Help desk pros have another way to interact with their customers. Specifically, SaaS help desk provider Zendesk adds live chat to its roster of communication methods. Support agents can juggle multiple conversations at once and attach the logs to tickets — or turn them into e-mail discussions or knowledge base articles. Here are some quick details.

There are two basic use-cases for the live chat functionality, according to Zendesk’s blog entry: users can request to talk with the help desk directly from tickets, with the full session transcript appended to said ticket; from within the Zendesk dropbox, a tab that can be added to any webpage that gives users access to the knowledge base and ticket submission.

MSPmentor’s sister site, TalkinCloud, had the opportunity to recently chat with Zendesk. At the time, we heard Zendesk was looking into new avenues of communication and help connect users with the help they need. Zendesk Live Chat seems to be one of those new avenues.

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