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 Enterprise/corporate chat module Export knowledge base Export     SubscribeSubscribe      Show article info

This module makes it easy for you to improve communication internally in your organization while keeping the traceability and logging capability.


Bundled with the chat module is the push functionality that makes data automatically reload/refresh in your client, this is very useful for support teams among others. Having the dashboard automatically refresh without needing to click the reload button is very helpful and makes sure the users doesn't miss any important new changes.


Some of the features that are supported are:

  • Company/account chat for everyone on your company
  • Dynamic chat rooms that can be created for specific Users, User groups or Companies
  • User to User chat
  • Issue - chat
  • Complete logging and traceability on company/account, user and issues/cases/tasks



Remember that the chat module - enterprise chat must be activated to see and use the chat. Still do not see the chat? Check the Role permissions page, and make sure the relevant user groups have access to see and use the chat.




Knowledge Base Images/Icons/star_yellow.gifCompany/account corporate chat: 


Knowledge Base Images/Chat/Corporate_chat.PNG


Open the Chat page from the link in General - Chat. The first page is the Chat list, an overview showing the corporate chat, current issue chats and current support chats. In the right side bar is a list of users, showing the online users first. You can right click on users to get information about them or start a chat with them.


The first chat in the chatlist is the company chat, named for the account. Click on this to open the corporate chat sub-tab. (Everyone with the permission to view the company/corporate chat can see the chat and open it.)


Viewing messages:You can see older chat messages by clicking on the options in the header :Show messages from. The available options are:  

  • Yesterday
  • 7days
  • 30 days
  • All

Posting messages: Just write something in the bottom textfield and press 'Enter' or click the 'Send' button. Your own lines will be shown in a blue tint in the chat window.





Knowledge Base Images/Icons/star_yellow.gifDynamic chat rooms:


Knowledge Base Images/Chat/Dynamic_chats.PNG


Dynamic chat rooms can be created for specific users, user groups or companies. These are the only ones that will see the chat room.

Click on the chat in the list to open the chat room. If you have permission to edit or delete the chat rooms, those icons will be shown(as in the above screenshot).


If you have permission to create chat rooms, you'll see a button "Add chat room" in the main Chat tab. Clicking on it opens a dialog where you can enter the name of the chat room and the permission for it. These permission options are available:

  • Public - The chat is available to all.
  • Private - Clicking on this opens the access control section on the dialog. The access lists individual users, User groups and Companies. You can add/remove these users/groups/companies by clicking on the respective buttons. Move users/groups/companies between the Available and Selected sections by using the buttons, or by drag and drop.


Knowledge Base Images/Chat/Dynamic_chat_settings.PNG






Knowledge Base Images/Icons/star_yellow.gifUser to User chat:


User chat is a private chat between two users. It can be initiated from two places: The Chat tab - Users list in the , or the Online users in the main navigation panel.


Knowledge Base Images/Chat/UserToUser_chat_initiation1.png


User context menus - You have some options by right clicking on users:

  • User information - this shows the user information dialog where you can see some user info and even edit some things if you have the right permissions.
  • Chat - This initiates a User chat with you and that user. This option is only available if the target user have permission to chat. The User chat opens in a chat subtab with the user name on it.
  • Status text - (Only shown under your own name.) This allows you to edit the text accompanied by your own online status, for others to see. 
  • Online status - (Only shown under your own name.) Set your current online status here. The status do not have a mechanical aspect, just a way to tell other people that you're away or busy. There's nothing currently to prevent someone from posting you through the User-User chat.. You can select three options:            
    • Online
    • Busy
    • Away 


Chatting: Note that the other user will not see anything until you have written something in the chat first. Then the user will be notified that you've sent a message.

Viewing and posting messages: This is the same as for the corporate chat.


Want to see previous discussion with a user, but don't want to start a chat? You still have to click the user and select "Chat" to open your chat history. The other user is not notified unless you send a new message, so you can read the chat history at leisure.


Knowledge Base Images/Chat/UserToUser_chat.PNG






Knowledge Base Images/Icons/star_yellow.gifIssue chat:


You can create a chat on an issue. This is useful if you want to discuss something about the issue and want to have the discussion preserved in the issue history. This chat can involve multiple users, not just two. The chat text will be added to the Issue history log.


You can open the issue chat in two ways:

  • Chat icon in the Edit issue page. This is in the top of the page, just above the title. Click this, and the issue chat sub-tab will open in the Chat tab.
  • Issue context menu - Chat. The issue context menu is available everywhere where there are lists of issues. Right click on an issue to open the context menu and select Chat. This opens the issue chat sub-tab in the Chat tab.


Issue chat window: This looks very much like the other chats, except for one thing: The Users list to the right is divided into two sections: 

  • Issue section. The title of this panel is the issue key. This section shows all users in the issue chat for that issue.
  • Users section. This section looks like the ordinary Users section, showing all users. There is one difference - in the user context menu, you have the additional option to invite an online user to the issue chat you're in. "Invite to Test-123", for example, if the issue key is Test-123. 


The chat messages are added to the Issue history log and counts as comments to the issue, so they can be filtered by "View: comments only" in the issue history header.

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