cancel
Showing results for 
Search instead for 
Did you mean: 
Create Post

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

Level 10

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

Chat.png

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: 

Action Subject Scope Description
Manage Chat Restrict by:
  • Department
  • Site
  • Create new chats from the portal
  • Read/Accept chats based on scope

Create
(New Chat)

Chat  
  • Create a new chat from the portal
  • Without this permission, the chat icon will not appear at the portal
Read (Accept Chat) Chat Restrict by:
  • Department
  • Site




 
  • Participate in the chats you have visibility into
  • Communicate with requesters
  • Without this permission, the chat icon will not appear on the platform side

 

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

1.png


Or

  • Chat - Manage - All

1.png

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

3 (1).png

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   

4.png


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

  • Chat - Create

5.png

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

Labels