Chats in Control Desk Service Portal

Self Service Center users can initiate live chats in Control Desk Service Portal. Service desk agents respond to chat requests from Self Service Center users in the standard IBM Control Desk user interface.

When Self Service Center users open chats, they can specify whether to chat about an existing issue, or they can specify a new issue. Control Desk displays a list of open tickets for the user, and the user can select which issue to discuss. An open issue is a ticket with one of the following statuses:

NEW
QUEUED
APPR
APPFM
APPLM
INPROG
PENDING
RESOLVED

If the user specifies a new issue, IBM Control Desk creates a ticket. By default, Control Desk creates a service request record.

If a chat request is related to an existing service request or to an incident record that was created in the standard user interface, Control Desk displays a link to the existing incident or request in the service desk agent's chat window.

After the chat ends, both the user and the service desk agent can view information about the chat:

For service desk agents, the chat transcript is added as an entry to the communication log for the ticket.
For self service users, the ticket that is created during chat about a new issue can be viewed from the My Tickets page in Service Portal.

To implement chat services in Service Portal, administrators must configure chats in the standard Control Desk interface.

For information about managing and configuring chats, see Working with live chats.