Chat with Support

4 min

You can either use the in-build chat feature of Neurons for ITSM or use Microsoft Teams to instantly message the Support/Service Desk Analyst team to help solve your issues or answer your questions in a one-on-one chat. You can also create incidents from the chat.

If this feature is not available for you, your administrator might not have enabled it for you. Reach out to your organisation's administrator to get it enabled.

Using the Neurons for ITSM's built-in Chat

Tap the Chat with support icon .

A new chat window is displayed with the message "We are online" when the Support/Service Desk Analyst staff is available. If not, the message "Chat is unavailable at this time!" is displayed.

Once a Service Desk Analyst is assigned to your chat session, you will see the message "Connected to <Service Desk Analyst name>" in the chat window.

Type your query or the issue you are facing in the text box and tap the send icon .

The Service Desk Analyst will reply to your query or issue. In case it cannot be solved through the chat, an Incident will be raised and the Incident number will be displayed on your chat window.

If you stay idle on the chat for a long time, you will be logged-off after two warnings.

Using Microsoft Teams Bot

Prerequisites:

You should have Microsoft Teams installed on your computer and have a client account created.

You should have added the Teams app built for your organisation to your Teams client account.

a. Log in to your Teams client account.

b. Click Apps > select the Teams app your organisation has built > Add to a chat.

Your organisation's Teams app is now added to your chat contacts which you can use to chat with Service Desk Analysts.

Sample Image of Teams app build for Ivanti

IvantiSample Image of adding Teams app built for to Teams chat

If you cannot find your organisation's Teams app or have issues adding it to your Teams chat, reach out to your organisation's administrator.

Click the Teams app of your organisation that you added to your chat in the Prerequisites:Prerequisites: section.

To initiate a conversation with the bot, send a Hi.

A pop-up with commands is displayed.

Select any of the following command:

Create a Ticket - prompts to enter the subject and symptom of your issue to create an incident. The bot creates an incident and displays the incident ID. The incident is then routed to the Support/Service Desk team to address it.

Check the status of my ticket - displays the list of all incidents and service requests created for/by you. Click one to view it's status.

Chat with Support - opens a chat session with an available Support/Service Desk Analyst who will help resolve your issue.

Leave Chat Conversation - ends the chat session.

Help - displays a short description about each of the above commands.

If you stay idle on the chat, your session will expire after 3 warning messages based on the session expiry timeout setup by your administrator.

The options available to you may vary depending on how your organisation's administrator has set it up.