How to CHAT with CA Service Management Support

[Gale_Bacon]

Have a severity 3 or severity 4 type question?  Engage support technicians through CHAT!

 

Live agent CHAT is now available for CA Service Desk, CA Service Catalog and CA IT Asset Manager.

Simply login to support.ca.com, choose new case and type in your product name.

When agents are available, you'll see a CHAT button.  For severity 3 or 4 type questions, click the CHAT button to engage support immediately!

 

As always, please continue to call in severity 1's and create support cases for severity 2 problems.

 

Best Regards,

Your CA Service Management Team

[Rachel_Macik]

If you are unsure about how to use the chat feature, or if you want to see if other products have been added to the support list, go to

ca.com/chat

 

You will be directed to the instructions and product list. Good luck!

[System]

I have also added the Service Management Support Chat link to the Overview page for quick access

Rachel Macik wrote:

 

If you are unsure about how to use the chat feature, or if you want to see if other products have been added to the support list, go to

ca.com/chat

 

You will be directed to the instructions and product list. Good luck!

[System]

Thanks for sharing this tip with the community Gale!

GALE BACON wrote:

 

Have a severity 3 or severity 4 type question?  Engage support technicians through CHAT!

 

Live agent CHAT is now available for CA Service Desk, CA Service Catalog and CA IT Asset Manager.

Simply login to support.ca.com, choose new case and type in your product name.

When agents are available, you'll see a CHAT button.  For severity 3 or 4 type questions, click the CHAT button to engage support immediately!

 

As always, please continue to call in severity 1's and create support cases for severity 2 problems.

 

Best Regards,

Your CA Service Management Team

[Legacy User]

Gale,

 

Is there a specific reason that the names come up as "CA Support Technician" within the chat? I prefer to know who I am talking to when discussing my questions/issues.

 

Thanks,

 

Clinton

[Gale_Bacon]

Hi Clinton,

Some teams have multiple technicians online at the same time, so that may be a factor.

I'm not entirely sure why it works this way, but I'll submit your idea on this topic and see what I can find out.

 

Best Regards,

Gale Bacon

CA Technologies

[Legacy User]

Thanks Gale! I know that they used to have that feature with the old version of chat (used with SDM support), but I've only had experience using the new chat with ITAM Support.

[Gale_Bacon]

We are all using the same CHAT tool now, but, as always, we will continue to 'fine tune' this tool!   Keep the ideas coming....