Connect Support administration

Administrators can configure various performance settings and features of Connect Support.

Note: There are also settings that apply to both Connect Chat and Connect Support. For more information, see Connect administration.

Migrate from legacy chat to Connect Support

Connect Support is an extension of Connect. Users designated as support agents have access to the support tab of the connect sidebar. Connect Support should not be used concurrently with legacy chat.

Before you begin

Before you activate Connect Support, inform your support agents to close out any existing chats.

Legacy chat uses a different field to determine which state a help desk chat is in. A fix script is included in the Connect Support plugin that circumvents this issue by closing out any existing help desk chat sessions. Manually closing out any existing chats before allowing this script to run helps prevent any loss of chat information.

If you do not close out existing help desk chats, your metrics and chat queue will not work accurately.

Procedure

  1. Activate the Connect Support plugin.
    When you activate the Connect Support plugin, the glide.connect.support.enabled property redirects the legacy chat URL to Connect Support.

    For more information, see Activate Connect Support.

  2. Hide the Social IT application.
    Activating Connect Support does not completely eliminate the legacy chat module. To prevent users from using the legacy chat, hide the Social IT application menu. For more information, see Enable or disable an application menu or module.

Properties for Connect Support

The Connect Support Properties page provides several configuration options specifically for Connect Support.

These properties are available for Connect Support.
Table 1. Properties for Connect Support

Users with the admin role can access these properties by navigating to Collaborate > Support Administration > Properties.

Note: The Connect Properties page contains many general Connect properties that impact Connect Support.
Property Description
Should Connect be used for handling chat queue entries

glide.connect.support.enabled

Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Support Administration > Properties
Number of support conversations an individual agent can have at one time (-1 is unlimited)

connect.support.conversation_limit

Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations.
  • Type: integer
  • Default value: -1
  • Location: Collaborate > Support Administration > Properties
Show agent avatar in Connect Support conversations.

connect.support.show_agent_avatar

Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Support Administration > Properties
Number of seconds to wait (without user interaction), before presenting end-users with an idle countdown timer

connect.support.idle.delay

Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears.
  • Type: integer
  • Default value: 120
  • Location: Collaborate > Support Administration > Properties
Number of seconds to count down from before marking end-user as having left their support session

connect.support.idle.count_down

Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session.
  • Type: integer
  • Default value: 60
  • Location: Collaborate > Support Administration > Properties
Limits the number of closed conversations that the support user can see. (0 = unlimited)

connect.support.user.closed.conversation_limit

Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history.
  • Type: integer
  • Default value: 0
  • Location: Collaborate > Support Administration > Properties

Administer Connect Support queues

You can define the support agents, default messages, schedule, and escalation path for each Connect Support queue.

Before you begin

Role required: admin

About this task

Note: Both Connect Support queues and legacy chat queues are stored on the Chat Queue [chat_queue] table. Connect and legacy chat should not be used concurrently.

Procedure

  1. Navigate to Collaborate > Queues.
  2. Click New or open an existing queue from the list.
  3. Complete the Chat Queue form, as appropriate.
    Table 2. Chat Queue form
    Field Description
    Name Name of the queue.
    Active Not used in Connect.
    Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated.
    Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit.
    Confirm problem Not used in Connect.
    Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations.
    Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly.
    Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media.
    Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you?
    Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours.
  4. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information.
    OptionDescription
    How long the user waited and the result Review information in the State and Wait time columns.
    Who is actively helping employees in the queue Review the names of agents in the Assigned to column.

Make a Connect Support queue accessible to end users

To make a Connect Support queue accessible to end users, use the accepted URL format.

Before you begin

Create a queue. Create agents for the queue by assigning users to the assignment group associated with the queue.

Role required: admin

About this task

For example you might create a module or add a link to a portal. The accepted URL format is https://<instancename>.service-now.com/$chat_support.do?queueID=<sys_id>.

Procedure

  1. Navigate to Collaborate > Administration > Queues.
  2. Right-click the name of the queue to which you want to link.
  3. In the context menu, select Copy sys_id. Follow browser instructions to copy the sys_id if browser security measures restrict this function.
  4. Preview the support queue by navigating to https://<instancename>.service-now.com/$chat_support.do?queueID=<sys_id>.
  5. Create a module or other link to the queue using the URL.

Configure the add support users property

To enable support agents to add users to a Connect Support conversation, add the glide.connect.support.add_members property.

Before you begin

Role required: admin

About this task

When the glide.connect.support.add_members property is added and enabled, support agents can add users to a support conversation. Any added user can also add other users. Only the assigned agent can create an incident from the chat. When non-support agents are added to a chat, the chat appears in their chat tab.
Note: Make sure you are in the Global scope when adding this property.

Procedure

  1. Enter sys_properties.list in the navigation filter.
    The entire list of properties in the System Properties [sys_properties] table appears.
  2. Verify the property does not already exist by searching for the property name. If it does exist, update the property with the information in the following table.
  3. Click New.
  4. Complete the form as follows:
    FieldValue
    Name glide.connect.support.add_members
    Type true | false
    Value true

Result

Support agents can add users to a support conversation. Any added user can also add other users. Only the assigned agent can create an incident from the chat. When non-support agents are added to a chat, the chat appears in their chat tab.