---
title: "Handling Requests"
canonical: "https://support.appfire.com/space/CFSD/147784161/Handling%20Requests"
format: markdown
---
# Request Queues

Chat requests show up as "regular" service requests in your queues - it is possible to [set up chat-specific queues](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784129), to only see requests coming from chat.

In addition, a custom field is provided, displaying, in a separate column, whether a customer currently has the chat open ("is online") or not - you will probably want to handle "online" customers first, so that they have a chat-like experience, without undue delay. The chat request queues update in real-time, showing new chat requests as soon as they arrive:

![image](media://f5a9126b-030b-41fc-8772-60fa8b888469)

In addition to showing the incoming requests in your support queues, a top toolbar indicator is provided (> Macro (inline-media-image)

), notifying you in real-time how many requests originating from chat are there, which are unresolved and have unresponded new comments coming from the customer using chat:

![image](media://55cebd67-3fc4-4393-9ead-29ef7bdb77d0)

The indicator shows up only on these pages in Jira, in which project context can be determined - namely, the issue page and request queues. If you have [Jira Software](https://www.atlassian.com/software/jira/agile) installed, and you have configured [chat notifications for Jira Software boards](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784230), the indicator will also be present on your board pages.

In queues that [contain requests that originate from chat](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784129), requests that require your attention (the ones that have unresponded comments from the customer) are marked with a dot in the first column:

![image](media://e95fc59d-6cee-4297-8351-cbe8328043c0)

# Chatting With the Customer

In queues that [contain requests that originate from chat](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784129), when you hover over the request in the queue, you can see a chat icon (> Macro (inline-media-image)

):

![image](media://25ee1100-72bb-43e8-aea1-55a6f79ae65d)

Clicking this icon opens a chat panel, where you can have a direct conversation with the customer:

![image](media://ccee8607-a26d-4d61-b3a8-58c2880180d7)

This conversation is recorded as a set of comments in the request.

Alternatively, you can contact the customer using [regular issue view](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784195) - every comment you type there is immediately sent to the customer as a chat message. Both of these communication methods can be used simultaneously.

Lastly, you can see all chats from customers and respond to customers, using the [Chats Page](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784211).

## Integration with Canned Responses Pro

![image](media://fa8552f0-1e3b-4e4e-bd82-081ecc28bb28)

If you have installed our [Canned Responses Pro](https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates) app in your Jira, it integrates seamlessly with the chat panel, so that you can pick the preconfigured response from the dropdown:

# Other Notification Methods

Depending on your email notification scheme, you will probably also be notified by email about new chat requests - these requests are regular JIRA issues, so they generate emails just as other issues do.

Additionally, when you are in [Chats Page](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784211), page title will contain the number of unread messages:

![image-20241212-191036.png](media://20a6bbc6-87f3-4813-a17e-789b44ee7d6c)

Moreover, you can make the icon in the page title (next to the unread messages counter) blink, by setting the checkbox in the [Agent Online Status](https://appfire.atlassian.net/wiki/spaces/CFSD/pages/147784168) dropdown:

![image](media://705349b6-f295-495f-98a7-1dc08d2984de)

Also, it is possible to set up notifications using other collaboration software or services, for example [Slack](https://slack.com/apps/search?q=jira).