.Using Chat Channel, a chat session End User-Agent could be initiated. The chat session can be converted to a ticket in NSP and all the text from the chat are added as a description into that ticket. The chat session can also be added as a comment to an existing ticket. The Chat Channel helps agents to solve the tickets more quickly. Chat could be used also to communicate to other Agents, to get information and resolve problems. You start a chat with a logged in user by clicking the user´s name in the chat window.
When an End User initiates a chat request, a popup will be displayed to logged in Agents enabling them to Accept or Reject request. When you accept the request, chat window is opened with a pre-defined welcome message from the Agent. The welcome message is defined in agent´s User Profile.
When the conversation is finished by End User or Agent clicking the Close button in chat window, system will ask you to confirm you want to end up the chat session. If you select OK, then a popup is opened with selections Create new Ticket, Add as Comment to existing Ticket and Cancel:
Create new Ticket: When you select this button, a popup form will be displayed to create a ticket. Four fields are displayed in the form:
•Ticket Type: Select the type of the ticket from the dropdown list, normally containing Request, Incident, Problem and Change.
•Form Template: Selections in dropdown list is defined by selected Ticket Type.
•Subject: Enter the subject of the ticket.
•Description: The chat conversation will be copied and displayed as a description, but can be modified.
When you Save, the ticket detail page will be opened with the submitted details. You can edit the details and other properties of the ticket.
Tickets created will get the Source Icon for
Chat, .
Add as Comment to existing Ticket: This selection give you a possibility to add the chat conversation as a Comment to an existing ticket. A search box in a popup is opened where you can search a ticket to add the Comment.