Have you had an internal messenger for online communication with clients inside your service desk?

Yes, some service desks have built-in messengers for online communication with clients. This allows operators and clients to engage in real-time dialogue, quickly resolve issues, and improve support quality.

Such a messenger is usually integrated with a ticketing system, which allows saving chat history, linking messages to specific requests, and analyzing service quality.

If there is no internal messenger, external chat platforms (such as Slack, Microsoft Teams) or specialized chatbots for support are often used.