Connect Support Connect Support is a real-time messaging tool that enables support agents to easily keep track of their support cases, quickly find solutions, and resolve problems quickly. Connect Support builds on the messaging platform provided with Connect. For general information about the Connect interface, setup, and administration, see Connect. When Connect Support is enabled, users designated as support agents have access to the support tab of the Connect sidebar. Features include: Administrators can create chat queues and enable users to access live support. Support agents can monitor the queues to provide instant support. Drag-and-drop sharing of links, files, and records. UI16 or UI15 is required to use Connect Support. Note: Connect Support does not replace legacy chat but offers some of the same functionality. The features should not be used concurrently. Monitor incoming Connect Support conversationsIn the support tab of the Connect sidebar, you can monitor the queues for which you are an agent and accept incoming conversations.Share knowledge in a Connect Support conversationThe support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.Transfer a Connect Support conversation to a different agent or queueYou can transfer a Connect Support conversation to a different agent in the queue or to a different queue.Add a user to a Connect Support conversationYou can add additional users to a Connect Support conversation. Escalate a Connect Support conversationIf an escalation path is defined for a Connect Support conversation, you can use a shortcut to escalate a Connect Support conversation to a different queueCreate an incident from a Connect Support conversationYou can use a shortcut to create an incident on behalf of a user, directly from a Connect Support conversation.Connect Support chat statesConnect Support chats move through specific states. Connect Support administrationAdministrators can configure various performance settings and features of Connect Support.Connect Support and Service PortalUse Connect Support in your portal to allow your users to ask questions or submit requests to support agents. You configure the instance options to control the appearance of your widget and how it functions.Content packs and in-form analytics for Service Desk ChatContent packs contain preconfigured best practice dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.