Hi Ulto,

If you want to alter the way the Service Portal Role works you could create a custom role. One way is to change the current Self-Service Portal User role then click save. You'll then be prompted to enter a Name, Code and application for this new Role as you can modify a System Role. Then assign the new role to the relevant users or Groups that you don't want to have the Live Support available too within the Service Portal. remember to remove the old Service Portal role to then add your new custom role.

Then when a user attempts to use the Live Support in the Service Portal they'll get a message:

Chat support not available, your request will be handled offline

Thanks,

Dave

Hi Dave,

Thank you for your reply. 
I am talking about the "Live Support" in the Request module. I am not talking about how to create custom roles, but the below option should be based on roles

Hi Ulto,

I'd made the assumption when you were saying non service desk agents they were users only accessing the Service Portal. Not that they need Agent access.

In regards to Live Support its still the same action. Just remove the Live Support option by unticking Be able to request chat support from the Role the agent users have assigned. Then when they access the request module they wont see the Live Support option.