Chatting with users
When a new chat comes in from a self-service user, agents who are logged in to the Support Agent Console can view the chat and join the session. Support agents have additional options and tools that can help them resolve the user's issue. When the agent closes the chat session, an incident is created or updated in BMC Remedy IT Service Management (BMC Remedy ITSM).
An agent can perform the following operations in a chat session: