Initiating Remote Assistance Sessions - Zoho Desk Knowledgebase

Initiating Remote Assistance Sessions inside Tickets

Remote assistance allows you to view and take control of remote PCs to resolve customer issues instantaneously. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, you can mark the ticket status, edit ticket resolution, and add session notes from the remote support session itself. Also, the session details along with your notes get added to the comments section of the respective ticket.

Note:
  • You must be granted a Zoho Assist license seat to start a remote support session. Please contact your administrator for more details.

Instant Remote Sessions
Instant remote sessions are much use when you know the customer is present at the remote end. For example, if you're talking with customers on the phone or engaged in a chat and want to initiate a session right away.

To initiate an instant remote session:
  1. Open a ticket to view its details.



  2. Click Remote Assist at the bottom of the ticket.
  3. On the Remote Assist page, select one of the following:
    • Access Remote Screen: To take control of customer's computer to address their problem.
    • Share My Screen: To share your desktop with customers to conduct demos or training.
  4. The email address of the requestor will automatically be pre-filled.
    You can change the email address, if necessary.



  5. Click Start Now.
    The customer will receive an invitation at their email address to join your session.
  6. Request the customer to log in to their mailbox and click the URL link in email, sent by you.



    Customers are required to download and install a plugin to join your session for the very first time.
  7. The technician console opens, and the session gets started.



Scheduled Remote Sessions
Schedule a remote session at your customer's convenient time. Your customer receives an email notification once you schedule a session and you can set reminders for yourself as well as your customer.

To schedule a remote session:
  1. Open a ticket to view its details.
  2. Click Remote Assist at the bottom of the ticket.
  3. On the Remote Assist page, select one of the following:
    • Access Remote Screen: To take control of customer's computer to address their problem.
    • Share My Screen: To share your desktop with customers to conduct demos or training.
  4. The email address of the requestor will automatically be pre-filled.
    You can change the email address, if necessary.



  5. Click Schedule.



  6. Enter the session Title and Description.
  7. Select the Timezone of your customer.
    If you aren't sure of the customer's timezone, it will be scheduled to your timezone.
  8. Choose the Date and Time at which you want the session to begin.
  9. You can set the time before which you want the reminder mail to be sent by clicking on Reminder.
  10. Click Schedule again.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us:  support@zohoforms.com


                            




                          

                        Zoho Marketing Automation

                          Zoho Sheet Resources

                           




                              Zoho Forms Resources


                                Secure your business
                                communication with Zoho Mail


                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times


                                  Carry your calendar with you
                                  Anytime, anywhere




                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now


                                              Zoho SalesIQ Resources



                                                  Zoho TeamInbox Resources



                                                          Zoho DataPrep Resources



                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW


                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now











                                                                                    • Related Articles

                                                                                    • Configuring the Zoho Assist Add-on for Zoho Desk

                                                                                      The Zoho Assist Add-on provides the ability to launch secure remote support sessions from inside Zoho Desk tickets. It allows you to view and control customer computers from anywhere—particularly when you're dealing with failing machines, reproducing ...
                                                                                    • Initiating AR Remote Sessions from Tickets

                                                                                      Augmented reality remote assistance provides your customers with access to expert guidance—through their smartphone or smart glass—they need to perform any task with ease. You can visually guide and collaborate with customers right from their support ...
                                                                                    • Configuring the Zoho Lens Add-on for Zoho Desk

                                                                                      Zoho Lens is an augmented reality (AR) remote assistance platform that allows technicians to provide remote assistance to customers using a smartphone camera or smart glass. A technician can intervene remotely, in real-time, carry out ordinary ...
                                                                                    • Sharing Tickets with other Departments

                                                                                      Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
                                                                                    • Working with Tickets in the Android App

                                                                                      The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace

                                                                                      Resources

                                                                                      Videos

                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                      eBooks

                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                      Webinars

                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                        Zoho Show Resources