Initiate a live chat or remote into devices to take control from within a ticket:
The live chat/remote control functionality allows technicians to start a live chat or take control of a device directly from the service desk ticket with the device and user where the ticket originated from.
Set Up Steps (On creation of a ticket):
- As a user (non-technician) select create ticket
- There is a checkbox stated ‘Specific Device / User’
- On enabling the checkbox, two dropdowns will appear – one for user, one for device.
- Search for the device and user
Please note: The device and user dropdown list is generated based on the devices and users within the list view table. So, to select the appropriate device and user, they must be online when setting up this functionality.
Set Up Steps (On an already created ticket):
- Go to the raised ticket
- Click on the options dropdown
- Click on device
- Search for the device and user and then save
Please note: The device and user dropdown list is generated based on the devices and users within the list view table. So, to select the appropriate device and user, they must be online when setting up this functionality.
