# Facilitate firsthand, real-time support and collaboration with Live Chat Say goodbye to frustrating, prolonged back-and-forths. Facilitate real-time, helpful conversations between end users and technicians and forge better support experiences. ## Serve your end users in real time with a convenient channel ![Help desk live chat software](https://cdn.manageengine.com/products/service-desk/self-service/images/help-desk-live-chat-software.png) - Convert chats into tickets and preserve context. - Gain better clarity by attaching resources. - Route incoming chats to experts while enabling collaboration to fast-track service fulfillment. - Define chat response windows and contextual alerts for end users. - Connect with end users where they are. ## Deliver uninterrupted and engaging support experiences to end users at their convenience Bring end users and technicians closer through real-time chat within ManageEngine ServiceDesk Plus that promotes collaboration and faster information collection. ## Chat with end users and seamlessly convert every conversation into a ticket Turn every interaction into valuable context. Empower end users to follow up on existing tickets or raise new ones to suit their requirements. Automate ticket creation at the end of every chat session while appending the conversation history to the ticket, maintaining context. This way, connecting the dots becomes effortless for fast-tracking IT service delivery. ![Live chat requester settings](https://cdn.manageengine.com/products/service-desk/self-service/images/live-chat-requester-settings.png) ![Live chat ticketing system](https://cdn.manageengine.com/products/service-desk/self-service/images/live-chat-ticketing-system.png) ![Live chat ticket details](https://www.manageengine.com/products/service-desk/self-service/images/live-chat-ticket-details.png) ## Equip technicians with ticketing data to personalize support experiences Quickly access ticket details directly from the chat interface without hopping tabs. By enabling end users to share relevant resources, including files, screenshots, and videos, technicians benefit from enriched context. Effortlessly track past conversations to deliver seamless, informed support. ![Quickly access tickets in live chat](https://cdn.manageengine.com/products/service-desk/self-service/images/access-ticket-in-live-chat.png) ## Bring in your service desk peers or subject matter experts to fast-track resolutions Expert assistance from your peers is always just a chat away. Initiate a conversation with your peers or subject matter experts from relevant sites through individual chats or group chats to deliver lightning-fast support to end users. Foster teamwork among technicians through private and group chats. Also, designate specific technician groups to handle incoming chat requests from end users. ![Quick ticket resolutions with external assist](https://cdn.manageengine.com/products/service-desk/self-service/images/collaborated-ticket-resolution.png) ![Live chat group for IT support](https://cdn.manageengine.com/products/service-desk/self-service/images/it-support-live-chat.png) ## Use canned responses to ensure a smooth transition while greeting end users or transferring the chat to an expert Set the stage for positive interactions with warm welcome messages. Keep users informed with predefined timers when chats are unpicked. Minimize wait times by ensuring technicians pick up chat requests within defined response windows, delivering faster, more efficient support. ![Help desk live chat canned response](https://cdn.manageengine.com/products/service-desk/self-service/images/live-chat-help-desk.png) ![Help desk live chat example](https://cdn.manageengine.com/products/service-desk/self-service/images/help-desk-live-chat-example.png) ## Make real-time support accessible to users across touchpoints Enable end users to get the help they need without stepping away from their work. Embed the Live Chat widget on additional channels, including intranet portals and external websites, facilitating instant and accessible support experiences. ![Accessible live chat support](https://cdn.manageengine.com/products/service-desk/self-service/images/accessible-live-chat-support.png) ![Instant help desk live chat](https://cdn.manageengine.com/products/service-desk/self-service/images/instant-help-desk-live-chat.png) ## Other ServiceDesk Plus capabilities that can help deliver impeccable experiences ### [Microsoft Teams](https://www.manageengine.com/products/service-desk/integrations/microsoft-teams.html) Bring superior service experiences, infused with intelligence, into your digital workspace by integrating ServiceDesk Plus with Microsoft Teams. ![](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [Conversational AI](https://www.manageengine.com/products/service-desk/ai/virtual-agent.html) Enable end users to instantly receive what they need, from services to solutions, using Zia, our AI-powered virtual agent. ![](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [ServiceDesk Plus for Mobile](https://www.manageengine.com/products/service-desk/self-service/mobile-pda-integration.html) Turn your device into a service hub and provide anytime support on the go. ![](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [Explore more features](https://www.manageengine.com/products/service-desk/help-desk-features.html?rel-fea) Optimize and streamline all facets of your IT service management operations with purpose-built, out-of-the-box modules. ![](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg) ## Frequently asked questions ### 1. What is the difference between live chat and AI-powered virtual agents? AI-powered [virtual agents](https://www.manageengine.com/products/service-desk/ai/virtual-agent.html) excel at handling routine IT issues like password resets and ticket status inquiries, providing instant, round-the-clock support. In contrast, live chats connect users with IT experts who can manage complex technical issues with nuanced, real-time conversations. Human agents deliver thoughtful, tailored support, responses, escalate cases, and provide human empathy, ensuring seamless expert handoffs when needed. For the best support experience, organizations can combine virtual agents with live chat—leveraging AI for efficiency and human expertise for high-touch IT issues.