Systems and methods for prioritizing and servicing support tickets using a chat session
US8996642B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 26, 2014 |
| Grant date | Mar 31, 2015 |
| Priority date | — |
| Expiry date | Nov 26, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04N21/4788
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
The present disclosure facilitates servicing information technology support tickets. In some embodiments, the system includes a server configured to access a database storing two support tickets, each of which can have a ticket identifier and information to facilitate providing information technology support to a computing device. The server can receive an indication of a status from two computing devices, each of which can be associated with one of the support tickets. The server can determine a priority of each ticket based on its status, where the priority of the first ticket is higher than the priority of the second ticket. The server can initiate a chat session associated with the first computing device and the first ticket to provide information technology support to the first computing device, based on the priority of the first ticket and the status of the first computing device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.