Live Chat Service

Final report for the #392 Live Chat Service computing project.

Aim was to look at a "live chat" service, accessible from computing.help or similar user-facing web pages for improving the level of remote support that could be provided to users, ideally integrated with our established issue tracking / ticketing system.

An initial report is available.

The project is being abandoned due to limited progress having been made and the decision that this would work best as a frontline support initiated service in which case various communication technologies could be employed (Microsoft Teams for example). The University has "user initiated" live chat services for user support on its list of future technologies so rather than rolling our own solution we should wait on that. The RT integration would be nice to have but improved remote user interaction was that main priority of the project.

The project took a little short of 3wks effort (95.5 hrs).

-- TimColles - 21 May 2020

Topic revision: r1 - 21 May 2020 - 13:22:28 - TimColles
 
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