ServiceNow-Connect Support

爱被打了一巴掌 2022-10-11 12:20 135阅读 0赞

# Overview #

Connect Support is a real-time messaging feature that enables support agents to easily keep track of their support cases, quickly find solutions, and resolve problems faster.

## Connect Support Interface ##

![watermark_type_ZmFuZ3poZW5naGVpdGk_shadow_10_text_aHR0cHM6Ly9ibG9nLmNzZG4ubmV0L2xudmpw_size_16_color_FFFFFF_t_70][]

**A. Support tab** \- The support tab appears next to the chat tab in the Connect sidebar. You can switch between the tabs to access your chat conversations or support cases.

**B. Queues** \- Lists all the support queues you belong to.

**C. Cases** \- Lists all your open support conversations, also called cases.

**D. Chat mini window** \- Displays a conversation in a compact chat window on top of the standard interface.

**E. New window** \- Opens the conversation in the full-screen view of Connect Support, which shows all your conversations in one place and provides additional tools to resolve your cases quickly.

**F. Presence** \- Indicates when conversation members are viewing the conversation or typing.

## Full-Screen View ##

![watermark_type_ZmFuZ3poZW5naGVpdGk_shadow_10_text_aHR0cHM6Ly9ibG9nLmNzZG4ubmV0L2xudmpw_size_16_color_FFFFFF_t_70 1][]

**A. Accept a case** \- Appears when a new case is ready to be accepted in one of your queues. Click the button to accept a case.

**B. Support requests** \- Indicates the number of cases waiting to be accepted in the queue.

**C. Case details** \- Displays basic details about the case, including the user's name and avatar.

**D. Average wait time** \- Indicates the average amount of time it takes for someone to accept a new case in the queue.

**E. Timer \- Displays the total time the case has been open.**

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