The Live Support plugin of i-net HelpDesk offers the integration of the communication with a customer directly via the company portals or website. For this purpose a Javascript of is loaded into the corresponding page.

The i-net HelpDesk now provides an additional window with a kind of chat. Visitors to the site can use this window to contact the support team without having to register.

Supporters of the i-net HelpDesk are made aware of a new Live Support ticket in the tickets application in the corresponding view and can edit it there. The editing steps are displayed to the visitor as communication.

By means of Configuration, it is possible to specify which information is required from the visitor for the contact and how the Live Support window is displayed. In addition, it can be set here whether a support request should be dispatched to a specific resource, so that only certain employees can take care of this request. When the AI plugin is installed and enabled, Live Support can use the Chat Bot to answer visitors first based on the knowledge base, with the option to hand over to a human supporter; see Live Support AI.

In the Programmer's Guide you can find information on how to integrate the Live Support window on a web page and what options are available for customization.

Live Support requests are no ordinary tickets. Supporters can only execute a limited set of ticket actions on them. It is, however, possible to convert a Live Support request into a Ticket at the end of the communication with the end user. Therefore the supporter can either use the Button Finish and convert to Ticket during the Live Support request or the Button Convert to Ticket once the request was finished.

A Live Support request has no owner attached by default. Supporters can assign an owner by editing the ticket fields at any time. This assignment has no visible effect to the end user.

The upside of converting a Live Support request into a ticket is, that supporters now have the conversation available with ordinary ticket actions, e.g. for follow ups.

Presence detection allows the Live Support dialog to be displayed only at certain times, and to issue a notice to the user if no supporter is currently in the system.

Once a Live Support request is made, a notification is sent to all responsible supporters. This is done by using the write permission to the resource where the request is placed. If the request is not dispatched into any resource, dispatchers can also handle this request.

Further instructions can be found in the programming guide.

When the AI plugin is loaded and Use Live Support with AI is enabled in configuration, new Live Support chats are handled first by the Chat Bot. The Chat Bot uses the knowledge base as context to answer visitor questions in plain language. If the Chat Bot cannot help or the visitor requests a human, a supporter can take over the ticket; the Tickets application provides a Live Support (AI) view for tickets currently handled by the Chat Bot.

Configuration and behavior are described in Live Support AI.

In most cases the following requirements have to be considered - in the programming guide these are discussed specifically:

• An additional JavaScript must be included on the web page where the live support is to be displayed.
• It is mandatory that the browser of the website visitor has access to areas of the i-net HelpDesk server.
• Both the website and the i-net HelpDesk server must be secured by HTTPS connection.