Setting up and using Chat is very simple.  Below is what the main form looks like.

Some key features you can do with chat are:

• Invite co-workers to a chat
• Quickly open the customer record within the integrated customer database should you need more detail about them
• Create a new ticket from the chat.
• Add a chat to an existing ticket
• View the ticket that was created via the chat.

 See below for more details.

 

 

Disconnects the chat session with the customer

 

Invite co-workers to a customer chat.  This is great for group chats or a warm handoff of the customer between TeamSupport users.  To use this, simply click this button while in a chat.  The following will appear.  Type in a co-worker's name and invite them in.  They will receive a message letting them know of the invite.  You can invite as many co-workers as you wish, or once the other TeamSupport user is in the chat with you and the customer, you can simple click the Leave Chat button.  This will leave your co-worker and the customer in the chat for completion.

 

 

If you are using the Support Desk or Enterprise edition, TeamSupport has an integrated customer database.  When your customer fills out the chat form on your website, an email address is required.  If this customer is identified as a record in your account, clicking this button will navigate your directly to their record in TeamSupport.

 

A very powerful feature is to tie chats to tickets and customers.  Clicking this button will open the new ticket window and allow you to create a ticket that will capture the chat session.  It is important to note that you CAN create a ticket while in an active chat and toggle back and forth between them.  This way, if you continue to chat with the customer, the ticket will also update the ongoing conversation.

 

If you already have a ticket created and want to add a chat conversation to an existing ticket, select this button.  Doing so will open the following where you can type in a keyword or a ticket number.  Any conversation you have in this active chat will update the ticket.

 

 

The end result of the ticket will look like this:

 

If the chat is associated to a ticket already, clicking this button will open the ticket in question in a new tab for you to view the details.