Chat with us

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In Self Serve, you can open a chat to check on an issue. You can chat with a support agent to discuss about an existing issue or a new issue.

About this task

When you open a chat, by default the chat is flagged as a new issue, but you can choose to discuss an existing issue. If you are using Maximo IT live chat, Self Serve displays your open tickets, and you can specify which one you want to discuss or specify a new ticket. Specifying an existing issue gives the support agent quick access to information related to the existing ticket and facilitates resolution. To know more about how to configure live chat in Maximo IT, see Configuring Live chat.

When you chat about a new issue, you can talk to the Watson virtual assistant to get a resolution to your issue. When you choose to chat about a new issue, you get the following options:
  • Chat with the Watson virtual assistant to get your issue resolved quickly
  • Chat with a live agent
  • Raise a new ticket for your issue
In case your query is not answered or solved by the virtual assistant, you can choose to raise a ticket or request a live agent to help you with the issue. To know more about how to configure Watson virtual assitant in Maximo IT, see Configuring Watson in Maximo IT.

Complete the following steps to chat with the virtual assistant or a live agent.

Procedure

  1. Log in to Self Serve.
  2. To initiate a chat, click on the Chat with us button on the Self Serve homepage.
  3. Choose if you want to chat about a New issue or an Existing issue.
  4. If you choose a New issue, the chat window opens.
    Note: The window will open with a Watson assistant if the system property com.ibm.ism.watsonchat is set to true (as described in Steps to set System Property to configure Watson. If not, the Live chat window opens.
  5. Chat with the virtual assistant about your issue.
  6. Alternatively, you can click on the Request Live Agent button to switch to a live agent or click on End Chat to close the chat.
  7. If you choose an Existing issue, select a ticket from table about which you wish to chat and continue with the live agent.
  8. To close the chat window, click End Chat.