How to use conversation mode/ Chat mode.
To use conversation mode/chat mode,
Firstly, navigate to the service desk module on side navigation bar and select "Tickets" selection.
Locate the ticket you wish to use for initiating the conversation with the user and click to open it.
You can begin the conversation by typing your message in the chat box and sending it.
You'll receive messages from the user and you can continue responding to them.
Congratulations! Welcome to the new era of conversational support. Enjoy chatting!
You can choose the visibility of the messages while sending them from the options provided;
Public, Private and Self.
Public:- Public notes will be visible to all participants on chat including customer user, manager etc and also to all resources with respect to their permissions for ticket.
Private:- Private notes will be visible to all resources with respect to their permissions for ticket at MSP side only and will not be visible to any one on customer side.
Self:-Self notes will be visible only to respective resource adding message on ticket and will not be visible to anyone on customer and MSP side.
How to mark a note or message as resolution for a ticket.
To mark a resolution for a ticket, please follow these steps:
Start by accessing the service desk's side menu and selecting "Tickets."
Find the ticket you want to use to communicate with the user and click on it to open it.
Add the relevant notes with time entries by clicking the "+" icon on centre of message box and click "notes and time" option and you can check then checkbox "Mark as resolution" on bottom ribbon of window and save the notes
Or add resolution as a normal messages on chat section
Hover over the relevant message and click on the "Mark as resolution" indicator that appears.
Then the indicator should show on top of that message as "Marked as resolution"
Congratulations, you have successfully marked the resolution.
How to filter chat according to Visibility
To filter chat according to visibility, follow these steps:
First, go to the service desk's module on side navigation bar and select "Tickets" section.
Click and open the ticket
On the chat window's top bar, you will see an icon for the visibility filter, located next to the ticket timeline icon.
Click on the visibility filter icon. You will see a list of options such as All conversations, Public, Private, Self, and Resolution.
Choose the option that you want to view, and the chat will be filtered accordingly.
How to add attachments to a chat.
To add attachments to a chat, follow these steps:
First, access the service desk module on side navigation bar and select "Tickets" section.
Find the ticket you wish to use to communicate with the user and click on it to open it.
At the bottom of the chat window, look for the "+" icon and click on it.
An action bar will appear; locate "Attachments" and click on it.
A new screen will appear; click on "Browse" to locate files from your system and select the files you want to upload.
At the bottom of the screen, select the visibility of the files from options Public, Private and Self.
Click on "Save" to save the files.
Congratulations, you have successfully attached files to the chat!