State of Live Support

Steve smorrey at gmail.com
Mon Jan 21 12:45:33 MST 2008


Hmm thats interesting.

We actually used a Java based IRC interface for a community based
support channel.
I remember that worked out nicely.

However I'm not sure how you would escalate an issue to someone with
an IRC interface.
You couldn't just say "Ok now type /join escalations"

Sincerely,
Steve



On Jan 21, 2008 12:42 PM, Brandon Stout <bms at mscis.org> wrote:
> I've seen some companies use a web interface with irc.freenode.net, and
> a bot such as infobot for logging.
>
> Brandon Stout
> Stout Hosting LLC
>
>
> Steve wrote:
> > Hi everyone,
> >
> > I've got a client who is looking to add a live support option to his website.
> > He's willing to pay people that will take chats etc, but would preffer
> > a live support option that is fully open sourced, and prefferably
> > GPL'd
> >
> > Most of what I'm finding out there is either (a) Crap, or (b) Licensed per seat.
> >
> > A couple of must haves, would be auto chat logging, for manager review
> > as well as an escalation function in case the tech gets in over
> > his/her head and preferably fully rebrandable.
> >
> > Can anyone help me make any recommendations?
> >
> > Thanks in advance!
> >
> > Sincerely,
> > Steve
> >
>
> > /*
> > PLUG: http://plug.org, #utah on irc.freenode.net
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>
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