Chat with Support v3
The Chat with Support v3 feature allows you to interact with the Support or Service Desk Analyst team either through the built in chat options (Chat with Support or Chatbot) or through the Microsoft Teams. This service enables you to resolve issues or ask questions through one-on-one communication or automated responses from the Chatbot. You can also create incidents directly from the chat interface.
The option is not enabled by default, it will only appear if your administrator has set it up for your role. Reach out to your organization's administrator to request access.
Chat Features
Chat with Support provides a direct connection to the support team, while Chatbot offers an automated service for resolving common queries.
•Chat with Support - This option connects you to a live support agent for real-time assistance.
•Chatbot - This option opens an automated service that can provide answers to common questions.
If only a single chat icon is displayed, click the icon to view both Chat with Support and Chatbot options.
To close the chat, select the Close icon in the message box.
Using Chat with Support
1.Click the Chat with Support icon to open a new chat window.
2.Check the chat availability:
•If a support staff member is available, the chat window displays "We are online.".
•If no staff members are available, the chat window displays "Chat is unavailable at this time!".
•Once connected, the window displays "Connected to <Service Desk Analyst name> in the chat window.
3.Type your query or issue in the text box and click the Send 
icon.
The Service Desk Analyst responds to your query. If the issue cannot be resolved via chat, the Service Desk Analyst will create an incident for you, and the incident number will be displayed in the chat window.
If you remain idle in the chat for an extended period, you will receive two warnings before being logged off.
Using the Chatbot
1.Click the Chatbot icon to open the Chatbot window.
2.Use the available features of the Chatbot to resolve common queries.
Chatbot functionality is based on configurations set by your administrator in Global Settings. To request changes to Chatbot behavior or features, contact your administrator.