Zoho Desk

Integrating Zoho Assist with Zoho Desk allows you to initiate remote support or screen sharing sessions, as WELL as unattended access directly from your support tickets. No prior setup or installation is required on your end or your remote customer's end to initiate a session. You can also schedule a remote support session or a screen sharing session from your support tickets. Once the session is over, you can update the Desk ticket status, edit the ticket resolution, and add session related notes.

To start or schedule a remote support session:  

1. Log in to your Zoho Desk account, then navigate to Views in the left menu.
2. Open the relevant Desk support ticket and click Remote Assist.
3. Choose either Access Remote Screen or Share My Screen under Remote Support to initiate the respective session.
4. By default, the invite will be sent to the email address that is mentioned in the ticket. You can also send the invite to a different email address if you wish.
5. To initiate a session immediately, click Start Now.
6. To schedule a session, select Schedule and enter the customer's email address, session title, date & time, description, and other details, as shown below.

Note :   Scheduling a session is only possible in Professional and Enterprise editions.

To check Zoho Assist's integration from Zoho Desk, click on Setup and choose Zoho under Marketplace.

 To remote access a device:    

1. Log in to your Zoho Desk account, then navigate to Views in the left menu.
2. Open the relevant Desk support ticket and click Remote Assist.
3. Choose Unattended Access to access a device remotely.
4. Choose the desired remote device from the dropdown to initiate the session.
5. Click Connect to establish the remote connection.

Diagnostic tools
 

1. You can perform system diagnostic operations, such as opening the command prompt, task manager and device manager, and viewing the status of the groups, hardware, printers, and so on associated with the computer.
2. Click on the tools icon and choose the diagnostic operation from the drop-down menu.

 

Power options

1. You can perform various power actions, such as Shutdown, Restart, Log out, Lock, Hibernate and Sleep.
2. Click the power icon to access the above-mentioned power options.

Once the session ends, you can update the ticket status, resolution, and session notes for that specific ticket in the Zoho Assist Technician Console. Session notes will be added as comments to the ticket.