CPC H04L 65/4015 (2013.01) [G06F 3/04842 (2013.01); G06F 16/903 (2019.01); H04L 51/04 (2013.01)] | 21 Claims |
1. A computer-implemented method, comprising:
receiving a ticket from an Internet-based helpdesk system, the ticket is associated with an Internet-based inquiry or request from a customer;
automatically launching an online messaging platform for a customer-facing agent to communicate by way of electronic messaging with one or more additional non-customer-facing agents not associated with the ticket, wherein
the launching of the online messaging platform comprises
launching of the online messaging platform in response to the customer-facing agent selecting text within the ticket, and
excluding the customer from the online messaging platform when the online messaging platform is launched;
displaying the online messaging platform next or adjacent to the selected text to provide context of a discussion between the customer-facing agent and the one or more additional non-customer facing agents with respect to the selected text;
adding the one or more additional non-customer-facing agents to the online messaging platform, wherein
the adding of the one or more additional non-customer-facing agents comprises
receiving a tag entered by the customer-facing agent for each of the one or more additional non-customer-facing agents to be added to the online messaging platform, the tag comprising an @ symbol followed by a username or a group name, and
providing each of the one or more additional non-customer-facing agents access to the ticket so that contents of the ticket is visible to the one or more additional non-customer-facing agents, and wherein
the adding of one or more additional non-customer-facing agents further comprises
when the customer-facing agent tags the one or more additional non-customer-facing agents in a dialogue box, searching a database for information associated with the one or more additional non-customer-facing agents; and
exchanging electronic messaging, via the online messaging platform, between the customer-facing agent and the one or more additional non-customer-facing agents in regard to the selected text within the ticket while excluding the customer from the online messaging platform.
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