Chat with Support V3

Neurons for ITSM allows you to use either its built-in chat features (Chat with Support and Chatbot), or Microsoft Teams to instantly message the Support/Service Desk Analyst team. This team helps solve issues and answers questions in either a one-on-one chat or an automated response from the Chatbot. You can also create incidents from the chat.

If this feature is not available for you, your administrator might not have enabled it. Reach out to your organization's administrator to get it enabled.

Using Neurons for ITSM's built-in Chat

Neurons for ITSM offers two chat features, a Chatbot and Chat with Support.

•Use Chat with Support to chat directly with the support team

•Use Chatbot to open the Chatbot service.

•If a single chat icon is displayed, select it to display the Chat with Support and Chatbot icons.

•To hide a chat message, select Close in the message box.

•To display a single chat icon, select the Close button underneath the chat icons.

Use Chat with Support

1.Select the Chat with support icon to display a new chat window. When the Support/Service Desk Analyst staff are available, the chat window displays the message "We are online." If no staff are available, the window displays the message "Chat is unavailable at this time!"

Once a Service Desk Analyst is assigned to your chat session, you will see the message "Connected to <Service Desk Analyst name>" in the chat window.

2.Type your query or the issue you are facing in the text box and tap the send icon .

The Service Desk Analyst will reply to your query or issue. If it cannot be solved through the chat, the Service Desk Analyst raises an Incident, and the chat window displays the Incident number.

If you stay idle on the chat for a long time, you will be logged off after two warnings.

Use the Chatbot

1.Select the Chatbot icon to connect and open the Chatbot window.

2.Use the Chatbot functions and features that are available.

The Chatbot functions and features available depend on the Chatbot service your Administrator has defined in the Global Settings. Contact your Administrator if you want to change to another Chatbot service.