Start with Remote View to limit the support session to only viewing the end user's screen.
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- Invite your end user to join the session by sending them the Support key. You have the following options:
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Use the phone or a messaging app
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Tell the end user the support key over the phone or a messaging app.
End users can join a support session at https://helpdesk.me/join.
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Direct link
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- Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.
- Paste the link into your messaging tool, and send it to your end user.
- 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.
- Ask the end user to Accept the remote support request.
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Send Email
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- 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.
- Enter the end user's valid email address, and send the message.
- Ask the end user to open the message, and click the link to join the support session.
- Ask the end user to Accept the remote support request.
- Select Remote view on the Choose whether to take control window.
Tip: Remote view is only visible if the Request remote control as soon as the end user arrives box was not checked earlier.
- 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 multiple 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.
If you are using a Mac and you can't share your screen with the agent, you may have not granted the necessary permissions in the System Settings. Follow these steps to solve the issue:Select the Apple icon on your desktop.Select System Preferences.Scroll down to Screen Recording.Make sure that GoToResolve and Google Chrome are checked:
- To end the session, click End session in the left-hand column of the Support tab.