Live Chat integrated in Freshdesk

Appreciate the feedback Luke, would have been nice coming from Freshdesk though.

Hey guys,

Extremely sorry for the long delay in updates and not meeting up to the set ETAs. But I'm sure you all understand that sometimes unexpected challenges come up in the way and cause delays. As you all know, we've been testing our chat in our website and with select customers. As some of our customers had mentioned, the chat definitely looks promising. Minor tweaks are to be done. We'll be rolling it out as soon as possible and I'm sure it would meet up to your expectations and would be worth the wait. 

Again, I'm really sorry about the delay in updates.

Gayathri 

We are super stoked for this chat feature - it will be a huge help for us and should save significant time categorizing, organizing, and managing our current chats (which come in as emails before being assigned to the original agent and marked as a chat). 

Very excited! 

I am interested in the chat beta. I currently am using LAdesk and have a trial with Freshdesk. I would like to try out the chat beta before making a complete jump to freshdesk. So far I am liking Freshdesk but there are some features missing that I currently have with LAdeska and chat is one of them. Can you send me an invite for the chat beta please.

Hey Frank, 

      The invitation for beta has been sent to you by mail :) And please note, FreshChat is a feature that will be available only for our Garden and Estate plans. 

Please let me know if there is anything else we could help you out with :)

Regards, 

Muthu

Hello, I'm running Estate,  I'd like to try the beta too. Thanks!

Could I have an invite as well please?

URL: host4geeks.freshdesk.com

Typical, I requested beta testing months ago, but I'm guessing freshdesk isn't interested in my request since I'm already a PAYING customer , well thanks very much... maybe i should just go ahead and cancel my garden plan and then do as frankic done ( 5 posts above ) , you get a faster response as a "would be customer"

Thanks very much Freshdesk

This is not good... :(

Folks, I cannot sign this current bad attitude here. I am also a paying customer and I always get a response at least during the next 12h after I opened the ticket. Most of the time during the next two hours. Using email, skype and even phone calls. They're all very helpful and extremely communicative. Don't forget there are people AND business plans behind it. I am really sure, they've their reasons why things happen the way they do now. I fully rely on them!

+1 Jochen - As software developers ourselves I can understand that there is more behind the scenes than meets the eye in the forums, especially where competing interests in a roadmap are concerned. Nothing would disrupt our support department more than an unreliable chat function. Better they get it right even if it takes another 6 months. I have found our account manager very accessible including voice and skype chats that have been organised to continue to let us get the most from Freshdesk. We have significant integrations that we have been able to achieve with relative little roadblocks. 

Looking forward to the chat release when it is at a General Release stage ready for the big time.

Hey guys,

Really sorry about the delays. The performance/stability issues that are delaying our general release also prevents us from expanding our beta list too quickly. We are doing it in small batches, so as to make sure we are not causing any major slowdowns to your Freshdesk experience. 

Having said that, please do confirm if you would still like to test out the chat feature at the risk of a few bugs - I will add you to the beta list and get it enabled for you at the earliest.

Thank you so much for your patience and support.

Confirmed - we are definitely willing to handle a couple bugs. 

I'd love to help beta test this software as well. Thanks for the great product freshdesk team! 

Great! I will keep you posted. It might take a few days to set you up with it.

Hi guys - chat has been enabled for those of you who confirmed with me that you will brave the bugs :) Thank you so much for your patience, and do send us your feedback to support@freshdesk.com

I would like to add a feature request to the live chat.

- We don't want it enabled all the time for all customers.... sometimes we need to hold a customer at arms length for a period while we get the answers or the correct team member to advise. Chat would not be something we want to give that ticket as it would give the customer a direct way to ask and expect an immediate answer

Our preference

To be able to selectively activate the chat option in individual tickets. To work like this, for example:

- Ticket reaches a point where we feel it will be more efficient to chat with this customer.

- We click an "activate chat and send" button which then authorizes chat on that ticket, creates a coded URL and emails that URL to customer in notification

- Customer can click link to be taken to ticket, where he finds that chat is enabled.

- We can have disussion

- After time that we feel chat is no longer useful, we can click a button to turn that off

So, customer gets the opportunity to chat only when we feel it's useful and authorize that interaction.

Maybe when "turning on" for customer, agent can choose which agents/groups this customer is authorized to chat with... for example, if only one agent is familiar with situation, then that agent could limit the chat opportunity to only be active when he/she is online... and only that agent could enter the chat with the customer.

Thanks, and looking forward to what you guys have cookin' 

:)

Good stuff Mike, these suggestions have my vote!

Live chat is the only feature that's on my way to become a freshdesk customer. I'm an eCommerce merchant and my priorities are live chat > phone call > support ticket.

I am sure this applies for all eCommerce sites. Strange that freshdesk didn't come up with a stable solution yet. Could you please elaborate on what possible bugs we will be facing in case we use live chat. Secondly, with which plan live chat will be available?

I'd be happy to give it a shot.

@ M.Verstegen - Unfortunately, we do not have an integration with Live Chat Inc. We do have integrations with Olark, SnapEngage, etc and have our own live chat feature in beta currently

@Chirag - We are smoothing out some slowness in our chat servers currently, there are no other major bugs. If that works for you, do set up a trial account and let me know ur account name. I will add you to the chat beta. Once its released, live chat will be available in the Garden and Estate plans at no additional cost.