Back to Community Threads
1
Live Chat ("Leave a Message") Not Working
Problem reported by Ben Santiardo - 7/20/2015 at 9:46 AM
Resolved
Maybe I am setting up my system incorrectly...but I think it might be a bug.
 
When all Agents have logged off the system, the "Chat" tab goes gray and says "Leave a Message" which is expected. Problem is that if I click on "Leave a Message" nothing happens. I verified this in Chrome and MSIE. 
____________________________________
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES

6 Replies

Reply to Thread
0
User Replied
7/20/2015 at 1:27 PM
Hello Ben,
Seems to be working on my local install. Is this the default chat tab? when you click it and nothing happens, can you right click, and inspect element to check for javascript errors? If this is not a default chat tab and its a custom live chat link. Go to settings -> live chat -> live chat links and click on yours. click over to the 'live chat offline' tab and check the details to ensure they are valid.
0
Ben Santiardo Replied
7/21/2015 at 6:50 AM
Ashley,

This is the default live chat tab, no modifications have been made to it. I tested in both Chrome and MSIE, neither browser seems to report any JavaScript errors. Clicking the tab simply causes the page to blink while it refreshes, but nothing happens.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
0
User Replied
7/21/2015 at 8:15 AM
Hmm, i am not seeing this issue. I can't help much in community. May want to contact support on the issue?
0
Ben Santiardo Replied
7/23/2015 at 5:47 AM
Apparently this was an issue in v11.0.5661... Once I upgraded to v11.1.5668 this particular problem resolved itself.
 
UPDATE:
 
I was wrong. The problem still exists, but I narrowed down the cause. It only happens when a customer is not logged in. If they are a "guest" on the portal, clicking on the "Leave a Message" tab just cause the page to refresh (ie: blink). Nothing else happens. If the customer logs into the portal, then clicking on "Leave a Message" works as expected.
 
I checked and I have "New Tickets in Portal" set to "All Users". However I don't believe that this setting should effect anything.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
0
User Replied
7/23/2015 at 8:07 AM
Hello Ben,
Check Settings -> Brands -> Permission Tab -> View Ticket Requires
0
Ben Santiardo Replied
7/23/2015 at 8:17 AM
Ashley,

Thank you. Changing that setting to "All Users" fixed the issue...however I think there is an underlying logic confusion of how the system is expected to work.

I would expect that "Live Chat" and "Leave a Message" tabs would not appear at all if the current user doesn't meet the requirements. So if "View Ticket Requires" is set to "Registered Users", then I would expect that a GUEST user to the portal would not even be given the "Leave a Message" tab at all. Same for "Live Chat", if the currently visiting user doesn't meet the requirements, then I would expect that the tab is not even available/visible to that user.

UPDATE:
I see that this behavior is actually being addressed in my other BUG post. Thank you again!
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
Back to Community Threads

Reply to Thread

Related Knowledge Base Articles

SmarterTrack/WHMCS Addon ModuleUtilities and Conversion Tools
Ticket and Live Chat Distribution SettingsSmarterTrack > Department/Group Configuration and Management
SmarterTrack and jQuery Compatibility IssuesSmarterTrack > Troubleshooting
SmarterTools Licensing InformationGeneral Topics
Create Default Messages to Customers at the Beginning and End of Live ChatsSmarterTrack > Installation and Configuration