Why do I see this message when installing the LiveHelpNow Windows App? (There is a problem with this winodws installer package. A DLL required for this install to complete could not be run.)

This caused by a permissions error in Windows.Go to the start menu and type: Run into the search bar. Then when the Run dialog box opens type: %APPDATA% Then click the AppData folder on the top of the search bar. Then click into the Local folder. Right click on the TEMP folder. Hit properties, then click the security tab. Where it says To change permissions click edit. Click add to [...]

Why is there a message when installing the Alerter that says: "Object already exists"?

This issue is caused by a windows update. To resolve this issue you must first go to your start menu and click on Control Panel.Then click on Programs.Then click View installed updates. After that, click on Search installed updates.Then type: KB2918614 Then right-click on the update and hit Uninstall. You will need to restart your computer. After rebooting, you will be able to [...]

How do i route customers to a department based on a value selected in pre-chat window?

We highly recommend to look into LiveHelpNow chat bot systems which solve this need in a much more elegant way than the one described below. You may dynamically route customers to a specific department by using Automations For example you would like to route customers to "Help desk" department if the question "Do you have an existing account?" used in pre-chat window is answered "Yes". You [...]

What is a watcher? When should I add watchers to my support tickets? How do I do that?

A quick Google search will tell you that a watcher is "a person who observes something attentively or regularly". The 'watchers' feature is best described as an 'ongoing carbon copy' of ticket updates to people that need to be kept informed of changes to the ticket's (or customer's) status. This term is widely used in ticketing systems for software development that track bugs however there are [...]

How do I add a customer satisfaction survey to my Ticket responses?

Get instant customer feedback on your ticket support by adding satisfaction surveys to your ticket responses and resolutions ticketing system survey responses are captured and reported in LiveHelpNow Analytics. How to setup a customer satisfaction survey & add it to your ticket autoresponder templates: Switch to Admin Panel > System Setup > Surveys. Click [+ Add survey] at the top [...]