When MSP technicians are faced with multiple L1 tickets at the same time, it can be challenging to triage them due to time constraints. This can cause frustration for end-users, as it may lead to longer wait times and disrupt their work.
This is where a live chat feature comes in. It allows requesters to communicate directly with technicians through a chat interface, simplifying the process of obtaining information without consuming too much of the technicians' time.
Live Chat enables quick and efficient resolution of issues, as well as providing a more personalized and interactive experience.
It enables technicians to handle multiple conversations simultaneously, improving the overall efficiency of the service desk. Overall, Live Chat is a valuable tool for MSPs to enhance their customer service and improve client satisfaction.
The Live Chat functionality in ServiceDesk Plus MSP enables users to directly communicate with technicians in real-time, offering a quick and effective method to convey their requests and issues.
Additionally, requesters can conveniently attach relevant resources within the chat window to provide more information to the technician, thereby enhancing the troubleshooting process.
A technician's chat window when a new chat arrives.
A technician's chat window when the technician accepts the chat request.
Actions available within a chat window.
Convert a chat into a request while closing the chat.
Requester chat view: A predefined welcome message is displayed when a requester initiates a chat.
A missed chat message is displayed for the requester if a chat is left unpicked beyond a predefined time interval.
