Idea ID: 2739096

Live Chat in Serena Request Center

Status : Waiting for Votes
Waiting for Votes
See status update history
over 4 years ago

Live Chat Feature enables Service Desk Engineer to chat with the user and create the appropriate service request or incidents.

Live Chat Feature enables Service Desk Engineer to chat with the user and create the appropriate service request or incidents.  It enables the Service Desk to be more responsive to their customer needs and ensure the appropriate service request is created.

1. The Service Desk Engineer must be able to conduct multiple live chats with multiple users.  

2. The Service Desk Engineer must also be able to create the appropriate service request or incident on behalf of the live chat

3.  The live chat history must be saved together with the appropriate service request or incident.