Support chat room

I am seeking to implement a "support" chat room for our service desk by utilizing HipChat. Does a solution or documentation exist which to enable this? I am specifically seeking a way to:

  • Enable to "IT Support" chat room and create a new private session with IT Support
  • The chat wait for a service desk member to pickup the chat, estimated time to answer would be a nice to have
  • Engage in a chat with a service desk member
  • Ability to transfer the chat to another team member or have multiple IT employees monitor/enter the chat
  • Submit the chat to our incident management system (Service Now) to create an incident for followup

Please let me know if the following is possible.

/af

 

1 answer

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There are some add-ons that allow you implement an approach similar to that you've described. For example Smooch: https://smooch.io/hipchat/ .

Are you trying to integrate with JIRA Service Desk ? We don't have such integration there but it is something that we might be picking up in the future.

You can also can implement an add-on that caters for your specific usecase. This is the place to start: http://developer.atlassian.com/hipchat/

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