Configuring the Zoho Assist Add-on - Zoho Desk Knowledgebase

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 anywhereparticularly when you're dealing with failing machines, reproducing bugs or clients that demand immediate turnaround. You can handle the entire remote support session from your web browser across operating systems like Windows, Mac, and Linux.

Benefits of the Add-on:
  • Allows you to see the problem in real time from the customer’s perspective.
  • Broadens your support capabilities as you can initiate remote support sessions directly from the Zoho Desk platform.
  • Reduces the time to resolution and increases first-contact resolution rates. For example, you can fix issues instantaneously instead of shooting an email and wait for a response or have back and forth email conversations.
  • Reduces the support costs by eliminating expensive site visits.
  • Increases customer satisfaction and strengthens loyalty due to fast, appropriate and accurate solutions.

For New Zoho Desk Accounts
The Zoho Assist add-on starts with a free 15-day trial of the Standard plan (of Zoho Assist) to give you a better idea of how it works. The trial begins the day you conduct your first remote session and allows you to add an unlimited number of remote support technicians. You can also view the number of days left on your Zoho Assist trial.

At the end of the 15-day trial, your subscription automatically rolls over to the
Free plan with access to 1 remote support technician (i.e., Admin). You must upgrade your Zoho Assist subscription to continue providing remote assistance to your customers.

  • There are no additional charges for using this add-on in Zoho Desk.
  • Only the primary contact (or the super admin) in Zoho Desk can administer the Zoho Assist account linked to it.
  •  Get a bonus 30-day trial of Zoho Assist on purchasing a Zoho Desk subscription.

For Existing Zoho Desk Accounts
You must enable the Zoho Assist add-on to provide remote support to your customers. On enabling the add-on, you will be enrolled in the free 30-day trial of the Standard plan (of Zoho Assist) to give you a better idea of how it works. At the end of the trial, your subscription automatically rolls over to the Free plan with access to 1 remote support technician (i.e., Admin). You can upgrade to a paid plan anytime during or after your free trial.

Also, some of your agents have most likely been conducting remote sessions before you enable this add-on. These agents are sent an email invitation asking them to join your linked Zoho Assist account. Such agents are tagged as "Pending" until they accept the invitation.

Enabling the Add-on
We’ll look at how you can enable the add-on and manage users underneath it.

To enable the add-on:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Zoho under Marketplace.
  3. On the Zoho page, click Zoho Assist
  4. In the Zoho Assist Add-on page, click Enable.

  5. In the Confirmation dialog box, click Continue to create or link your Zoho Assist organization.
The Zoho Assist add-on is enabled for your help desk. You can also view the current subscription level — free or paid.

Managing Remote Support Technicians
Remote support technicians are your agents who remotely connect to customer PCs to help resolve their issues. Once you purchase remote support technician licenses, you must add your agents as technicians. Only these technicians will have the ability to conduct remote support sessions from inside tickets.

  • The option to manage technicians is available only when you purchase licenses in Zoho Assist.
  • By default, the primary contact of Zoho Desk is added as a remote support technician, and you cannot remove them.
  • Only Zoho Desk agents can be added as remote support technicians.

To add technicians:
  1. Click the Manage Technicians icon (  ) on the Zoho Assist Add-on page.
    Add Technicians window slides open from the right.

  2. Hover your mouse pointer over the agents' image to select them.
    Alert: Adding "Pending" agents count toward your license seats in Zoho Assist.

  3. Click Add Technician(s).
The selected agents are added as remote support technicians.

Removing Technicians
You can remove agents who were added as remote support technicians. The removed agents can no longer be able to conduct remote sessions inside tickets.
To remove a technician:
  1. Click the Remote Support Technicians tab on the Zoho Assist Add-on page.
  2. Hover your mouse pointer and click the Remove icon (  ) corresponding to the technician you want to remove.
  3. In the Confirmation dialog box, click Remove.
The selected technician is successfully removed. You can reassign the Zoho Assist license to another technician, if necessary.

Re-inviting Technicians
A remote support technician can belong to only one Zoho Assist organization at a time. That said, it is likely that a technician drifts away from your linked Zoho Assist account and must be re-invited. The re-invite option allows you just to do that with your agents. Also, note that such agents are marked as "Pending," and cannot conduct remote sessions until they accept your invite.
To re-invite a technician:
  1. Click the Remote Support Technicians tab on the Zoho Assist Add-on page.
  2. Hover your mouse pointer and click the Re-invite icon  ) corresponding to the technician you want to re-invite.
    The technician is re-invited instantaneously.

Disabling the Add-on
If you decide not to provide remote assistance to your customers, you can disable the add-on in Zoho Desk. Please keep in mind that disabling the add-on doesn't cancel your Zoho Assist subscription until you downgrade it.
To disable the add-on:
  1. Click the More icon  ) in the upper-right side of the Zoho Assist Add-on page.
  2. Click Disable Add-on from the menu.

  3. In the Confirmation dialog box, click Disable.
The Zoho Assist add-on is disabled in your help desk.

Also Read:      Initiate Remote Session

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