Patent ID: 8996642
Filing Date: 2015-03-31
Classification: G06Q,H04L,H04N

Abstract:
1. A method of servicing information technology tickets via a computer network, comprising: retrieving, by a server from a database stored in memory, a first ticket having a first ticket identifier, the first ticket having first information to facilitate providing information technology support or services to a first computing device; identifying, by the server, based on the first information, a first priority and a first chat queue for the first ticket; receiving, by the server, an update to the first information of the first ticket; determining, by the server responsive to the update to the first information, a second priority and a second chat queue for the first ticket, the second priority different from the first priority; and assigning, by the server, the first ticket to the second chat queue with the second priority to initiate a first chat session associated with the first ticket and the first computing device to provide information technology support or services to the first computing device.