Understanding how GFI HelpDesk and KDFW work together
Any agent that is offering chat support needs to install KDFW and connect it to their GFI HelpDesk account. From here they can accept chat requests from your site visitors.
Anytime a new chat request comes in, KDFW sends your team a notification. Once an agent accepts the chat, they can interact with the customer directly. They also have the option to join ongoing chats or initiate chats proactively, from the visitor list in KDFW's main window.
Any chats that come in, whether an agent accepts them or not, appears in under Live Support in the staff control panel. Every message that goes back and forth is added to the chat history.
Now that you have a sense for how KDFW and GFI HelpDesk work together, let's look at some of the common tasks you'll be using KDFW for.
When a customer initiates a chat, one of your support agents who is online in KDFW receives a chat request pop-up:
You can see the customer name (Adam) and chat subject in the pop-up.
If you click Accept, you start a conversation with the customer. If you click Decline, chat request is routed to next available agent.
In addition to accepting new chat requests, you can also join ongoing chats from the main KDFW tab.
To join an ongoing chat:
- Log into Kayako Desktop for Windows.
- The first screen you see is the Visitors screen. Find the chat you want to join and right-click.
- Hover over the Join option.
- From here, you have two options:
- Join chat — Click this option to join the chat and be visible to both the other agent and the customer.
- Join chat as observer — Click this option to join the chat as an observer, you cannot participate in the conversation and the only staff members are aware of your presence.
If you are in a chat with the customer and want to share a file on the fly, you do not require any channel-switching. The KDFW lets you send many different types of media. When you share a file with your customer, it appears in their chat window, where they download it. Any files you send over KDFW are secured by the same measures that protect the rest of your GFI HelpDesk account.
Below are the different types of files you can send:
Sending an image
- From your chat window, above the 'reply text box', click the Send an image button.
- From the 'Push image' window, you have two options:
- Upload an image from the local system- Choose this option to upload an image file from your computer.
- Send an online image- Choose this option to send an image to the customer using the URLUniform Resource Locator is the address of a web page on the world wide web. for that image.
- Add your image and click the OK button to send the image to your customer.
You can also send an image from the Push menu on the toolbar.
Sending a file
- From your chat window, above the 'reply text box', click the Send a file button.
- In the Push file window, click Browse.
- Find the file you'd like to send and click OK.
- Click the OK button again to send the file.
You can also send a file from the Push menu on the toolbar.
Sending a code snippet
- From your chat window, above the 'reply text box', click the Send example source code button.
- In the Push code window, paste the source code you would like to send.
- From the Language drop-down, select the language respective to the source code you are sharing.
- Click the OK button to send the code snippet.
You can also send a code snippet from the Push menu on the toolbar.
The customer gets the shared code in the chat window which can be copied to use further easily.
Sending a hyperlink
- From your chat window, above the 'reply text box', you can see a Push URL text box.
- Type or paste the URL you want to link your customer to.
- Click the Send button to the right to send across a clickable hyperlink.
You can also send a hyperlink from the Push menu on the toolbar.