless of what account I use, include the admin account!

More of a "nit" than anything else. If you have a lot of tickets and you need to do cleanup, you can use the checkboxes to check multiple, then close them. However, a normal process would be to click the message row, so you can read the message, then click the checkbox if you will want perform...

Hi, ST: Just a quick note with Build 3003, the reply display popup window is not quite right. Appears to be a <BR> or something that cause a blank space between the button bar and the entry area. Just so you know... Any word on next build?

SmarterTrack isn't importing all of the initial email. When you click view raw, it shows youall of the original text, but in most cases this is littered with markup, and virtually unreadable. I realize the nesecity of having the importer only import the most recent top communication so you don't...

I have rolled back to build 2998 for the following reasons: 1. Anonymous users cannot add new tickets 2. Reply windows formatting issues 3. SQL Upgrade Script errors The major issue, in my opinion, is that no matter what I attempted, it was not possible to enter a new ticket at the portal unless you...

The option is shown on the portal, however, when you click on it nothing happens :(

Installed build 3009. Since that time, it is not possible for an anonymous user to start a ticket, even though the permissions for the departments are set to allow new tickets. The option for "Tickets" under the department appears to be implement in reverse of the option. If I am logged in...

I have noted on numerous occassions that two things are NOT occurring when a customer reply to a ticket is received: The ticket idle time is not updating. I have a ticket I replied to, but left open, on 3/8. I just got a reply from the customer and the idle time is still showing 8 days+. Also, the ticket...

If, instead of clicking on the ticket reply icon, you click on the "Quote Email", it opens the ticket reply window appropriate. When you send the reply, however, the window does not close, but instead displays the agent interface.