Real-time live chat support for IT help desk ticketing system

Identity and access management
Unified service management
Unified endpoint management and security
IT operations management and observability
Security information and event management
Advanced IT analytics
Low-code app development
Cloud solutions for enterprise IT
IT management for MSPs

Active Directory
management Manage, track, and secure Active Directory

Identity governance
and administrationOrchestrate user identity management and access controls for Zero Trust

Privileged access
managementControl and secure privileged access to critical enterprise systems

Chat with end users and seamlessly convert every conversation into a ticket

Turn every interaction into valuable context. Empower end users to follow up on existing tickets or raise new ones to suit their requirements. Automate ticket creation at the end of every chat session while appending the conversation history to the ticket, maintaining context. This way, connecting the dots becomes effortless for fast-tracking IT service delivery.

Bring in your service desk peers or subject matter experts to fast-track resolutions

Expert assistance from your peers is always just a chat away. Initiate a conversation with your peers or subject matter experts from relevant sites through individual chats or group chats to deliver lightning-fast support to end users. Foster teamwork among technicians through private and group chats. Also, designate specific technician groups to handle incoming chat requests from end users.

Quick ticket resolutions with external assist

Use canned responses to ensure a smooth transition while greeting end users or transferring the chat to an expert

Set the stage for positive interactions with warm welcome messages. Keep users informed with predefined timers when chats are unpicked. Minimize wait times by ensuring technicians pick up chat requests within defined response windows, delivering faster, more efficient support.

Make real-time support accessible
to users across touchpoints

Enable end users to get the help they need without stepping away from their work. Embed the Live Chat widget on additional channels, including intranet portals and external websites, facilitating instant and accessible
support experiences.

Facilitate firsthand, real-time support and collaboration with Live Chat

Serve your end users in real time with a convenient channel

Deliver uninterrupted and engaging support experiences to end users at their convenience

Chat with end users and seamlessly convert every conversation into a ticket

Equip technicians with ticketing data to personalize support experiences

Bring in your service desk peers or subject matter experts to fast-track resolutions

Use canned responses to ensure a smooth transition while greeting end users or transferring the chat to an expert

Make real-time support accessible
to users across touchpoints

Talk to our experts about ServiceDesk Plus

Frequently asked questions

1. What is the difference between live chat and AI-powered virtual agents?

2. What are some of the essential live chat features that you would need to provide
real-time IT support?

3. How can live chat benefit end users and technicians?

4. Does ServiceDesk Plus support live chat for its users and technicians?

Features

Free guides

Next steps

Other products

See ServiceDesk Plus in action

Identity and access management

Unified service management

Unified endpoint management and security

IT operations management and observability

Security information and event management

Advanced IT analytics

Low-code app development

Cloud solutions for enterprise IT

IT management for MSPs

Active Directory management Manage, track, and secure Active Directory

Identity governance and administrationOrchestrate user identity management and access controls for Zero Trust

Privileged access managementControl and secure privileged access to critical enterprise systems

Enterprise and IT service managementDeliver a consistent employee experience across business functions

Customer service managementBuild a one-stop portal for customers with efficient account management

IT asset managementCentralize and automate the complete IT asset life cycle

SIEM Spot, investigate, and neutralize security threats

Log and compliance managementGain deeper visibility into security events and ensure compliance

Security auditingAudit Active Directory, cloud platforms and files to enhance your security posture

Endpoint management and protection platform (UEM and EPP)Secure and manage endpoints to protect your IT assets effectively

Endpoint managementAchieve intelligent IT device management with zero user intervention

Endpoint securityDefend against threat actors with proactive and reactive measures

Full-stack observability and digital experience monitoringAchieve end-to-end visibility, proactive issue resolution, and enhanced security

Network and server performance monitoringEnsure network, server, and storage reliability with AI-powered insights

IT incident managementEfficiently manage and resolve IT incidents while ensuring transparency

DNS and DHCP managementOptimize IP address and domain management

Cloud cost managementRight-size and take control of your cloud costs

IT analyticsConnect to your IT applications and visualize all facets of your IT

Cloud-native solutions for IT managementMonitor, manage, audit, and secure your multi-cloud and hybrid infrastructure

Business applications for ITBoost productivity and improve team collaboration

Custom solution builderBuild tailor-made apps to automate operations at your organization

Solutions for MSPsGrow your MSP business with scalable and secure IT management solutions

Facilitate firsthand, real-time support and collaboration with Live Chat

Serve your end users in real time with a convenient channel

Deliver uninterrupted and engaging support experiences to end users at their convenience

Chat with end users and seamlessly convert every conversation into a ticket

Equip technicians with ticketing data to personalize support experiences

Bring in your service desk peers or subject matter experts to fast-track resolutions

Use canned responses to ensure a smooth transition while greeting end users or transferring the chat to an expert

Make real-time support accessible to users across touchpoints

Other ServiceDesk Plus capabilities that can help deliver impeccable experiences

Microsoft Teams

Conversational AI

ServiceDesk Plus for Mobile

Talk to our experts about ServiceDesk Plus

Frequently asked questions

1. What is the difference between live chat and AI-powered virtual agents?

2. What are some of the essential live chat features that you would need to provide real-time IT support?

3. How can live chat benefit end users and technicians?

4. Does ServiceDesk Plus support live chat for its users and technicians?

Features

Free guides

Next steps

Other products

Active Directory
management Manage, track, and secure Active Directory

Identity governance
and administrationOrchestrate user identity management and access controls for Zero Trust

Privileged access
managementControl and secure privileged access to critical enterprise systems

Enterprise and IT service
managementDeliver a consistent employee experience across business functions

Customer service
managementBuild a one-stop portal for customers with efficient account management

IT asset
managementCentralize and automate the complete IT asset life cycle

Network and server
performance monitoringEnsure network, server, and storage reliability with AI-powered insights

IT incident
managementEfficiently manage and resolve IT incidents while ensuring transparency

Cloud-native solutions for IT managementMonitor, manage, audit, and secure your multi-cloud
and hybrid infrastructure

Make real-time support accessible
to users across touchpoints

Other ServiceDesk Plus capabilities that can
help deliver impeccable experiences

ServiceDesk Plus
for Mobile

2. What are some of the essential live chat features that you would need to provide
real-time IT support?