Could your company use a chat?
Create a free company account and try chat, team communication and the Client Portal in practice.
Company Chat and Customer Service Chat
The Codenica system provides company chat for quick communication between agents, employees and customers. Conversations take place inside the application, can be linked to a support request and remain available in the history. Users can chat in a browser, and when the recipient is offline, the system sends an email notification. Codenica Cloud runs in Microsoft Azure, while Codenica On-Premise is installed inside your company and keeps communication data in your own infrastructure.
Company chat without leaving the application
Chat is part of the Codenica system, so users do not have to switch between the help desk and an external messenger. A conversation can be started from the side menu while the user stays on the current ticket, task or documentation view. It is a small detail, but it matters in everyday work - a question can be asked immediately without interrupting what the team is doing.
Conversation in the context of work
Company chat lets you quickly write to a team, employee or customer without leaving the view that is already open. You can clarify ticket details, discuss the next steps or pass on a short piece of information that does not need a separate ticket. Conversations stay in the system, so communication does not disappear into private messengers and it is easier to return to earlier arrangements.
Real-time company chat
Real-time company chat is useful when you do not want to wait for another email. An agent can quickly ask for a detail, an employee can explain a problem and a customer can receive an answer while their issue is being handled. Messages appear without manually refreshing the view, so the conversation feels like ordinary messaging while remaining inside the Codenica system and its permission model.
Quick exchange of information
- Company chat lets you clarify a ticket, question or task immediately. Instead of keeping several separate email threads, you can bring the right people into one conversation and agree on what needs to happen more quickly.
- Conversation history stays in the system and can be revisited. This makes it easier for another agent to take over a ticket, check earlier arrangements and keep support consistent when a matter takes longer than one conversation.
- Chat was designed for both agents and people who log in only to report a problem. There is no need to know IT terminology or configure another messenger - users simply open chat in the application or on the Client Portal.
Chat for teams, customers and employees
Company chat can support internal teamwork as well as communication with people your company serves. These two uses do not have to be split between several tools. In the Codenica system, conversations take place in one environment while respecting each user's permissions and context.
Internal team chat
Agents and employees can quickly discuss a case, pass on information or agree on the next step without using external messengers. Internal chat supports collaboration around tickets and tasks, while the conversation history remains available to people who have permission to see it.
Chat with customers and employees
Customer service chat makes it possible to answer a question or clarify a problem when the need arises. A customer or employee does not have to send another email or create an additional ticket just to pass on a short message. If the matter needs full support, the conversation can become part of the work on the ticket.
Chat access from a computer, phone or tablet
Company chat works in a browser, so users can access it on a computer, phone or tablet. Cloud provides access over the internet, while On-Premise can run at a local address inside the company network. There is no need to install a separate messenger on every device.
A message is not lost when the recipient is offline
- If the recipient is not signed in, the system can send an email notification about a new chat message. This lets an agent, employee or customer know that they should return to the conversation, even if the application was not open when the message was sent.
- When the user returns to the system, they can open the conversation and see the earlier messages. There is no need to reconstruct the context from memory or ask the other person to send the information again.
- Chat history is synchronized between the application's side panel, the user profile view and the Client Portal. Wherever the conversation was started, its continuation remains in one orderly thread.
Company chat in the Client Portal
Chat available in the Client Portal gives customers and employees a direct way to contact the support team. Users do not have to look for a separate email address or switch to an external messenger. They can write in the same environment where they check tickets, the knowledge base and assigned resources. If the recipient is temporarily offline, the system can send an email notification.
Contact with the support team
Chat in the Client Portal enables a direct conversation with the support team while a ticket is being handled or a user is looking for a solution on their own. Users can clarify a question, provide additional information and return to the conversation history when it suits them. With On-Premise, the Client Portal can run at a local company address and communication data remains in the company's infrastructure.
Frequently asked questions
