Properties for Connect Support
Summarize
Summary of Properties for Connect Support
The Connect Support Properties page allows administrators to configure settings specific to Connect Support. However, it is important to note that Connect Support has been deprecated starting with the Utah release, and users are encouraged to transition to Advanced Work Assignment and Agent Chat for similar functionalities.
Show less
Key Features
- Enable/Disable Connect Support: The property
glide.connect.support.enabledcontrols whether Connect Support is active. When enabled, it allows the Service Desk Chat button to open conversations in Connect Support, enhancing user experience. - Agent Conversation Limit: The
connect.support.conversationlimitproperty determines how many concurrent conversations an agent can manage, with -1 indicating no limit. - Agent Avatar Display: The
connect.support.showagentavataroption controls the visibility of the agent's avatar in support conversations, providing a more personalized interaction. - Idle Timer Settings: The properties
connect.support.idle.delayandconnect.support.idle.countdownmanage the idle countdown timer for users, enhancing session management by marking inactive users after a specified duration. - Closed Conversation Limit: The
connect.support.user.closed.conversationlimitproperty limits the number of closed conversations visible to users, with 0 allowing unlimited access to past conversations.
Key Outcomes
By utilizing these properties, ServiceNow customers can effectively manage support interactions, enhance user engagement, and optimize agent performance. Transitioning to Advanced Work Assignment and Agent Chat will ensure continued access to support capabilities beyond the Connect Support framework.
The Connect Support Properties page provides several configuration options specifically for Connect Support.
Starting with Utah, Connect Support has been deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.
| Property | Description |
|---|---|
| Should Connect be used for handling chat queue
entries glide.connect.support.enabled |
Disables or enables Connect Support. When the
property is enabled, the Service Desk Chat button in the
Employee Self-Service portal opens the conversation in Connect Support, rather than
legacy chat. Additionally, the Support tab appears in the Connect sidebar.
|
| Number of support conversations an individual agent can have at one time (-1
is unlimited) connect.support.conversation_limit |
Determines how many
support conversations an individual agent can have at one time. When the value is
set to -1, an agent can participate in an unlimited number of
conversations.
|
| Show agent avatar in Connect Support
conversations. connect.support.show_agent_avatar |
Determines whether an
agent's avatar is shown in a support conversation (enabled). When the property is
disabled, users see the agent's name only.
|
| Number of seconds to wait (without user interaction), before presenting end
users with an idle countdown timer connect.support.idle.delay |
Determines how many seconds a
user must be inactive in a support conversation before an idle countdown timer
appears.
|
| Number of seconds to count down from before marking end user as having left
their support session connect.support.idle.count_down |
Determines how many seconds
the idle countdown timer remains open after it appears. If the idle user does not
dismiss the timer before the countdown completes, the system closes the support
session.
|
| Limits the number of closed conversations that the support user can see. (0 =
unlimited) connect.support.user.closed.conversation_limit |
Determines how
many closed conversations appear in a user's support conversation history. When the
value is set to 0, all previous conversations appear in the
history.
|