Chatting with service desk agents in Control Desk Service Portal

In the Self Service Center in Control Desk Service Portal, you can chat with service desk agents to resolve an issue.

About this task

When you open a chat, by default the chat is flagged as a new issue, but you can choose to discuss an existing issue. Service Portal displays your open tickets, and you can specify which one you want to discuss. Specifying an existing issue gives the agent quick access to information related to the existing ticket and facilitates resolution.

When you chat about a new issue, a new ticket is created.

Complete the following steps to chat with a service desk agent.

Procedure

  1. Log in to the Service Portal.
  2. To initiate a chat, click Live Chat live chat.
  3. If you want to discuss an existing issue, select the item that you want to discuss in the New Issue window. By default, the new issue radio button is selected.
  4. Click Chat.
  5. To close the chat window, click End Chat.
Parent topic: Self Service Center in Control Desk Service Portal

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