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Use Desktop Viewing to view a customer's desktop without taking
control of the device.
- The agent's Technician
Group must have permission to launch desktop viewing
Instant Chat, desktop viewing can only be
started once the customer has downloaded the Rescue Applet
- The session must be Active
On the Technician Console
Customer Desktop tab, click
Launch Desktop Viewing Session.
If the customer is prompted to accept or decline your
request, ask them to accept.
Use the Remote Control toolbar to manage the session.
During desktop viewing, some toolbar options are disabled.
All other Workspace tabs remain available.
To end desktop viewing, click the red
X on the Remote Control toolbar.
Desktop viewing ends, but the session remains active.
How to Work with Multiple Monitors
When a technician is
supporting a customer who is using multiple monitors, the
Cycle Monitors button becomes available on the
remote control toolbar.
Cycle Monitors button to switch between
monitors, or click the
Select Monitor drop-down menu to select
any or all of the customer's monitors.