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.

Permission Required
Users with the Support Administrator profile permission can access this feature.
Check Feature Availability and Limits

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.

Notes:
  • 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  ) > Integrations > Zoho.
  2. On the Zoho page, click Zoho Assist
  3. In the Zoho Assist Add-on page, click Enable.



  4. 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.

Note:
  • 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.
    The
    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

    Access your files securely from anywhere

      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


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Offline Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal

                          Form Designer HR

                          Card Forms Food
                          Assign Forms Photography

                          Translate Forms Real Estate
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    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 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 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 ...
                                                                                                              • Introduction to Zoho Desk

                                                                                                                Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert ...
                                                                                                              • Integrating WhatsApp with Zoho Desk

                                                                                                                WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...
                                                                                                              • 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 ...
                                                                                                              • FAQs: Zia powered by ChatGPT and ChatGPT for Zoho Desk extension

                                                                                                                How is Zia's integration with ChatGPT useful for my business? The power of generative AI (ChatGPT) coupled with Zia's capabilities can bring a spectrum of benefits to the customer support processes in businesses Contextual responses to tickets: Zia ...
                                                                                                                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