Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Search for | Operator | Example |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Service Desk agent tasks
- Accept a chat request
- Create an additional Interaction from chat
- (Optional) Provide support using Smart Search
- Participate in multiple conversations
- Search for a Service Desk chat request record
- Invite participants
- Remove participants
- Close a chat request
- Quit a conversation
- View reports for End User Chat
Participate in multiple conversations
While you are chatting with an end user, you may notice that the Chat Request number badge is growing. You can participate in multiple conversations at the same time, and click the conversation tabs to switch from one to another.
Follow these steps to participate in multiple conversations:
- Click the Chat Request button to open the Chat Request panel again.
- Browse through the chat assignment group tabs, select another chat request, and then click Accept.
The new conversation starts in another tab under the End User category in the conversation window.