Accept a Helpdesk Request

Important:

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You can accept an incoming request from a helpdesk operator through the Helpdesk tab within the Collaboration window.

The Helpdesk tab is designed for helpdesk operators. You can access this tab only if you have helpdesks assigned. When you are part of a helpdesk you can see the Helpdesk tab in the Collaboration window. The Helpdesk tab displays a list of online and offline helpdesk operators. The helpdesk tab displays a number next to it, representing the number of unaccepted requests.

A helpdesk operator cannot initiate a conversation. Operators can only respond to the requests received from resources. To start participating in a conversation, the operator must first acknowledge the request.

To respond to helpdesk requests:

1. Log in as a helpdesk operator.
2. Open the Collaboration window and go to the Helpdesk tab.
3. Click the name of the Helpdesk to view the unanswered requests.
   Note: The helpdesk window supports a maximum of 100 unanswered requests.
4. Select the request that you want to answer.
   The chat window opens and the chats from the requestor appear.

   Note: Unless the operator takes the chat, it is marked unacknowledged. The time stamp turns red if the threshold time crosses. The time displayed is the average waiting time in all the active chats. The waiting time in a chat is reset only when the requestor leaves the chat.
5. Click Take Chat.
   When an operator takes a chat, the conversation is acknowledged, and the operator can answer the questions. The acknowledged conversations can be transferred to another helpdesk operator. The user who requested assistance is also notified. Also, the reason for transfer (if provided) is displayed in the Helpdesk tab.

   If there are no pending requests for assistance, an operator can help out with chats in progress with the other helpdesks operators.

   Note:

   • The Helpdesk tab displays the count of new chats, only for new messages on a helpdesk chat. However, when the user accesses the Helpdesk tab, the count disappears.

   • When a helpdesk operator transfers a chat to the same helpdesk or to any other helpdesk, the transferred message is displayed as a new message in the Helpdesk tab.

   • When a user logs in or refreshes their browser, the unread counter displays the total number of all unread chat messages.

6. To view the chats in progress, click the options menu in the Helpdesk tab and then click Chats in Process.