Respond to a help request |
If you are using service tickets (extended Guest for Remote Control OnDemand 1.74 and earlier versions) for help requests, you must first pass on a service ticket to the Host user by phone or e-mail. You find the service ticket on the Guest Help Request tab. The service ticket can only be used once, after which a new ticket will be generated. The Host user then uses the service ticket to send a help request to you. If you are using WebConnect tickets (extended Guest for Remote Control OnDemand 2.0 and later versions), you do not need to do anything. The WebConnect ticket can either be predefined in the OnDemand Host or the Host user can enter anything, for example a name or a keyword in the OnDemand Host. All incoming help requests are displayed on the Guest Help Request tab. Double-click a help request on the list to start a default session, which is typically remote control. Alternatively, select a help request and click a button on the toolbar to start a remote control session or another type of session. You will be prompted to log on to the Host. Once you have logged on to the Host, you can start helping the Host user using the available remote control functions, and you can communicate with the Host user using for example chat. Note To be able to service help requests you must first set up communication profiles and Help Request options on both Guest and Host. See Set up Help Request on Guest and Host.
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