The Incident IQ Support Messenger app provides agents a fast and easy way to communicate with other users about a particular ticket. When installed, tickets will automatically display the Messaging widget on the right side of the ticket details screen to allow agents to start a conversation with other users.
Messaging Users in Tickets
The Messaging widget will appear on the right when working on a ticket. To start a conversation, click on New Conversation. Next, select one or more users to message and click Start Conversation. Now you can send messages, emojis, and attach files.
Under the Ticket Progress section, a Performed Action will be automatically logged when starting a conversation. Also, the conversation will be logged under the Timeline section.
Accessing Recent Messages
At the top navigation bar, you can click on the Message icon and view all Recent Messages. Clicking on a message will bring up the entire conversation. A link to the ticket will be available within the conversation to easily access the whole ticket.
You can start a new conversation within the Chat Box by clicking the message icon in the top corner. Next, search for the user’s name and create a new conversation with them.
The Chat Box can be minimized by clicking the top section of the chat box. This will give you easy access to the chat box while working throughout the system.
If a user messages you while you are online, you will receive a notification in the top right corner. You can either close the notification or reply to the user.
Also, you can access and reply to your recent messages on the left-hand navigation under the Messaging Tab.
Messaging Multiple Users
You can message multiple users about a specific ticket or question under the Users tab. Filter any user view so you can start a conversation with multiple users. At the top, click New Conversation to create a new conversation or search for a certain ticket to add to the conversation.
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Hannah Bailey - Director, Customer Engagement