Opening Remote Connections on Tickets
After installing the SimpleHelp Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the SimpleHelp Assistance widget located 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 button.
This will immediately connect to the device regardless of whether they are logged into Incident IQ. The agent or administrator can then use SimpleHelp’s Technician Console to access the device remotely. As long as the ticket requestor is on a device with the app installed and online, they will not need to do anything on their end in Incident IQ.
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Hannah Bailey - Director, Customer Engagement