- The Agent Interface
- Ticket Properties
- Ticket status
- Sub Statuses
- Ticket assignment
- Ticket fields
- Ticket history
- Replying to a ticket
- Replying to tickets by email
- Ticket attachments
- Creating a ticket
- Ticket actions
- Follow Ups
- Filtering and sorting tickets
- Prioritizing tickets
- Searching for tickets
- Realtime updates
- Mass actions
- User satisfaction
- Time log and billing
- Agent IM
When a user initiates a chat and you’re logged in to the chat system, you will see a NEW CHAT pop-up window at the top left of the user interface. You will also hear an audio notification (this can be changed from the default ringing sound).
You can choose to Dismiss the chat and leave it for other agents, or you can Accept to begin chatting.
You can also accept a chat by going to the Open Chats section of the filter pane, find the chat you want and click it in the list pane to open it. Note that this will accept even if you are not logged in to chat.
While waiting for an agent to accept the chat, the user sees a Finding an agent message.
Depending on your Deskpro configuration, user login may not be required before using chat. This means that somebody starting a chat could enter the email address of a registered user, without needing to log in and prove that the address is theirs.
When this happens, you will see the following warning:
You should avoid discussing sensitive data until you have verified that it is really the user.
Setting chat notification volume
To change the level of chat sound notifications, expand the toolbar chat button and then click Chat notification volume.
To mute chat sounds altogether, simply move the slider all the way to the bottom.