The Chat app enables you to communicate with Users via real-time Chat. Depending on your helpdesk configuration, Users may be able to initiate a Chat from the Help Center or your website, or both.

You can see an overview of the messenger widget and chat in this video.

The Chat app lets you set your status, notification volume and see the number of 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. Head to the Chat app and switch the Online toggle off.

Note

Chat in Deskpro is now part of Tickets and can be found in the Ticket interface; all Chat functionality and actions are stored in a container within the Ticket properties pane.

To access a Chat Ticket you select it from the View Panel as you would with any other Ticket, then select the Chat tab on the Ticket properties pane.

Within the Chat tab you can see any information about the Chat such as assignment information, Chat fields, etc.

If you are logged in to Chat the icon is green.

If you are not logged in, but other Agents are, the button turns amber.

If no Agents are logged in the button turns red.

When no Agents are logged in Users who try to initiate a Chat are offered the option to Email the helpdesk instead.