How do agents respond to end-users' Helpline requests?
End-users can proactively request to start a support session.
When an end user creates a request, every agent who is signed in to the Console receives a notification. You may have to enable browser notifications as described in
How do I enable browser notifications?
Frequently Asked Questions
- Can I change the timeout of a Helpline session?
- No. Currently, requests time out in 10 minutes that you cannot change yet.
- Can I enable AI-generated troubleshooting tips for my end users?
- Only admins can do that. See How do admins set up Helpline in GoTo Admin?
Article last updated: 2 August, 2023