Messenger

Definition:
The Messenger is a chat tool integrated within tickets, enabling code users and employees to communicate efficiently to resolve service cases and inquiries.

Purpose:

• Serves as a direct communication channel within a ticket, enabling real-time collaboration between code users and employees.

Key Benefits:

• Integrated Communication: Combines chat functionality with ticketing, ensuring all communication is contextually tied to a specific service case.
• Efficient Issue Resolution: In most cases, service cases can be resolved remotely through the communication facilitated by the Messenger.
• Better Preparation for On-Site Visits: If a service case requires an on-site solution, employees can use the Messenger to request specific information or materials from the user in advance, ensuring they are optimally prepared.

Structure and Features:

• Ticket-Based Access:
  • The Messenger is accessible within each ticket. Code users and employees interact directly through the chat linked to the ticket.
• Message Types:
  • Text Messages: Support for regular, italic, and bold formatting.
  • Attachments: Enables sharing of images, videos, PDFs, and other documents.
  • Links:
    • URLs: Share external resources.
    • Text Assistant Links: Links to interactive guidance in the assistant.
    • Video Session Links: Employees can initiate a video session directly from the Messenger, allowing both parties to switch seamlessly from writing to talking in real time.
  • Building Blocks: Predefined text blocks that employees can use to quickly and consistently insert frequently used phrases.
• Accessibility Rules:
  • Code Users: Any code user with access to the ticket can write as a code user.
  • Employees: Writing permissions depend on the employee's role and their involvement in the ticket (e.g., assigned or accepted the ticket).

Further Reading:
For more details on how to use the Messenger, read the article Messenger (article).