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.

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