[SMarterTrack v13] Live Chat custom field ribbon scrolling up with chat.

Idea shared by Andreea Ostache - 6/7/2018 at 7:29 AM

Completed

Hello everyone,

We have a custom SmarterTrack build version 13.1.6690.28355*.

We need to label our interactions for reporting purposes. "The ribbon" in which our label custom field is displayed, scrolls up with the chat (I have attached two pictures below to depict what happens).

In our case, this resulted in a drastic increase in unlabeled chat interactions (even if you set a custom field to be required to close the chat, it doesn't work). The agent needs to remember to scroll up the chat to label their interaction (or select the custom fields tab) and that doesn't happen. In our previous version, this "ribbon" used to be static, just like the tabs at the top of the chat, making labeling a one-click-job, rather than a task with a few clicks in it and having to remember that you need to do it.

Is this a feature or a bug? Is there a setting somewhere that I am missing?

5 Replies

Reply to Thread

Andrew Barker Replied

6/11/2018 at 8:37 AM

Employee Post

The behavior of the custom fields ribbon is intentional. There is no setting to modify this behavior at this time.

As for requiring the custom fields, this is not intended to affect live chats. The "Required for Agents to close tickets" setting is specific to tickets.

Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com

Andreea Ostache Replied

6/13/2018 at 1:53 AM

Thank you for your reply Andrew!
Could you please guide me towards the steps I need to take to turn this into a feature request, considering we are already using a custom build?
Or perhaps there is a better way to implement labeling tickets and chats as well, into categories and issues for our reporting?