Current Freshdesk chat solution is very basic and is suitable for small teams only. We have started to user Freshdesk tickets/solutions/forums but can't switch from LiveZilla due to the following essential functionality missing:
Auto-assignment of chats to the agents (like tickets). Now they need to be picked up manually.
Max chats limit per group and per individual agent
All chats are auto-closed in 2 minutes in case of no response and you can't control this setting
It is not possible to create a chat for a group, only for a product. So we'd have to create fake products e.g. "Sales" and "Support"
Due to the above, you can't add one agent to two chat groups (like you can do with tickets). LiveZilla allows this and an agent can be online in Support group and Away (not accepting chats) in Sales group or online in both groups then he/she needs to help another department with chats.
I can provide more useful feature and describe use case scenarios if needed.
I can see that "Max chats limit per group " is already there.
over 2 years ago
We would also like to be able to position the chat button wherever we want as currently it is always has to be either bottom right or bottom left. For instance, add it to the header menu.
3 people like this
over 1 year ago
The Livechat feature in Freshdesk allows you to route chats to specific groups and also set a global value for the maximum number of chats for agents. Also, with a little bit of customisation, you can tweak the position of the chat widget on your website.
In case if you're looking for a specialised chat software, check out Freshchat, a live chat offering from Freshworks.