Opening Remote Connections on Tickets
After installing the VNC Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the VNC 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 to the ticket timeline, and a ticket update notification should notify the requestor that the ticket has been updated. Please note that this updated email should not be used to coordinate the time that fits the agent and requestor’s schedule for the remote session. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session, the requestor can see the request when directly accessing the ticket while logged into Incident IQ. Next, the requestor can either Accept or Deny the request for the remote session.
Once accepted, they can copy and paste their Connection Password into the corresponding field in Incident IQ.
After the requestor has sent over their Connection Password, the agent can open a remote connection simply by clicking on Start Support Session. Please note that the code generated by the requestor only lasts five minutes after it has been generated. Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.
---
Hannah Bailey - Director, Customer Engagement