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How to Start a PC/Mac Session via Link and Messaging Tool

    This article gives guidance to Rescue technicians.

    Follow this procedure to connect to a customer using a link that you send to a customer using a messaging service or related tool.

    Before you begin:

    The agent's Technician Group must have permission to start Private Sessions.

    The agent's Technician Group must have permission to use the Link connection method.

    1. On the Session toolbar, click New Session.

      Result: The Create New Session window is displayed.

    2. Type the customer's name or other identifier in the Name field.

      Result: You will use this name to identify the session on the Active Session tab and in the Session List.

    3. Select the Link tab.
    4. Click Copy Link to Clipboard.

      Result: The link is copied to your clipboard.

    5. Paste the link into your messaging tool and send it to your customer.
    6. Ask your customer to open the message and click the link or paste it to his browser.

      Result: The customer sees a dialog box asking him to download the Rescue Applet.

    7. Tell the customer to download the Applet.

      Result: The download should take about 15 to 30 seconds.

      Note: The download procedure may vary depending on the customer's operating system and browser.

    8. Once the download is complete, ask the customer to click Run to execute the Applet.

      Result: Once the Applet is installed, the customer status will change from Connecting to Waiting.

    9. Pick up the session by selecting it in the Session list and clicking Start.

      Result: Customer Status will change to Active.

    Results: You can now use the Technician Console to deliver remote support.
    Article last updated: 5 January, 2023