Right - there are two chats at the moment: Agent to agent chat in the back end, where you install a chat server and it allows agents to chat with each other and include that chat in the ticket. There is no charge for this
BMC Chat/my-eService allows the automated answers as well as end user to agent chat; answers can come from the eService database and from RKM; users can also see their incidents and any major outage messages. On the backend, the agent has a chat console they are working in; chats can be monitored; you can pre-build standard Q&As to help the agents respond to users quickly and with standard language; when done, chats create incidents. All built on AR system. It does cost extra; not every organization will adopt it; but for those who are looking for something like this, it's a pretty sweet product. There's even the ability to translate the conversation in the chat window, if I remember right. Check it out; I haven't tried installing it myself yet, but do keep putting in support tickets and whatnot as you run into snags so we can anything unclear fixed up! Anne Brock Principal SC From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of laurent matheo Sent: Monday, February 04, 2013 11:49 AM To: [email protected] Subject: Re: BMC Chat 8.0.00 experience? ** Yep, and I have quite some troubles to make it work / install it properly (BMC Chat 8), hence the query to the experts there ;) On 04 Feb, 2013,at 08:34 PM, Jamie <[email protected]> wrote: BMC aquired my-service late last year and are re-marketing it as their chat solution with the help desk, which is different than the AR chat in 8.0 I believe. You can go to http://www.my-eservice.com/ to learn more about the eservice product. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
