Course curriculum

  • 1

    Introduction to chat

    • A 5-minute introduction to Ticket Chat

    • DeskDirector Chat Walkthrough - User from ticket

  • 2

    User Chat

    • How do your users initiate a service chat

    • Chat - Turn on for every contact - 2022-09-08 15-35-222022-09-08 15-36-54

    • Chat - Chat can handle all sorts of urgent questions - 2022-09-08 15-46-15

    • Chat - abandoned chat - 2022-09-08 15-53-16
  • 3

    Service Agent Chat

    • How a Service Agent can end a chat

    • How a Service Agent can pick up an abandoned call

    • Manage availability for Techs and Service Agents

    • Chat in Tech timeline, chat history and create a time entry

    • Chat pickup when a Service Agent is on Do-not-disturb
  • 4

    Chat Admin and Reporting

    • How to provision chat to one company

    • Closing abandoned chats

    • How to provision chat to a single user