Internal chat and ticket collaboration

Internal chat provides direct conversations between two agents. It is a Qisutu core feature and requires neither Kim nor Microsoft Teams. Contacts in the customer portal do not use this chat.

Open a chat and send a message

  1. Click Internal at the bottom of the left sidebar. When Kim is installed, the launcher appears immediately before Kim. Without Kim, internal chat and any available Teams launcher stay in the same lower action row above the user area.

  2. Find a colleague using Search agents and select the agent. Active agents can receive messages even when shown as offline.

  3. Enter your message and click Send. Enter also sends; Shift+Enter inserts a line break. A message may contain up to 4,000 characters.

  4. Reopen the conversation later to continue its saved history. Loading the conversation marks the partner’s messages as read and updates the unread indicators.

Online status means that activity was detected in a valid session within the last ten minutes. The agent list refreshes every ten minutes. It is not a second-by-second guarantee of presence or availability. A message is not discarded merely because its recipient is offline.

Contact colleagues viewing the ticket

In the ticket detail, Currently open by shows other agents who have the same ticket open. Use Message beside a colleague to open the direct chat with the ticket context. This indicates open views, not an exclusive editing lock.

When no other agent has the ticket open, use Invite a colleague and select an online colleague. Qisutu opens the chat and sends an invitation with the ticket link. The link grants no additional ticket permissions; group and program permissions still govern access.

Hand over a ticket

  1. Open the relevant ticket and the chat with the intended recipient.

  2. Check the ticket context in the chat to avoid transferring the wrong ticket.

  3. Click Transfer ticket and confirm the prompt naming the recipient.

  4. Reopen or refresh the ticket and check its owner and the internal handover article.

A successful handover makes the recipient the ticket owner. Qisutu also saves a handover event in the chat and an internal ticket note naming the sender and recipient. This is an actual ownership change, not just a message or an automatic change of the responsible agent.

Qisutu checks the acting agent’s edit permission and whether the recipient may edit the ticket in its queue. These rights come from Qisutu’s permission model; no new roles are needed. For The selected agent is not allowed to edit this ticket., check the recipient’s effective group permissions. For A ticket is required for the transfer., the ticket context is missing: start the handover from a ticket detail page.

Delete a conversation

After confirmation, Delete chat deletes the entire selected conversation for both participants. Closing the chat window does not do this. A deletion marker replaces the previous conversation. Ownership changes and handover notes already recorded on tickets are not undone.

Quick functional check

Open a test ticket as two authorized agents in separate browsers. Check presence, send a short message and hand over the ticket. After refreshing, the new owner, chat event and internal handover note must agree. Test conversation deletion only with messages that are no longer needed.