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Better live help module integration into admin area

CDJ HOSTING shared this idea 5 years ago
Under Consideration

The current module integration requires a separate login in an ambiguous location that should never be accessed by the internet. not even our support staff.

A better integration would see the live help admin side only accessible from the admin area of whmcs its already doing this very same thing for the client side so I see no reason the admin side should be any different.

This would work because the primary admin gets all the nuts and bolts of the integration and configurations and the support staff simply get the chat functionality and basic management of their chat settings.

I would also like to see major progress on the integration to allow for transferring of a chat to a ticket from the integration.

Currently the admin can open a ticket b they have to transfer themselves to the whmcs system from the live help system, keeping open two windows to copy the information over to the clients new ticket that they have just created.

In a complete integration there would only be one window open and that is the whmcs admin area and all management of the clients data can then be managed from one location.

I have to conclude that the current integration is incomplete

Comments (6)

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Hi,

I too think that the current version is not good enough.

The main problems are:

The chat transcript ticket is automatically created whenever the chat is closed properly in either operator’s or visitor’s end, assuming that the visitor is logged into their WHMCS client account.

Just to clarify, the chat transcript ticket is only created if the WHMCS client it logged into their client account. If the client requesting a chat isn’t logged into their WHMCS client account then no chat transcript ticket is created.

So you cannot use this chat outside if WHMCS client site.

We have few sites in our company in which we advertise our products - we cannot use the chat in those since there is no login to WHMCS.

Another example - what about potential clients? there is no user account for them to log in - but we want to chat with them and log it in WHMCS as not registered clients.

There is a manual option to email the chat transcript to your offline email address so you have a copy - but this is a manual operation and the ticket is not associate with a registered client.let's say that an existing client chat with us - but without log in to his WHMCS cleint site - the ticket will be opened on a not registered client...

Moreover the ticket logging is working only for registered clients, it cannot log the chat transcript to the WHMCS on a not registered client (in WHMCS there is an option to open tickets on not registered clients).

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We need a fully integrated chat that is managed from the regular admin site (not a different admin program). that will log as tickets all the chat transcripts as tickets in WHMCS, if it's a registered client - he should be able to log in to the chat system directly(with the same username and password as in the WHMCS) and not only to the client site of WHMCS - and the ticket should be log with his information.

If it's a unregistered client the chat transcript should be logged as a ticket of not registered clients - the same as WHMCS allows it.

What do you think?

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ramf wrote:

Hi,

I too think that the current version is not good enough.

The main problems are:

The chat transcript ticket is automatically created whenever the chat is closed properly in either operator’s or visitor’s end, assuming that the visitor is logged into their WHMCS client account.

Just to clarify, the chat transcript ticket is only created if the WHMCS client it logged into their client account. If the client requesting a chat isn’t logged into their WHMCS client account then no chat transcript ticket is created.

So you cannot use this chat outside if WHMCS client site.

We have few sites in our company in which we advertise our products - we cannot use the chat in those since there is no login to WHMCS.

Another example - what about potential clients? there is no user account for them to log in - but we want to chat with them and log it in WHMCS as not registered clients.

There is a manual option to email the chat transcript to your offline email address so you have a copy - but this is a manual operation and the ticket is not associate with a registered client.let's say that an existing client chat with us - but without log in to his WHMCS cleint site - the ticket will be opened on a not registered client...

Moreover the ticket logging is working only for registered clients, it cannot log the chat transcript to the WHMCS on a not registered client (in WHMCS there is an option to open tickets on not registered clients).

-------------------------------

We need a fully integrated chat that is managed from the regular admin site (not a different admin program). that will log as tickets all the chat transcripts as tickets in WHMCS, if it's a registered client - he should be able to log in to the chat system directly(with the same username and password as in the WHMCS) and not only to the client site of WHMCS - and the ticket should be log with his information.

If it's a unregistered client the chat transcript should be logged as a ticket of not registered clients - the same as WHMCS allows it.

What do you think?

The thinks you mention sound like something that needs bringing up with star develop not whmcs, as they are the developers of the chat software. Although i cant be 100% sure on exactly who does the work on the whmcs integration side, whether whmcs tell them what they need and get back a workable product or whmcs do their own integration work. maybe you should raise a ticket with your concerns and see what comes of it.

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Hi,

Actually i did contact them directly.

Although i think that since this is an addon that WHMCS advertise and it's clearly stated that the Chat Addon is developed in partnership with Stardevelop - this should be something that WHMCS can help fix...

The final answer from Stardevelop is:

"The feature you require if not something that we currently support in Live Help, we may however add this in a future release or update to Live Help"

I think that The solution is to let the customer to log in with his username and password of the WHMCS client area directly to the chat, so even if the chat is used in another site - the customer will be able to log in and then the chat transcript will be open as a ticket in WHMCS with the customer info. and if the customer don't have a user for WHMCS so he cannot log in to the chat - his chat transcript will be open as a ticket in WHMCS as a not registered client.

But Stardevelop answered:

I am not sure this is the best solution as many people may be discouraged by having to login with their client account when accessing the Live Chat system. We would need to think through this further and try come up with a better solution. We may include this as an option in a future release."

So the bottom line is that:

1. the chat is not fully integrated to the admin area.

2. We can use that chat only in the client area of WHMCS and after the client logged in to his user account there (if we want the chat to be integrated to the WHMCS tickets).

This is not so good news.

Hopefully WHMCS with Stardevelop will make the next version better, with fully integrated to WHMCS admin and with a mechanism that will allow users to log in to the chat on other sites and that the ticket will be open in WHMCS accordingly for registered users and unregistered.

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So build your website around the whmcs intallation? i see no cause for concern in that respect, As for unregistered clients chats to tickets i see no reason for that part the handling agent should be opening a ticket if its warranted, other than that i cant see a reason to do it, do you really want your ticket system flooded with unregistered visitors tickets every time they have a chat? so in that aspect i feel the integration on the front end is fine.

The admin side is my request because its a double login process that could be handled so much better simply by integrating it into the whmcs admin area. Of course its not a matter of huge concern, if it was this request would have been upvoted by many more. i am actually surprised that it isnt.

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Support live help with mac version

http://livehelp.stardevelop.com/mac.htm

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I understand that stardevelop is in a partnership with WHMCS, but many use an unrelated live help system that isn't as tightly integrated, which means to those of us doing so this is not a beneficial time spend for WHMCS development.

Perhaps instead WHMCS should simply work to allow API calls as necessary for *any* third party live chat system to integrate smoothly.