In today’s fast-paced business, your helpdesk agents need technology to get the job done as quickly as possible. FocalScope’s integrated Jabber client gives you and your team the tools to instantly communicate, share information, improve teamwork and maintain FocalScope’s ticket tracking and logging capabilities.
Until recently, if there was an issue that required a helpdesk agent to work with a colleague, he/she would need to make a phone call, lean over the cubicle, walk down the hall to have a one-on-one conversation or write a potentially lengthy email. Discussions between colleagues, however useful, could not be tracked and, if there were any concerns about the progress of a specific issue, supervisors or managers might have little information to review. Writing an email to explain the situation accurately, though properly logged, can require too much time. Instant messaging, built into the FocalScope solution, is an innovative solution to these dilemmas.