Live Online Chat: It’s the Fastest Way to Provide Support!

Online Chat provides administrators and end-users with a live, real-time communication channel to quickly and efficiently address problems as they arise. Online Chat was specially designed for your IT needs and is completely integrated with the rest of SysAid.  Your end-users enjoy all the perks of real-time communication while you maximize the automated processes of your help desk!

Emails and phone calls create virtual waiting lines. With Online Chat, the connection to your end-users is instant!

For a quick overview, check out our how-to tutorial on using the integrated functionalities of SysAid Chat.

Chat with Your End-Users, Access Your Help Desk, and Even Remote Control Assets – All in a Single Interface!

Online Chat takes all of the functionalities of a standard live chat application to the next level – it’s completely integrated with the rest of SysAid! That means that from within a chat conversation, you can access all the information you need to resolve a service request without having to search or open another screen.

In the Chat Console, you can:

• Initiate and respond to conversations with end-users
• See the end-user’s name, email address, computer name, and IP address
• View the end-user’s entire service history
• Create, close, and update service requests as you chat
• Save the chat conversation within the service request
• Perform a remote control session directly from the Chat Console
• Send and receive files via the chat conversation
• Add the chat content and time spent as an activity to the service request

Manage Multiple Chat Conversations – IT’s that Simple!

Online Chat increases your efficiency because unlike with phone conversations, a single administrator can easily handle multiple end-users at once in real-time. Not only do you need less manpower to support more end-users, but you can also improve your response time.

• View all end-users in a queue who have initiated chats
• Visual indicators and sound effects let you know when an end-user has responded
• Upload your own sound effects
• See which administrator is chatting with which end-user in the queue
• Choose from customizable text templates to quickly send a response

Create Queues to Direct Chats to the Right Operators

Define different support levels – or even different departments in your organization – as specific Chat queues. Every request that comes in can be directed to the Queue that can most effectively resolve the problem. This is both more efficient for your support team and provides your end-users with the fast service they want.

• Create predefined chat queues to which chat conversations can be directed
• Embed chat icons in your website or internal portal that can direct conversations to the appropriate queue
• Easily transfer end-users from one queue to another

For End-Users: Immediate Access to Technical Support

Online Chat provides end-users with an intuitive way to get the quick response they need when confronted with a technical issue. Live chat technology is now familiar to everyone, and end-users can initiate conversations via the channels that are most convenient for them:

• End-User Web Portal
• Chat icons embedded throughout your website or internal portal

When initiating an online chat session, the end-users can simply supply their existing service request number. You then have all the information you need to resolve their issue quickly and securely. 

When administrators aren’t available online, end-users can open Online Chat to leave a message. This message is automatically logged in your helpdesk as a service request. It’s just another way that SysAid can help you automate your IT processes while keeping things simple for your end-users!

All Your End-Users Need is an Internet Connection & Web Browser!

Because Online Chat is part of SysAid’s 100% web-based platform, all your end-users need is an internet connection and web browser to begin chatting with your IT department.  No additional software installation is required!

The Result: Real-time support that lets you resolve issues quickly and keep your end-users satisfied!