Chat is Out of Labs - With New Roles and Permissions Capabilities (SolarWinds Service Desk)

We have now taken our chat out of Labs and it is available to all SolarWinds Service Desk users. The SolarWinds Service Desk chat facilitates real-time communication between agents and end-users. It enables agents to provide service to multiple requesters at once, improves first-touch-resolution and time-to-resolution metrics, and offers an improved user experience to requesters

Enabling Chat 
Go to Setup/Service Desk/Service Desk, look for the chat capability and turn it on. 

Setting Up Chat Roles and Permissions 
We have added permissions and restrictions capabilities to help you control who in the service desk can work chats and who can request service via chat. This way, you can make sure that the right agents process the right chats, and that relevant employees can get service via chat. 

To set up roles and permissions go to Setup/Users & Access/Roles and follow these guidelines: 

Examples

Agent Role: An agent that needs to work chats and also open chats on the portal will have the following permissions:

• Chat - Create
• Chat - Read - All

Or

• Chat - Manage - All

Agent Role per Site: An agent that only needs to accept chats from a certain site(s) will have the following permissions:

• Chat - Update - Site

Agent Role: An agent that does not need to work chats but can open a chat from the portal will have the following permissions:

• Chat - Create   

Requester Role: A requester that needs to be able to start a chat with the service desk will have the following permissions:

• Chat - Create

As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these enhancements!