To assist users we have gone to using remote assistance/request assistance (from the end user perspective)
Example:
John calls first line support and support instructs him to go to Start > Programs > Remote assistance:
Fill in the email address, set time limit to 10 minutes and send
First line support then acknowledges the ticket and assists,
We are fearing users will not be able to fumble their way through menus filling in details.
I want first line support to be able to send them an email with an assistance link that they click and it does all the hard work for them.
I.e First line support sends user email. User gets email and clicks link/token which in turn fills in the remote assist info and sends the ticket/assist to the first line support user
Can this be done?
We have used Dameware, MSTSC/RDP etc in the past but are tightening up in cerain areas. It MUST be done through Remote Assist now.
Any help would be appreciated
Start Free Trial
