Initiating Remote Assistance Sessions inside Tickets

Initiating Remote Assistance Sessions inside Tickets

Remote assistance allows you to view and take control of remote PCs to resolve customer issues in real-time. 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 directly from the remote support session. 
Note: You must have a Zoho Assist license to start a remote support session. Please contact your administrator for more details. 
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Users with the Administrator and Agent profile can access this feature.
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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.

  1. The email address of the requestor will automatically be pre-filled.
    You can change the email address, if necessary.

  2. Click Start Now.
    The customer will receive an invitation at their email address to join your session.

  3. Request the customer to join the session using the session ID sent via Mail or SMS.



  4. Customers are required to download and install a plugin to join your session for the very first time.



  5. 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 window, 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. Set the time Reminder time for reminder mail notification.
    You can set the time before which you want the reminder mail to be sent by clicking on Reminder.

  10. Click Schedule again.

Note: You can also use Augumented Reality Remote Assistance to guide users on a smartphone or a smart glass. See also: Initiating AR Remote Sessions from Tickets.  

 


Unattended access remote session  

The Unattended Access option allows support representatives from the Desk to troubleshoot and resolve issues without customers providing access to their system for each session. For example, in the IT department the Sysadmins can use this option to install software or updates in the employee's computer without requiring them to give access everytime and be available in front of the system.  

Note: Unattended remote access sessions can be initiated only for devices that are online.
Adding customer devices to Zoho Assist

In Zoho Assist, support reps can add customer devices that require assistance. These devices will appear in the Unattended Access field. Once the device is added, the customers or other users will receive an installation link from the support rep and are required to install and configure the software on their system to facilitate remote sessions. See also, Unattended Access for Windows and Mac and Unattended access

 

Initiating unattended remote assistance

 

When a support ticket is submitted from the help center, a support rep can pick up the ticket and click the remote assist session from within the ticket. In the Remote Access section, they can navigate to the Unattended Access tab and pick the specific device they need from the list of devices added in Zoho Assist. From there, they can proceed with troubleshooting and sorting out the issues without the presence of the customer at the remote end.

 

After finishing the support session, the support rep can end the remote session. This involves updating the ticket status and including public or private comments to share details about the session. These details become part of a thread in the customer's support ticket, providing a clear record of the session along with specific details such as session start and end time.




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