Instant Messaging (IM) conversations let your agents discuss topics within your helpdesk, Instant Messaging is great for agents to have discussions about the helpdesk with other agents or with more technical or senior agents. Agents can be added to group chats or simply have one-on-one chats with other agents. All Instant Messaging conversations are searchable and saved in the helpdesk for future reference and Deskpro's Instant Messaging platform combines the functionality of third-party instant messaging software as well as email software, enabling your helpdesk agents to make use of a single communication tool.
Agents can create new IM's as well as group IM chats, this is a great tool that agents use for internal communication between themselves. The ability to start a chat with another agent, create group, departmental or helpdesk-wide chat is possible in Deskpro.
To create a new IM with an individual agent: Hover over the "circled +" icon, this lets you create a new IM
Specific IM chats are a really nice way for agents to communicate on a 1-2-1 level. Agents can be a part of more than one IM. The agent's list is sorted alphabetically, starting with the agent's first name. If you send an IM to an agent that is not currently online, they will receive the message the next time that they log on to the helpdesk.
To start a new specific IM:
A group IM is helpful for general announcements throughout your helpdesk team. Name colors are assigned to each agent in the conversation.
Agents can create new groups that can be focussed on a certain task. This is beneficial in solving issues in the shortest time with the correct agents at hand.
To create a new group:
Agents can leave a group chat if the chat is no longer useful to them. The group will still be available to view the content but the agent that has left the group won't be able to participate in the discussion anymore.
Similar to leaving a group, agents have the ability to delete a group by clicking on the bin icon. This will have the same effect as leaving the group but it will also remove the group from the groups drawer.
Only Agents who have created Groups are able to delete them.
Manage your IM's by sorting through and leaving all the group chats that are no longer needed, closing all individual chats, this helps to de-clutter the chat drawer. New IM's that are started will bring up any historical chats between the two agents.
New message notifications on IM's let your agents know that they have new messages when the messages are received.
Searching within an IM speeds up the time taken to get to the relevant information much faster than scrolling through the full body of text held in the IM chat looking for the exact discussion had with another agent in the past.
To search through IM's:
Adding attachments to your IM's lets agents send files or screenshots or other files that will help the agent assist the user. It lets the more technical agents focus on their roles and gives the more user facing agents the ability to assist the users.
To send an attachment:
When communicating electronically, sometimes it may be difficult express an opinion without sounding rude or offensive. Adding emoji's to your agent IM's can bring a sense of clarity and can even add a bit of humour to a conversation should it be necessary.
To add emoji's to your chats:
Much like adding attachments to IM's, linking various objects within Deskpro in IM's can speed up the time it takes to resolve an issue that a user may be experiencing. Agents are able to link older tickets and chats to IM's so that the user-facing agent can get to the information that will help to solve the user's issue in the shortest possible time.
To link Deskpro objects:
Agents can move IM's or chats up or down the queue in the chat header, this could be used to sort group chats into an order that makes sense to the agent. Keeping the most frequently used chats closer to the front of the queue
To move a chat closer to the front or further away from the most recent chat:
For large helpdesks, having IM chats with many of the agents can cause the IM header to become overpopulated. Reducing clutter in the agent's IM header will help them to be more productive.
To remove a conversation or group discussion: