Use > Service Manager Collaboration > End User Chat > End user tasks > Chat with a Service Desk agent

Chat with a Service Desk agent

If virtual agent is not enabled, you can obtain live support from a Service Desk agent by using End User Chat:

  1. Click the chat button to open a chat window.

  2. Fill in all mandatory fields, and then click Start Chat. The chat window automatically displays the number of people who are already in the queue. If no agent is available or it is out of the chat service hour, click Submit a Request in the chat window to submit an Interaction.

    Tip If you have submitted a ticket before the chat, you can specify the ticket from the Previous Support Ticket ID drop-down list.

  3. When a Service Desk agent joins the chat, you can type messages to state your issue and chat with the Service Desk agent. The Service Desk agent may guide you through troubleshooting, suggest possible resolutions, or create an Incident record in Service Manager to handle your question.

Note If you refresh the webpage or re-login to the Service Portal or ESS portal, the chat window retains its status as before.

You can close the chat after the chat is completed. If further work is needed to resolve your issue, the agent might notify you by e-mail when this work is completed, as appropriate.

To end a chat:

  1. Click the close button on the chat window.

  2. The system prompts you to select a reason to end the chat. Select a reason in the drop-down menu, and then click End the Chat.

You will no longer receive messages from this chat. After you end the current chat, the system broadcasts a message to the Service Desk agent to identify that you have ended the chat. Your closure reason is also displayed to the Service Desk agent.