[SMarterTrack v13] Live Chat custom field ribbon scrolling up with chat.
Idea shared by Andreea Ostache - June 7 at 7:29 AM
Under Consideration
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?
 
 

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Andrew Barker Replied
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.
(877) 357-6278
www.smartertools.com

0
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?
0
Andrew Barker Replied
Employee Post
I have gone ahead and changed the thread type to Idea. We will keep an eye on this thread to try to gauge community interest.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Thank you very much Andrew!

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