Adding a participant to a chat lets you add other colleagues to the conversation. The ticket is still assigned to the original owner. The additional participants can add to the conversation.
Participants do not have many abilities in the Thread. Their basic abilities include replying to messages, leaving a note in the ticket, and leaving the Thread.
To add a new participant, select the Add Participant option in the Conversation Thread options.
An Add Participant chat window will open.
Select the participant(s) to add to the chat, enter any notes you want to tell the new participants, and then click Confirm.
Note: End-users will not see the additional notes entered. They are strictly for the new participant.
When a new participant is added, a notification is displayed in the thread.
The new participant will receive a notification that they have been added to a new thread. The Thread will also display on their Home page in the You are participating in queue.
For threads in the You are participating in queue, click the View Thread to open the conversation. If notes were added for you, they will display in the thread and are only visible to you and other participants who may have been added at the same time.
Click View Ticket to review the ticket information.
You can now reply to the conversation. Any message the participant sends will be visible to all participants of the thread, including the end-user.
When you are done participating in the thread, click Leave Chat. Leaving the conversation does not close the conversation or the ticket associated with it. The owner of the ticket will still have to complete the ticket and close it.
The Leave Chat window will open. Here you can enter any additional notes to be seen by the assignee of the Thread and Ticket.
