Does anyone know of a web based help desk that relies on conference or multi user chat windows instead of trouble ticket forms?
Here is what I envision:
When a customer needs help, he ends up in a chat window just for his issue(there would be multiple chat windows). He/she would type in his issue and wait for a response.
Our staff of five (located in different offices) would all need to be part of the chat. Any of the five could offer the help needed and confer with both the customer and each other.
This chat window would need to be for a single issue (just like a trouble ticket) and would stay a active chat window until resolved ( or postponed for another day).
If any of the support staff has nothing to offer, he could close out his chat window and let the issue be handled by the others.
In effect, each of the staff would always have several chat windows opened at any time.
Chat history would be a must have feature.
Does anyone know of any chat software that might take care of this?