HELP FILE

Starting an Instant Remote View Support Session

    Start with Remote View to limit the support session to only viewing the end-user's screen.

    1. Invite your end-user to join the session by sending them the Support key. You can either send them a Direct link, Send SMS or Send Email by selecting the most convenient option of your choice.

      Direct link
      1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.
      2. Paste the link into your messaging tool, and send it to your end-user.
      3. Ask the end-user to open the message, and click the link to join the support session.

        A new browser tab is opened on the end-user's device displaying the session chat panel.

      Send SMS
      1. Click Send SMS.

        The Send SMS dialog box is displayed.

      2. Provide the end-user's mobile phone number, and click Send SMS.

        A confirmation box is displayed showing the number to which the SMS has been sent.

      3. Click Done.
      4. Ask the end-user to open the message, and click the link in the message to join the support session.
      Send Email
      1. Click Send Email.

        A new email message is opened in your default email application containing a session link.

        Tip: If a new message is not opened, check your default email application under your OS settings.
      2. Enter the end-user's valid email address, and send the message.
      3. Ask the end-user to open the message, and click the link to join the support session.

    2. Select Remote View on the Support page.
    3. Ask the end-user to click Share so that they can establish a support session.

      Note: End-users can share their entire screen - or if they are using mulitple screens, they can select one to share - a specific window or browser tab.

      Result: A Remote View Support Session is established.

      Important: You can elevate your Remote View Support Session to a Remote Control Support Session any time by clicking Request Remote Control at the bottom of the screen. Users on a Free Plan shall remember, that the elevation costs one freebie.

    4. To end the session, click End session in the left-hand column of the Support page.