Service Desk console and general usage

Service Desk provides not only a new interface for users to monitor and manage attended sessions but also an opportunity to enhance user’s workflow. You don’t need to wait for a new 9-digit code generated from the end users' side each time when starting an attended remote connection.

1.Requirements

• Both On-Prem app and SOS version v3.7.2.1 or newer

• For a user account to be able to use the feature:

  • The attended access feature (SOS) should be included in your license.
  • He/she must have the attended access feature available to him/her, being a technician role for example.

     

2.How to enter Service Desk console:

You can enter Service Desk console from either the web console or the On-Prem client app.

• From Web console:
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• From On-Prem client ap
  • Windows users
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  • Mac users
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  • Android users
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3. How to help your client via Service Desk

• Channels: In Service Desk, “Channel” is similar to the concept of group of related sessions.

  When you enter Service Desk, you will find Home and Channel there:

  • Home: On Home, you can find all the attended sessions that are assigned to you. 
  • Private: Sessions in Private channel can only be seen by yourself. 

3.1 Create a new session and get it ready for support:

• Step[1]<Technician side>:

  Click the "New session" button on your chosen channel
  • • Share this support session to you client via link or pin code:
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    • The status of the session will be "Waiting" by now: 

• Step[2]<Supportee side>:

      With the link or pin code, the supportee can download the app and launch it.

• • Download:
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  • Launch the app: Input your team gateway address and get ready (If you want to skip this for your supportee, can contact us and get a SOS build with gateway address, then config it on your admin console)

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  • Step[3]<Technician side>: Request the access permission to the client's device

    • Once the end user launches the support app, the status of the session will change from "Waiting" to "Active"
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    • When the session is active, technician can request permission to connect by clicking “Start Remote Session“
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  • Step[4]<Client side>: Handle the permission request from technician

    • After the technician requests permission, the end user would see the prompt as follows to reject or grant permission.
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    • The following will show on the end user’s side if he/she grants the permission： 
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  • Step[5]<Technician side>: Access to the target device to support

    • If the user grants the permission, the “Start Remote Session“ icon will change fromto , which means the technician can connect to the user.

    • Now, the technician can start to connect by clicking “Start Remote Session.“

3.2 Other actions supported on Service Desk console

In addition to “Start Remote Session“, you can also take the following actions.

• Assign Technician: assign or re-assign a technician to the support session. 

• Transfer:  transfer the session to another assignee or another channel

  • To transfer to another assignee, permission for Release should be granted
  • To transfer to another channel, access to another channel should be granted

• Invite Other Technicians: Invite up to 2 other technicians to the support session (max total 3 techs)

• Copy Session Link

• Show PIN Code

• Release: release the session from the assigned technician
• Close: close the session

• Delete: delete the session from the channel

3.3 Session status 

• Waiting: The status will be "Waiting" for the user to download and run the Service Desk support app from the unique link right after a new session link has been generated.
• Active: The Service Desk support app has been started on the end user's computer; this session has a technician assigned, and the technician is ready to request permission to connect. 
• In queue: The session has been released and it's waiting for a technician to take the session. 
• Expired: The session exceeded the Session Expiration time that was preset from the Channel settings.  
• Closed: The technician has manually closed the session. No further connection is possible. To connect again, generating a new session is required.