SOS Call is part of the features available in Service Desk. Users needing assistance can now request for a support session via the new SOS Call application.
1. Requirements
-
Both On-Prem app and SOS version v3.7.4.5 or newer.
- Gateway version v3.36.0 or newer.
2. The main usage flow of SOS Call
Step[1]<Technician side>: Create the SOS Call
Enter the SOS Call management:
Create a new SOS Call:
Get the download link and send it to your supportee:
Note: A single SOS Call link can be used by multiple users without the need to create a link for each user.
Step[2]<Supportee side>: Download and run the SOS app
With the download link, get the SOS Call app based on your platform:
Once there's any issue need to be help with your technicians, launch the app:
Input your gateway address if needed. And submit your name and issues.
Step[3]<Technician side>: Find the request and offer support
After the request has been submitted on the supporter side, technicians would then see a new entry in the Splashtop Service Desk console indicating the user has requested support.
Additional information about name and issue details can be found by clicking on the newly-created entry:
3. The management of SOS Call on the admin console
3.1 Enable SOS Call for new/existing Service Desk channels
SOS Call is a setting item belonging to channel, it can be edited from the channel settings:
Scroll down the channel edit page to find Enable SOS Call:
3.2 Manage and create SOS Call download links
SOS Call applications should be dedicated to a whole group of end-users (E.g. A specific company, team of users, etc) since the generated link is reusable.
After enabling SOS Call in 3.1, you can access the management section. The Manage SOS Call icon will be found on the channel you've enabled.
Besides the creation, the existing SOS Call apps can be managed as follows:
- Edit : To assign a new technician or to change the name of the application.
- Suspend: Would temporarily make this SOS Call application link invalid for any new downloads, as well as for existing downloaded applications. Resuming an application won't generate a new link, the link would remain unchanged.
-
Remove: Would invalidate any existing link or downloaded applications.
3.3 SOS Call permissions
To edit permissions, go to Management > Channels > Edit technicians & permissions
- All technicians will be able to see new SOS Call applications if the default assignee is "Unassigned"
- Technicians with SOS Call permission can create/manage SOS Call applications whose default assignee is themselves.
- Technicians w/o SOS Call permission cannot create/manage any existing SOS Call applications.