Requesting and conducting a chat: Self Service user

As a user of the Self Service Center, you can request a real-time chat with a Service Desk agent. Depending on how your live chat service is configured, you can do so in either or both of two contexts: when you are using the main Self Service Center page, or when a solution that you have selected does not fit your needs.

About this task

Regardless of which method you use to request a chat, after an agent accepts the request, the two of you can converse in a chat window about the issue.

The browser that you are using, the browser version, and the browser settings affect the behavior of the chat window. For example, if you are using Microsoft Internet Explorer, clicking on a link in a chat window might open a new window rather than a new tab in the current window. In Mozilla Firefox, the chat window might not be brought to the forefront when a new response is submitted. To enable windows to pop to the front in Firefox, launch the Firefox Options dialog, open the Content tab, and click Advanced for the Enable JavaScript check box. In the Advanced JavaScript Settings dialog, check the Raise or lower windows option.

  • Requesting a chat from the Self Service Center main page
    If your chat service is configured to enable it, you can request a chat directly from the Self Service Center main page. When you do so, you can select from a list of available chat topics.
  • Requesting a chat from within a solution
    After you search for and select a solution to your problem, you might discover that the solution does not fit your needs. If your administrator has configured the live chat service to enable you to do so, you can request a chat with an Agent to resolve your solution-related issues.
Parent topic: Working with live chats

Feedback