Our organization already has an IM platform (ex: Skype). And so the presence of an IM option in one tool such as DeskPro can be confusing for them. We would find a simple administrative option to disable agent IM (remove it from the agent portal) useful.<br /> <br /> An alternative implementation could be to make use of agent IM a permission, and then an admin could control it by user permission group. This would allow an admin to disable it at a more granular level than global. Of course, this is more complicated to implement.<br /> <br /> Our organization would just need the global enable/disable switch. Perhaps that is a good first step in a potential evolution to adding it as an agent permission.