Legacy: Use help desk chat to provide support

Staff 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).

1. Navigate to Social IT > Chat to open your chat desktop.
   • A chat queue agent window appears on your chat desktop for each chat queue you are assigned to. If no agent windows appear, ask an administrator to add you as a member of the assignment group for a chat queue.
   • The chat queue agent window displays the number of users in the queue and how long they have been waiting.
   • Every member of the assignment group sees the associated chat queue agent window.
2. Click Answer Next User to answer the next user or click Answer beside a specific user in the queue. A chat window opens.
   • Only the agent and the user can see the chat window.

Result

Provide support via instant messaging. Chat queue agents can access additional support functions in the chat window menu:

• Invite User: invite another expert to assist with a support chat. An invitation appears in the favorites list of an invited user.
• Create Incident from Chat: create a new incident record with the initial question as the short description and the support chat as a linked chat room (accessible from the Create or Join Chat Room related link on the Incident form).
  Note: Administrators can edit this action or add additional actions to the chat window menu.