The SuperOps chat feature allows technicians to initiate direct, real-time communication with requesters to resolve issues more efficiently. By starting chats from tickets, assets, or alerts, technicians can quickly address support needs while keeping a clear record of all interactions.
Here’s a quick guide on how to use it effectively:
1. Initiating Chat from a Ticket
When a technician opens a ticket, they can initiate a chat with the requester associated with the ticket. Here’s the step-by-step process:
Associate an Asset: Link an asset to the ticket to view its status (online/offline) and user details.
Choose a Template: Use customizable templates for quick message initiation.
Requester Notification: The requester receives a prompt to accept the chat. Once accepted, the chat window opens.
Remote Support & Screenshots: Launch remote sessions or take screenshots (with requester consent) for better troubleshooting.
2. Initiating Chat from an Asset
Technicians can also start a chat from an asset:
Initiate Chat: Click the chat option from the asset page, which prompts ticket creation if one isn’t already associated.
Automatic Ticket & Chat Start: A new ticket is created, and chat opens automatically if the asset is online.
3. Initiating Chat from an Alert
Technicians can convert alerts into tickets and initiate chats:
Convert Alert to Ticket: Select this option to automatically create a ticket and start a chat.
Real-Time Communication: The chat opens, allowing the technician to address the alert in real-time with the requester.
Key Features and Functionalities of SuperOps Chat
The SuperOps chat feature is designed with various functionalities to streamline technician-requester interactions:
User Presence and Selection: Technicians can see if an asset is online and, if multiple users are logged in, choose the correct user to start the chat with.
Remote Sessions and Screenshots: SuperOps allows technicians to initiate remote sessions or take screenshots to assist in resolving the issue, with notification alerts ensuring no accidental screenshot captures.
Active Chat and Notifications: Technicians are notified of messages, user presence, and session activity, while both sides can see typing indicators, sent/received/read statuses, and more.
Additional Information and Limitations
Worklog Conversion: At the end of a chat session, technicians can convert the conversation into a detailed worklog for tracking purposes. Using AI-based notes, the worklog automatically summarizes chat duration, technician insights, and timestamps for efficient documentation.
Session Management: Each asset can have only one active chat session, and only one chat session per technician is allowed at any time. Clear error messages are displayed if these limitations are exceeded, showing which technician is currently engaged in the ongoing chat.
Multi-Channel Communication: SuperOps allows switching between chat and email communication channels within a ticket, enabling the technician to choose the best channel based on the urgency and context of the issue. The platform ensures these channels remain integrated, keeping all communication in a single, easily accessible thread.
Requester Engagement: Requesters must accept a chat prompt within two minutes for the session to start. The chat window remains accessible in a minimized state, and requesters can receive notifications for new messages while continuing their other tasks.
Operating System Compatibility: The chat feature is tested to work on Windows 10, Windows 11, and Windows Server 2019 and above. On Mac, it supports Safari 17+ and Mac OS 13+. Other versions and Linux systems may not be fully compatible.
Internet Connection: When there is no internet, the chat will try reconnecting 10 times for 1 minute each. After that, it will attempt reconnections every 5 minutes to reduce server load.
Agent Version: The agent version must be 202410090777 or higher for full chat functionality.
❓FAQ's
Why is the Chat Feature Technician-Initiated Only?
Our research and feedback show that technician-initiated chats enable faster, more effective problem resolution. When technicians start the conversation, they have all the necessary context from the ticket and asset information, which minimizes repetitive questions and allows them to address issues more proactively. This feature is designed to support MSP goals and workflows without disrupting efficiency.
For Requesters Who Prefer to Initiate Chat
SuperOps provides a solution for requesters who wish to start a conversation. Customers can submit a ticket with detailed information directly from the system tray. Based on the urgency or complexity, technicians can initiate a chat for real-time assistance. This approach ensures technicians have all relevant details upfront, leading to quicker, high-quality support.