Communicate more effectively with web conversations, a useful alternative to phone and email. Maintain complete web conversation histories and relate conversations to incident records. Employees can also use the web conversations to mark an incident as closed. And, if desired, this action can automatically close out the ticket completely. Technicians can respond to a web conversation which can also auto set the response time if SLA is enforced. All comments are recorded with a date/time stamp so users can quickly refer back to what was communicated.