How can help desk chat help my business?

Service Desk Chat helps organizations: Reduce the ticket backlog by efficiently addressing common queries, allowing support teams to focus on complex issues. Provide instant support for simple issues, ensuring customers receive timely help and significantly enhancing the user experience. Improve first-contact resolution through efficient communication, leading to quicker problem-solving and increased customer confidence. Shorten time-to-resolution by streamlining processes, which results in operational efficiency and better resource allocation. Increase employee satisfaction by providing tools that enhance productivity, reduce stress, and improve work-life balance. Support hybrid and remote workforces by facilitating seamless communication, ensuring teams remain connected and collaborative regardless of location.

When should we use Virtual Agent instead of live chat?

Virtual Agent is ideal for: Password reset guidance that provides users with quick solutions. Access requests, streamlining the process for efficiency. Policy questions, offering immediate clarification. “How-to” inquiries that enable users to learn new tasks effortlessly. Checking ticket status, ensuring transparency for users. Escalate to live agents for: Complex troubleshooting that requires a nuanced approach. Sensitive issues, where empathy and understanding are crucial. Escalations, ensuring that significant concerns are addressed with priority. Non-standard requests, catering to unique or specialized needs.

Help Desk Chat

with Service Desk

Give employees instant access to your service desk through help desk chat, either with a virtual or live agent, for faster time to resolution.

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Fully functional for 30 days

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Improve Agent Efficiency

Provide a Better Employee Experience

Easy to Implement, Configure, and Manage

Increase Collaboration and Flexibility

Improve Agent Efficiency

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Our help desk chat queues help agents engage with individual employees while simultaneously managing multiple conversations, boosting productivity and meeting KPIs without sacrificing quality.

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Fully functional for 30 days

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Deliver a Better Employee Experience With Service Desk Chat

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Help desk chat gives employees a faster, more personable way to request and receive support, no matter where they work. Whether they start with an AI-powered virtual agent for self-service resolutions or connect directly with a live agent, employees get the answers they need quickly so they can get back to work faster.

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Easy to Implement, Configure, and Manage

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Chat is built directly into SolarWinds Service Desk, allowing support teams to easily incorporate chat into your service management strategy and processes without any additional costs or complex integrations. Each chat session is captured within your service records, from the initial message to the closure of the incident.

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Boost Collaboration by Integrating Service Desk Chat With Microsoft Teams or Slack

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The SolarWinds Service Desk integration with Slack and Microsoft Teams enables users to automate workflows, reduce app hopping, and request and receive service from within the communication channels you’re already using. The ChatOps integration has all the core functionality you rely on, allowing users to seamlessly open and view tickets, add comments, or resolve tickets. This improves issue resolution times, helps ensure service-level agreements (SLAs), and allows organizations to achieve higher value from existing investments at no additional cost.

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Get more on Service Desk Chat

Do you find yourself asking…

What is the Help Desk Chat feature in SolarWinds Service Desk?
How can help desk chat help my business?
When should we use Virtual Agent instead of live chat?

The chat feature enables real-time communication between employees and service desk agents directly from the Service Portal. It includes:

Live agent chat
AI-powered Virtual Agent
Seamless conversion of chats into incidents

It is designed to accelerate issue resolution and improve user experience. This feature also supports multimedia sharing, allowing users to send screenshots or documents to clarify their issues. Furthermore, it facilitates collaboration by enabling group chats, ensuring multiple stakeholders can participate in resolving complex problems. The interface is intuitive, making it accessible for users with varying levels of technical proficiency. Additionally, the chat history is logged and can be reviewed for future reference, enhancing accountability and continuous improvement in service delivery.

Next Feature:

The chat feature enables real-time communication between employees and service desk agents directly from the Service Portal. It includes:

Live agent chat

AI-powered Virtual Agent

Seamless conversion of chats into incidents

It is designed to accelerate issue resolution and improve user experience. This feature also supports multimedia sharing, allowing users to send screenshots or documents to clarify their issues. Furthermore, it facilitates collaboration by enabling group chats, ensuring multiple stakeholders can participate in resolving complex problems. The interface is intuitive, making it accessible for users with varying levels of technical proficiency. Additionally, the chat history is logged and can be reviewed for future reference, enhancing accountability and continuous improvement in service delivery.
Next Feature:
Service Desk Chat helps organizations:

Reduce the ticket backlog by efficiently addressing common queries, allowing support teams to focus on complex issues.

Provide instant support for simple issues, ensuring customers receive timely help and significantly enhancing the user experience.
Improve first-contact resolution through efficient communication, leading to quicker problem-solving and increased customer confidence.
Shorten time-to-resolution by streamlining processes, which results in operational efficiency and better resource allocation.
Increase employee satisfaction by providing tools that enhance productivity, reduce stress, and improve work-life balance.
Support hybrid and remote workforces by facilitating seamless communication, ensuring teams remain connected and collaborative regardless of location.
Next Feature:
Virtual Agent is ideal for:
Password reset guidance that provides users with quick solutions.
Access requests, streamlining the process for efficiency.
Policy questions, offering immediate clarification.
“How-to” inquiries that enable users to learn new tasks effortlessly.
Checking ticket status, ensuring transparency for users.

Escalate to live agents for:
Complex troubleshooting that requires a nuanced approach.
Sensitive issues, where empathy and understanding are crucial.
Escalations, ensuring that significant concerns are addressed with priority.
Non-standard requests, catering to unique or specialized needs.

Ready for ITSM Software with all the power that’s actually easy to use?

Service Desk

Save costs and enable a high-performing, efficient IT service desk.
Automate the management of user service requests, from creating requests to assigning, routing, and escalating to specific individuals.
AI-powered incident management capabilities automatically link incidents to the relevant CCIs for more efficient resolution.

Start Free Trial

Fully functional for 30 days

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