Patent ID: 8903933
Filing Date: 2014-12-02
Classification: G06Q,H04L,H04N

Abstract:
1. A method of servicing information technology support tickets via a computer network, comprising: accessing, by a server, a database storing, in memory, a first support ticket having a first ticket identifier and a second support ticket having a second ticket identifier, the first support ticket having information to facilitate providing information technology support to a first computing device, and the second support ticket having information to facilitate providing information technology support to a second computing device; receiving, by the server from the first computing device associated with the first support ticket, a first indication of a first status of the first computing device; receiving, by the server from the second computing device associated with the second support ticket, a second indication of a second status of the second computing device; determining, by the server, a first priority of the first support ticket based on the first status and a second priority of the second support ticket based on the second status, the first priority higher than the second priority; and initiating, by the server via the computer network, based on the first priority and the first status, a chat session associated with the first support ticket and the first computing device to provide information technology support to the first computing device.