Live Chat

Real-time ticket management for modern help desks.
 
Convert chat conversations into help desk tickets

    Simplify ticket resolution for technicians.

  • Route chat requests to the right technicians by excluding irrelevant sites or technicians.
  • Send auto-responses to end users with customizable welcome, missed chat, and transfer messages.
  • Configure pre-defined time frames for technicians to pick up tickets.
  • Enable technicians to transfer or close chats and quickly create tickets from chat conversations.
  • Record all conversations in the searchable chat history.
 

    Empower requesters with a convenient communication channel.

  • Enable end users to initiate a Live Chat session to raise a new ticket or follow up on an existing one.
  • Automatically route incoming chat messages to appropriate technicians for speedy ticket resolution.
  • Allow end users to share files, screenshots, and other relevant resources as attachments within the conversation.
Live chat transcripts into incidents
 
What Customers Say
With business rules, we have been able to ensure that tickets are handled by the right teams, ensuring faster resolution times for end users.
Dean Ryan
regional IT manager, Newsquest Media Group
 

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