HELP FILE

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.

Requirements:
  • 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.

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

  2. Ask the customer to accept the request.

    Result: The File Manager session begins.

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

    Result: All other Workspace tabs remain available.

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

    Result: 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.