Help Desk Chat
Give employees instant access to your service desk through help desk chat, either with a virtual or live agent, for faster time to resolution.
Improve Agent Efficiency
Our help desk chat queues help agents engage with individual employees while simultaneously managing multiple conversations, boosting productivity and meeting KPIs without sacrificing quality.
Deliver a Better Employee Experience With Service Desk Chat
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.
Easy to Implement, Configure, and Manage
Boost Collaboration by Integrating Service Desk Chat With Microsoft Teams or Slack
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.
Get more on Service Desk Chat
Do you find yourself asking…
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.
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.
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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.