Chat for Service Management lets you have direct live conversations with your customers. They can contact you through a customizable chat widget placed on your customer portal or on any web site.
Chats generate service requests and for every customer's message they generate a comment. Your comments in turn create messages that the customer sees in the chat. In your support queues, you can see which of your customers are currently online and require your immediate attention.
Your issue views are updated on-the-fly with customer's messages.