How to Manage Files on a Customer's Device

This article gives guidance to Rescue technicians.

Use the File Manager to easily and securely transfer files between your computer and the customer's device.

  • The agent's Technician Group must have permission to launch File Manager
  • During Instant Chat, File Manager can only be started once the customer has downloaded the Rescue Applet
  • The session must be Active
  1. On the Technician Console File Manager tab, click Launch File Manager Session.

    The customer is prompted to accept or decline your request to control his computer.

  2. Ask the customer to accept the request.

    The File Manager session begins.

  3. Use the File Manager toolbar to work with the customer's files and folders.

    All other Workspace tabs remain available.

  4. To end the File Manager session, click the red X on the File Manager toolbar.

    The File Manager session closes, but the session remains active.

CAUTION: Transferring the session or placing it on Hold will end the File Manager session.