Create an incident from a chat

With ITSM Agent Workspace, you can accept and respond to customer chat requests and create incidents as needed.

Before you begin

Role required: agent_workspace_user or admin

About this task

Chat with customers and find out more about their issues. Jot down notes about both the customer and the issue in an interaction form. If it's an easy fix, solve the issue directly from the interaction. If the issue requires more investigation, create an incident and assign it to an agent.

Figure 1. Create an incident from a chat workflow

Procedure

1. Set your presence status so that you're ready to accept chats.

   From your inbox, click Status and select Available.

2. Accept a chat from your inbox and respond to the customer.

   Click Accept on the chat card, review the information in the Active Chat panel, and type your response.

3. Ask questions and find out more about the issue.
4. Add information about the customer and issue to the interaction record.
5. Create an incident for this issue.

   Click Create Incident on the Interaction form to open a new incident with the details from the interaction.

What to do next

Resolve an incident using knowledge