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Agent Guide
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  • The Agent Interface
    • Introduction and Overview
    • Header
    • Filter pane
    • List pane
    • Content pane
    • 1-column view
    • Account preferences
  • Tickets
    • Ticket Properties
    • Ticket status
    • Ticket assignment
    • Departments
    • 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
  • Chat
    • Introduction to chat
    • Accepting Chats
    • Chatting with users
    • Assigning chats
    • Viewing open and past chats
    • Creating a ticket linked to a chat
    • Custom chat fields
  • CRM
    • CRM Introduction
    • Browsing CRM records
    • User records
    • Usergroups
    • Organizations
    • New users
    • User actions
    • Searching CRM records
  • Publish
    • Introduction to Content Publishing
    • Managing portal content
    • Portal content categories
    • Knowledgebase articles
    • Guides
    • News posts
    • Downloads
    • Comments on portal content
    • Glossary
    • Helping users find content
    • Translations for Publish content
  • Feedback
    • Feedback Introduction
    • Feedback types
    • Feedback status
    • Browsing feedback items
    • Working with feedback
  • Tasks
    • Creating a task
    • Linking tasks to tickets
    • Keeping track of tasks
    • Working with tasks
    • Commenting on tasks
  • Productivity
    • Snippets
    • Macros
    • Problems & incidents
  • Agent IM
    • Instant Messaging
    • @mention notifications
  • Appendix
    • Deskpro Terminology

Introduction to chat

23/03/2017 31/10/2017

The Chat app enables you to communicate with users via real-time text chat. Depending on your helpdesk configuration, users may be able to initiate a chat from the web portal or your website, or from both.

The chat button in the status bar gives you an overview of the state of the chat system. It shows the number of agents who are logged in to chat, and the number of users who are browsing your pages on your site or portal where chat is available.

Online-for-chat.png

Click the button to see details of the agents who are logged in to chat,

If you are not available to chat, you can log out of the chat system while remaining signed in to Deskpro. Click the Sign out of chat button to do so.

Note that there is a separate instant messaging system for use between agents. Logging out of user chat does not log you out of agent IM. See the section on Instant Messaging for details.

If you are logged in to chat, the button is green.

Online-chat.png

If you are not logged in, but other agents are, the button turns brown.

On-offline.png

If no agents are logged in, the button turns red.

Offline-for-chat.png

If no agents are logged in, users who try to chat are offered the option to email the helpdesk instead.

You can see a list of current and past chats from the Filter pane.

  • 4.1. Accepting chats
    • 4.1.1. Setting chat notification volume
  • 4.2. Chatting with users
    • 4.2.1. Chat details
    • 4.2.2. Chat visitor information
    • 4.2.3. Block user
  • 4.3. Assigning chats
  • 4.4. Viewing open and past chats
    • 4.4.1. Open chats filter
    • 4.4.2. Ended chats filter
  • 4.5. Creating a ticket linked to a chat
  • 4.6. Custom chat fields

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