Opening Remote Connections on Tickets
After installing the app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the Microsoft Quick Assist 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 Request a New Remote Session button.
This will add a note in the ticket timeline, and a ticket update notification should let the requestor know that the ticket has been updated. Please note, this update email should not be used in place of the ticket agent and requestor communicating to identify a time that fits both of their schedules. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session with the ticket requestor, the requestor will be able to see the request when directly accessing the ticket while logged into Incident IQ. From here, the requestor can either Accept or Deny the request for the remote session.
At this point, the requestor will need to wait on the agent to provide a Quick Assist code to access the remote session.
The agent will now need to generate and input the Quick Assist Code into the corresponding field, followed by clicking Send Session Code to send the code to the requestor.
With the Quick Assist code generated, the requestor can copy the provided code. In the Quick Assist app, the requestor will then need to paste the code into the field marked Code from assistant, followed by clicking on Share screen to finalize opening the remote session with the agent.
Once troubleshooting has finished, the working agent or requestor can close the session by clicking on Session Complete.
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Hannah Bailey - Director, Customer Engagement