IT Service Desk launches chat service on

Next week we are launching a new online chat service to complement our existing self-service portal -

From Thursday 16 July, the next time you login to the portal, you’ll see a chat widget icon popping up on the bottom right of the screen. 

This means that as well as the portal to log an issue with us, request standard Service Catalog items, and search for Solutions to FAQs, you’ll be able to chat in real-time with IT Service Desk staff during working hours. 

We are also trialling the use of automated Answer Bots that can either offer you choices to guide you to an answer, or interpret your free text questions and provide answers based on a knowledge base of questions and the associated answers. 

Chat will help us solve many of your queries more quickly, without the need to go back and forth via email. But if we can’t answer your query in the chat session, we can log your query and pass it to the appropriate IT team in the usual way. 

We are launching the Chat service early to allow us time to fully develop the service before term starts. For example, the Answer Bots learn over time from the questions that you ask – so in the first few months, the bots will still be learning! So please be patient with us while we refine Chat, and please provide us with feedback to help us to improve.


Author: Service Desk, DDIS