Accepting chat requests from Control Desk Service Portal users

As a Service Desk agent, you might belong to one or more chat queue person groups whose members respond to chat requests from Service Portal Self Service Center users.

You respond to chat requests from Service Portal Self Service Center users in the standard IBM Control Desk user interface. If you open a chat request that is related to an existing issue, Control Desk displays a link to the incident or request. You can use the link to view details about the existing ticket.

When you chat about an existing issue, the chat transcript is added as an entry to the communication log for the ticket after the chat ends. When you chat about a new issue, a ticket is created and the chat transcript is added to the communication log for the new ticket.

For information about responding to chat requests, see Accepting and conducting a chat: Service Desk agent.