Needs good ticketing and live chat system
 

I need a good ticketing system and live chat system for x-cart . And customers should be able to rate the answers given by each of the customer service officers.

for example If a cs officer provides a very good answer/support , customers can give him/her rating of 5 for the chat session

Re: Needs good ticketing and live chat system
 

Ideally, I want it to have features listed below.


1. Customers can leave rating/feedback and comments on tickets and live chat session.

2. Live chat conversations is saved

3. Unlimited number of customer service personnels can use the live chat system concurrently.

4. Ability to create categories in live chat i.e. Sales , billing and customer service. If a customer choose billing , he/she will get forwarded to billing personnels

5. If a particular customer service personnel is busy with chat session, the waiting customer in queue get forwarded to other customer service personnel that is idle.

6. Tickets and live chat sessions are spread evenly among all customer service personnels ... to make ensure that ticket and live chat answerring tasks is evenly distributed. I don't want one cs personnel complain .. why do I always get the job to answer tickets/chat session but not the other guy/gal

Re: Needs good ticketing and live chat system
 

One of the better ticket and live chat systems that I've used is Kayako. I've had it for many many years at this point. I've never used it in conjunction with X-Cart, but I remember over the years various people integrating it and using loginshares and other features so that both the ticket & the store are integrated. There's a few threads here in the forum on that, and also some at Kayako too.

Re: Needs good ticketing and live chat system
 

From Altered Cart's developer:

http://www.gahela.com/

I do NOT have first hand use. I trust anything made by Bill B.

Re: Needs good ticketing and live chat system
 

The Gahela product that careperdiem refers to is outstanding. We have been using it for about 6 months or so and I love it!

Re: Needs good ticketing and live chat system
 

I agree, we use Gahela and it is AWESOME!

Re: Needs good ticketing and live chat system
 

We are using myEchat from myEcommerce.biz, it works real well, web based and its a software so no monthly charges.
Plus no limitations on # of operators or # of messages or any sort of limitations
and yes everything is saved and searchable, I mean wow, so many features for teh ridiculous price....

Re: Needs good ticketing and live chat system
 

www.craftysyntax.com is the best hands down.

Re: Needs good ticketing and live chat system
 

We use Livezilla. One operator is free to use. Gives good metrics. 3 operators only cost 139 euros. One off cost. Plus you get a 14 day unlimited trial. Easy to set up with xcart.