New Live Chat Function Supporting ITS Service Desk

New Live Chat Function Supporting ITS Service Desk

Users may have contacted our Service Desk from time to time whenever they have a question in using the central IT services.

Live chat is one of the channels our Service Desk is supporting, apart from self-reporting system, email, phone (3917 0123), walk-in (Library Building (Old Wing) 1/F) and chatbot

We are pleased to announce that we have recently deployed the live chat function of ServiceNow to replace the previous solution.  This enables us to leverage the benefits of ServiceNow which is the solution we are using to support the incident management process.  Incidents can now be created instantaneously from the live chat interface and the chat history can also be recorded under the respective incidents automatically.

Next time when you have a question to Service Desk, you can try out this new live chat feature.

Figure 1: User Interface of the New Live Chat

Figure 2: Creation of Incident under Live Chat

Michelle Cheung
User Services Team
Tel: 3917 6285


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