Agent IM is our internal instant messaging system that enables you to communicate with other Agents, Teams and Departments quickly and easily from inside the helpdesk.

The Agent IM app is located in the top right-hand corner of the interface, when you receive a message from another Agent or a group chat you will see a notification display over the IM icon:

When you open the Agent IM app, the Conversations window will open in a hover state over the interface.

The Conversations window is split into 3 main tabs:

Active

The Active tab shows your most recent IM conversations, this lists all your conversations regardless of whether it was an individual Agent message, group chat, or department chat, or a helpdesk-wide broadcast.

This lets you quickly select and reopen your most recent conversations.

Agents

The Agents tab is a list of all the Agents in the helpdesk. This is ordered initially by your most recently contacted Agents and when you last spoke with them, then the rest are displayed alphabetically.

Groups

The Groups tab includes the various ways that you can communicate with multiple agents in the helpdesk at once. There are different types of group messaging available to you:

• Broadcast lets you send an IM to all agents in the helpdesk at once. This is useful for times where you need to communicate information to all agents at one time. To craft a Broadcast message you simply click on the option and write a message into the window as you would in any other IM window.

• Teams these are group chats for all of the agents in a particular teamm in the helpdesk, you will see these for any of the teams you are are a part of making it easy for you to group message to all the members of the team at once.

• Groups lets you create chats with different agents in the helpdesk, here you can see any group chats you are a member of, or create a new group chat with the   symbol.

When you create a new group chat it will open a window, you need to define the Group Name and select the Agents that you want to be a part of the group, you can also use the search bar to search for specific Agents.

@mentioning

When you @mention an Agent in a Ticket note, by typing @ followed by the Agents name, the notification will be displayed to them in an IM, the Agent will be notified of the IM where they will be able to click on the mention which will open the relevant Ticket.

Search

The search bar at the top of the Agent IM app which lets you search for specific Agents to message.

IM Tools

When you're sending IMs to other agents there are several tools you can use to enhance the messages.

The Smiley Face icon lets you insert emojis into your messages:

The Link icon lets you share a direct link to a tab that you currently have open, making it easy to share a ticket or piece of content with another agent:

And the Paperclip icon lets you add an attachment to the message.

You can also Search inside a conversation to find a specific message, you can open the search bar by clicking on the icon: