Integrating instant messaging
You can integrate an instant messaging service to allow some users to initiate chat sessions with others.
When you integrate an application with an external instant messaging system, service desk agents can open chats with users who are identified on tickets. The chat can be opened with the user who reports an issue or to a user who is affected by an issue. When instant messaging (IM) is integrated, certain applications display icons next to user names to indicate whether the user is online within the IM system. When a user is online, the service desk agent can open a chat session with the user. The user can refuse the chat session. All chat communication is recorded and is attached to the ticket's work log when the chat is complete.