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Help Desk Live Chat for Real-Time Communication With Teams and Clients
Codenica ITSM + ITAM includes an integrated live chat enabling real-time communication between support teams, customers, and employees. Accessible on any device, it works seamlessly with the help desk workflow, supporting quick information exchange and improving collaboration.
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Chat Available Directly in the Application Sidebar
Chat accessible directly from the application menu allows users to communicate without switching views or interrupting their work. At any moment, a user can send a message to the team or a customer while maintaining full context of the task currently in progress. This approach supports smooth collaboration and fast responses to ongoing matters. Communication becomes a natural part of working in the system, rather than a separate process that requires changing tools. It provides real support for the multitasking workflows of help desk teams.
Instant Communication
The Codenica ITSM + ITAM help desk ticketing system includes an integrated chat available directly in the application’s sidebar menu. This allows users to quickly send messages to team members or customers without leaving the currently open view. The chat operates alongside other system features, enabling seamless communication while working on tickets, tasks, or documentation. This solution improves collaboration, shortens response times, and removes the need for external communication tools.
Real-Time Chat Communication
Real-time chat in Codenica ITSM + ITAM enables immediate information exchange exactly when it is needed. Conversations take place without delays and without the need to refresh views, allowing teams to respond quickly to questions, issues, and changes within tickets. This communication model shortens the distance between customers and the support team and also improves internal collaboration. Chat becomes a natural part of everyday work rather than an add-on used only in exceptional cases. The result is faster decision-making and more efficient ticket handling.
Real-Time Chat
- Real-time chat enables instant communication between customers, employees, and the support team. Messages are delivered without delay, making it easy to clarify ticket details, resolve uncertainties, and react to ongoing situations. This is especially important for requests that require fast response times or collaboration between multiple people at once.
- All chat conversations are archived and remain available for later review. This ensures the team retains a complete history of discussions, making it easier to continue work on a ticket, hand over cases between agents, and maintain consistent communication. The chat archive reduces the risk of information loss and supports continuity of service.
- The chat feature is designed with simplicity and ease of use in mind. It requires no technical knowledge or additional configuration-users can start using it intuitively from their very first interaction with the system. This makes communication natural for both customers and employees, regardless of their experience with IT tools.
Communication Across Teams and With Customers or Employees
Chat in Codenica ITSM + ITAM creates a single, consistent communication channel both within teams and between the company and its customers or employees. Instead of relying on multiple external tools, all information exchange takes place directly within the help desk system, always in the right context. This communication model speeds up responses, improves collaboration, and reduces information chaos. Every conversation has a clear purpose and place, whether it relates to an active ticket or a quick internal team consultation.
Team Communication
Team chat streamlines everyday collaboration between agents and employees by enabling quick consultations without interrupting work on tickets. Team members can exchange information in real time, agree on next steps, or jointly analyze an issue-without switching to external messaging tools.
Communication With Customers
Chat with customers and employees enables direct, immediate conversation at the moment a question or issue arises. Users do not need to wait for email replies or create additional tickets just to obtain basic information. Direct contact results in faster responses and a better overall support experience.
24/7 Live Chat Availability on Any Device
Live chat in Codenica ITSM + ITAM is available around the clock, regardless of where users are located or which device they are using. Communication does not end when a laptop is closed or the office is left-the system ensures continuity of contact between the team and customers or employees. Thanks to synchronization and notifications, no message is missed, even if the recipient is temporarily offline.
Always Informed
- Offline notifications help maintain communication continuity even when team members are not logged into the system. Sending a chat message automatically triggers an email notification, ensuring the information reaches the recipient without delay. This prevents important messages from being overlooked and guarantees that no issue goes unnoticed.
- When a user receives a message while offline, the system makes sure it is noticed. An email notification informs them about a new conversation and allows a quick return to the chat at a convenient time. As a result, communication remains smooth even when participants are not simultaneously active in the application.
- The chat is fully synchronized between the sidebar menu and the user profile view. Regardless of where the conversation is initiated, the entire history remains consistent and up to date. Users never have to wonder where to continue a conversation-the system always keeps it in a single, logical thread.
Universal Chat Availability in the Client Portal
The company chat available in the Client Portal ensures constant and convenient contact with the support team, regardless of time of day or user location. Customers and employees do not need to switch between tools or look for alternative communication channels. Conversations always take place in one familiar environment. Even when one side is temporarily offline, the system maintains communication continuity and reliable message delivery. As a result, communication remains smooth, predictable, and natural.
Chat Availability
Chat available in the Client Portal allows direct communication with the support team while handling tickets or using the system independently. If one party goes offline, the system automatically sends email notifications to ensure no message is missed. Users can return to the conversation at a convenient time without losing context.
Frequently Asked Questions
