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Chat App – The ability to utilize chat functionality in the Cireson Portal

Kinda like Lync/Skype for Business (S4B) but better...
18 votes

Submitted · Last Updated

Comments

  • Judy_VernonJudy_Vernon Customer IT Monkey ✭
    We have multiple user-community requests for a web chat feature.  We vote YES.
  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    Integration of SFB would be even better - especially if it shows the presence "bubbles" with the current employee status.
  • Mathias_VandendriessMathias_Vandendriess Customer Adept IT Monkey ✭✭
    This feature gets my vote too!
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    Yeap Skype integration like in SharePoint.
  • Conner_WoodConner_Wood Customer Advanced IT Monkey ✭✭✭
    It would be amazing for Analysts to see all the end user accounts logged in, and can then send them a message!  Obviously I vote yes for an internal chat dependant on the CiresonDB, however if messages are getting stored in the CiresonDB then obviously input must be sanitized against SQL Injection Attacks, as in, whatever string input is given, it is added to a SQL statement via SQL parameters.

    "The only proven way to protect a web site from SQL injection attacks, is to use SQL parameters." - w3schools

    Also when retrieving stored input from a database would need to be looked at carefully when displaying it on the website, y'know, formatting it correctly by escaping characters like '<' and '>' in said string (but Cireson should already be doing that part when displaying the title, description, and comments of a ticket).
  • Cindy_BoyerCindy_Boyer Customer IT Monkey ✭
    I vote yes as well.
  • chelsea_alonsochelsea_alonso Customer IT Monkey ✭
    A co-worker and I were discussing how cool it would be if there was Slack type functionality that we could tie into the portal. Our vision was something like making "Team Chat" functionality for the various support groups to be able to coordinate their work. The chat would indicate inbound tickets and possibly have commands like "!IR456123 mine" would assign a ticket to themselves and other similar tasks. 

    Even if it isn't that extravagant, I totally vote for chat functionality. 
  • Cindy_ShetlerCindy_Shetler Customer IT Monkey ✭
    We have many requests for web chat in our organization.  We  vote yes
  • Gary_HerberGary_Herber Customer IT Monkey ✭
    Yes.
  • Billy_WilsonBilly_Wilson Cireson Solution Architect Advanced IT Monkey ✭✭✭
    So the functionality for a Cireson Chat App that we are considering at this point would be as follows:
    • Exclusively integrated with the Cireson Portal. No dependency or integration with Skype for Business (we already have an app for that).
    • End User initiates a chat to an Analyst from various points in the Self Service Portal ("Need help now?")
    • Chat requests are queued and assigned Analysts are notified when a chat is requested (pop-up, email, etc). Multiple queues (Support Groups) can be supported and Analysts can be assigned (or sign into) multiple queues.
    • Analyst side of chat session includes End User Info
    • End User side of chat session shows queue connected to, configurable header info (chat availability hours?) and Analyst can be set to anonymous or named by Admin
    • Chat content can be attached to existing Work Item as Action Log or attachment
    • Chat session can generate a new Incident, Service Request, etc. Work Item form (either from scratch or using templates) where End User = Affected User, queue = Support Group, Analyst is default Assigned User, Source is Chat App, and content could be either Description, Action Log, or attachment. Analyst fills out the rest
    So the question on the table is would this be something you would be interested in? As with our other apps, functionality and features would grow over time but we would most likely begin with the listed functionality only.

    If you consider such an application a must have, please vote up this thread so we can measure interest.

    Thanks.
  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    Hi @Billy_Wilson, it's great to see that Cireson is looking into this, however, the lack of SFB status bubbles in the portal and the inability for the portal to interact well with SFB is not helpful. From my perspective it's hard to justify yet another interface to deal with when we already have SFB. 

    Since most modern enterprises are utilizing SFB, is there going to be an effort to improve that product offering from Cireson as well?
  • Billy_WilsonBilly_Wilson Cireson Solution Architect Advanced IT Monkey ✭✭✭
    Great feedback Jonathan! SFB WebChat is one of the avenues we are looking into as a way to go. We are looking to see if it can be used to fulfill the requirements above. Right now we are trying to gauge the appetite for an ITSM integrated web chat app in general.

    As to the SFB Status Bubbles in the Portal, I'll see where we are at on that.

    Thanks for your input.
  • Cindy_ShetlerCindy_Shetler Customer IT Monkey ✭
    We see a lot of value in this.  We would be in favor of SFB Web chat.  Integrating to ITSM is important to us.
  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    Thanks @Billy_Wilson, glad to see that SFB Web is being considered with this functionality. Looking forward to seeing what your team comes up with!
  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    Second to @Jonathan_Boles and @Cindy_Shetler, I'm in favor of building out the Skype functionality rather than a wholly new "thing" which requires its own training, shift in user experience (analyst and end user), etc.
  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Agreed with everyone but as a two step solution.
    One to show presence information in the portal with the ability to kick of an IM session.
    Two to add a feature to SfB app that you can add the conversation to the action log of the request.
  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    For anyone that may have missed it, I put in a request for SFB status bubbles way back when - it's gotten some traction but still needs some love to get it higher on the wish list - https://community.cireson.com/discussion/461/allow-skype-for-business-office-365-presence-bubbles-to-appear-in-cireson-portal#latest
  • Sean_TerrySean_Terry Customer Advanced IT Monkey ✭✭✭
    So the functionality for a Cireson Chat App that we are considering at this point would be as follows:
    • Exclusively integrated with the Cireson Portal. No dependency or integration with Skype for Business (we already have an app for that).
    • End User initiates a chat to an Analyst from various points in the Self Service Portal ("Need help now?")
    • Chat requests are queued and assigned Analysts are notified when a chat is requested (pop-up, email, etc). Multiple queues (Support Groups) can be supported and Analysts can be assigned (or sign into) multiple queues.
    • Analyst side of chat session includes End User Info
    • End User side of chat session shows queue connected to, configurable header info (chat availability hours?) and Analyst can be set to anonymous or named by Admin
    • Chat content can be attached to existing Work Item as Action Log or attachment
    • Chat session can generate a new Incident, Service Request, etc. Work Item form (either from scratch or using templates) where End User = Affected User, queue = Support Group, Analyst is default Assigned User, Source is Chat App, and content could be either Description, Action Log, or attachment. Analyst fills out the rest
    So the question on the table is would this be something you would be interested in? As with our other apps, functionality and features would grow over time but we would most likely begin with the listed functionality only.

    If you consider such an application a must have, please vote up this thread so we can measure interest.

    Thanks.
    This would be great for us!
  • Eric_KrasnerEric_Krasner Customer Advanced IT Monkey ✭✭✭
    Would love this
  • Billy_WilsonBilly_Wilson Cireson Solution Architect Advanced IT Monkey ✭✭✭
    Great feedback! Vote it up!
  • ScottScott Member IT Monkey ✭
    Great idea
  • Stephen_CranfieldStephen_Cranfield Customer IT Monkey ✭
    This would be a great addition to your products.  It would have a big impact on the way support is handled .   
  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    We've been taking a look at the LiveChat offering in demo form (same one that's being used on the cireson.com website). It integrates with the Cireson Portal very well from what I've seen thus far. If the chat solution is not going to integrate with SFB would love to see it have some of the same feature set as LiveChat - especially the ability to monitor what page the user is on and able to send the end user a message after they've been on the portal for a set period of time.
  • Kathy_HustKathy_Hust Customer IT Monkey ✭
    Great Idea.
  • Conner_WoodConner_Wood Customer Advanced IT Monkey ✭✭✭
    Ohhh, How the old ideas fade away!
  • Luke_SLuke_S Customer IT Monkey ✭
    Great idea - we would love to see this feature introduced.  Does the dev team have any updates to share?
  • Charles_BurtonCharles_Burton Customer IT Monkey ✭
    Chat feature would be a significant benefit to connecting better with customers using the Service Portal. I see that the Skype integration was stated as not an option but I do see it on the roadmap as a potential for future. We would utilize either one but Skype/O365/Teams integration is preferred for this customer as it fits into our future plans for our organization.
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