We have a customer wanting to move from another popular service management tool to SMAX.
They have embedded chat options in all of their customer facing websites anonymously (i.e. users fill in First Name, Last Name and email address to start a chat session). They only launch into their existing Self Service Portal when the user chooses to do so via a link on the chat window AND if they have been authenticated (via SSO) as an end user.
Note: Customer help desk needs to continue supporting random users via chat in the foreseable future.
Can we make this work with SMAX? Workarounds?