The Control You Need
As a help desk support agent, your objective is to provide the necessary support and resolve problems in a timely and efficient manner. Sometimes this requires you starting a remote session and taking control of the user’s desktop. But if they don’t know how to allow you to do this, the process can be less than straight forward.
AutoAssist is the Skype for Business and Microsoft Lync 2013 software add-on that will help you to help them easily and enable you to take control quickly to start addressing the real reason for their request.
The User Experience
If your user needs to contact the help desk, then it is obvious they need assistance and the chances are they already have some degree of stress or frustration with the situation. The last thing they need is to be faced with a request ‘share their desktop’ which they don’t know how to do.
AutoAssist overcomes that issue by presenting the user with a simple option to accept a sharing request from the helpdesk agent, allowing them to sit back and relax while the support team analyzes the situation to provide the support they need.
This tool saves the support team time while also providing a better end user experience to the individual with the support issue in the first place.
Key Features & Benefits
- Initiate remote desktop share session
- Automatically grant control request
- User Accept/Decline prompt
- Deployable MSI
- Skype for Business
- Lync 2010* & 2013
- Windows XP SP3
- Windows Vista
- Windows 7,8 & 8.1
- Windows 10
* Only support desktop share, not control
How it Works
AutoAssist for Skype for Business and Microsoft Lync is a client-side Windows application designed to run continuously.
The machine that you wish to share with needs AutoAssist running, however, AutoAssist does not need to be running on the machine initiating the share.
To start a sharing session, send an Instant Message containing the keyword: $share$
Assuming the user accepts, a standard Microsoft Desktop Sharing request will be performed on behalf of the user. Simply accept the sharing request to complete the operation.
Once established, the Request Control button can be used if needed, and AutoAssist will automatically grant any control requests.
AutoAssist Sharing is Always Requested
The user will see an “Incoming sharing request” window. They will be able to see who sent the request and they will be able to accept or reject.