Live help system

Introduction

We use Plupper as our live help system. This is available on every page of the GigaTux website.

Live help calls are really designed for sales or emergency support. It is fine to direct people to the support system if the issue is more than trivial.

Note that often, there can be useless customers. You can tell these people to contact [email protected] instead of use the live help system. Examples of these situations are:

• Job requests (we don't have any job openings)
• Can I work from home (some people use ho.io to spam work from home pyramid schemes

Setting up Plupper

You will need to get Marc to set you up as an operator, and you will need a Jabber/XMPP client installed, such as Pidgin. Details on how to set up your account are available at the Plupper website.

Using Plupper

If your status is Online/Available, you are available for live help purposes and the website icon will be marked as Online. You can set your status to Away and you will not be bothered by live help. If possible, please do this when you are away as otherwise, the customer will not get any response.

If two or more operators are online, Plupper will choose the least-recently-used operator when a new chat request is started.

To move the chat to another online operator, prefix his/her name with a hash, e.g. #gigatux to transfer the chat to Marc. If the other operator is offline, you will get a friendly warning.