You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register
Get Started: AI Resources for Oracle Cloud HCM – Go Here

Progress with Redwood: Redwood Resources for Oracle Cloud HCM -  Go Here

Ability to view chat transcript as a helpdesk user

edited Jun 3, 2025 7:41AM in Help Desk 3 comments

Summary:

Hi,

We are looking to enable chat within our Fusion Helpdesk environment and whilst this is working from an agent perspective, we are unable to see the chat transcript as a helpdesk user.

When advice is provided as a result of a chat it is important for helpdesk users to be able to reference but this doesn't seem to be possible out of the box. Interactions can only be seen in the Employee Search view as a helpdesk agent.

Is it possible to make this information visible to service users?

Thanks Andrea

Content (please ensure you mask any confidential information):

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!