Opening Remote Connections on Tickets
After installing the Microsoft RDP Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the Remote Desktop widget just below the Submitted By section on any ticket.
The agent and requestor need to coordinate with each other ahead of time to determine the best time for a remote support session. The agent can request a new remote session at the appointed time simply by clicking on the Connect to [IP address] button.
This will add a note in the ticket timeline. Additionally, a remote session file will be downloaded to the agent's machine, allowing them to open up a connection as long as the requestor’s machine is online. Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.
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Hannah Bailey - Director, Customer Engagement