Incident IQ

Support Messenger


Support Messenger enables real-time communication between Incident IQ users. Easily start chat threads with requestors that are tied to tickets, or begin group chats with agents to tackle projects with a team.

  • Stay organized with threads tied to tickets: Agents can message directly with requestors about a ticket as it’s being worked. Messages can be tied to specific help requests, with message transcripts visible in the Ticket Timeline.
  • Send and receive important information with ease: Easily drag and drop files, share screenshots, link Knowledge Base articles, and even use emojis.
  • Keep everyone in the loop: Users attached to a message will receive notifications about new messages when they’re away.
  • Reply to messages anywhere in Incident IQ: Messages can easily be accessed anywhere in Incident IQ. View and reply to incoming messages in the message window, without needing to navigate to a different page.
Screenshot of Incident IQ's Support Messenger feature showcasing an active text chat between two agents
Screenshot of Incident IQ's Support Messenger platform with pop out screen of notification feature on top navigation bar
Screenshot of Incident IQ's Support Messenger direct message platform