SysAid Chat

SysAid Chat provides administrators and end users with a real-time chat communication
channel to quickly address issues and meet help requests as they arise.

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Chat Capabilities for IT Support Personnel

Initiate and respond to chat conversations with end users

  • View end user’s name, computer name, service history, email, IP address, and more during the chat
  • Perform a remote control session directly from the SysAid Chat console
  • Save the chat conversation within the ticket
  • Send and receive files via the chat conversation

Manage Multiple Chat Conversations

Assist multiple users at once. View all users, who have initiated a chat, in a queue and view which IT administrator is chatting with which user. You can also choose from customizable text templates to quickly send a standard response during the chat. When administrators aren’t available online, users can still open SysAid Chat to leave a message.

Create Different Queues and Route to the Most Appropriate IT Personnel

Use distinct chat queues for different support issues – or even for different departments in your organization. Every chat request can then be directed to the IT expert who can most effectively resolve the issue at hand. Also embed chat icons in your website, or internal portal, to automatically direct chat conversations to the appropriate queue. Where needed, easily transfer users from one chat queue to another.

Immediate Access to Technical Support

Users may initiate a chat via the channel that is most convenient for them:

  • A chat icon in the Self-Service Portal
  • Chat icons embedded throughout your website or internal portal
  • Chat icons embedded in emails

Never Lose a Chat When You’re Offline

When offline, the SysAid Chat icon automatically changes to an offline image and your users are invited to leave a message that is automatically converted into a ticket.

Frequently Asked Questions

What Is The SysAid Chat?

SysAid Chat is part of the SysAid IT Service Management Software that provides a real-time chat communication channel. This chat is helpful to resolve issues as they arise, instantly, and to communicate this over an instant chat system. It also allows IT support personnel to initiate and respond to chat conversations with end users seamlessly.

How Does SysAid Chat Help With ITSM?

SysAid Chat helps with ITSM as it makes resolving requests easier than ever as they arise. During the chat, IT support personnel can view necessary information and perform a remote control session, save the chat conversation, and send and receive files within the chat. There is also the ability to manage multiple chat conversations and create different queues so that every chat request can be directed to the most appropriate IT expert.

Who Can Use The SysAid Chat?

SysAid Chat is a helpful communication tool that is typically aimed to be used by administrators and end users, typically within the IT team for IT support. The main purpose of SysAid’s Chat is for quick resolution for technical support, to avoid waiting for ticket resolution. That being said, SysAid’s Chat can be used by anyone within the organization.

Does SysAid Chat Provide Quick Service?

Yes! SysAid’s Chat is designed to provide instant service and conflict resolution for immediate access to technical support. This way, you can initiate a chat when it is convenient, and you will receive help from the most appropriate IT experts. Furthermore, if someone leaves a chat in the middle, this will automatically be converted into a ticket for an IT staff member to solve as soon as possible.

Is There A Chat Option In The Self-Service Portal?

Yes, you can access the SysAid Chat via chat icons in the Self-Service Portal that are embedded throughout your website or internal portal, and also in emails. This way, you can immediately connect to technical support when needed, at any time of the day.

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