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  Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Using

This section describes the Self Service Portal and how to use Live Chat product to engage in a chat session with an end user. 

User

Description

Reference

End users

  • Accessing the Self Service Portal

Support agents

  • Agents (IT agents in BMC Helix ITSM: Smart IT with ESChat_Agent permissions) can connect to end users from Live Chat.
  • Case agents in BMC Helix Business Workflows can connect to end users from the BMC Helix Business Workflows UI.


Note: The Support Agent Console in BMC Remedy Mid Tier Server is disabled.