Chat

Add Chat to an Existing Ticket

Add Chat to a New Ticket

 

Chat is your internal IM. This is set up in the Admin area and can be set for:

• Internal and External Chats (Both balloons are in color)
• Internal only Chats (One balloon is in color, other is grayed out)
• Off (Both balloons are grayed out)

Based on your settings, you will be able to see who is online. They will appear on the screen with a green balloon in front of their name.

 

Click on the name and a Chat window will open. Type your message in the bottom screen and click send. This will send the message to the contact. If they are available, they will respond to your request.

 

 

The transcript of the chat can be converted into a new ticket, or added into an existing ticket by clicking on the Finish button at the bottom of the Chat screen.

 

 

Add Chat to an Existing Ticket
Click on Finish once you have completed your chat. At the bottom of the Chat window, select the Add Action button Select the appropriate ticket from the drop down list, and hit Next
Add Chat to a New Ticket
Click on Finish once you have completed your chat. At the bottom of the Chat window, select the Log button Fill in the Log a Ticket screen as you would for a new ticket