Help desk chat Communicate with service desk staff using instant messaging. Note: The Connect Support feature provides an updated messaging platform similar to help desk chat. The help desk chat and Connect Support features should not be used concurrently. There is no migration path from help desk chat to Connect Support. Users can communicate directly with service desk staff using instant messaging in a ServiceNow instance (requires the Chat plugin.) Users access live support from the Employee Self-Service portal. Service desk staff provide support from the chat desktop. Use help desk chat to get supportYou can contact service desk staff.Use help desk chat to provide supportStaff who are assigned to chat support can provide live support via instant messaging. Administrators and users with the chat_admin role can assign chat support staff (see Set Up Chat Queues for Help Desk Chat).