Rapid Support Features

All actions are permission based and the customer has overriding control of the entire session. When support representative actions are requested the customer is able to accept or deny them as they arise.

Keyboard Control Sharing
Using the customer’s remote keyboard is a shared action when the support representative has control of the customer computer desktop.

Mouse Control Sharing
When a session is initially established the engineer is automatically passed control of the mouse.

When the customer wants control of the mouse he or she simply clicks any button and control is returned to the customer.

Chat
Clicking the ‘Chat’ button on the toolbar opens a chat dialog windows similar to many IM messaging clients.

Reboot and Reconnect
When it is necessary to reboot the customer computer, perhaps after software or driver installations using this option allows you to continue the session when the customer computer is rebooted and reconnected back to the Internet.

Presentation Mode (show my desktop)
Sometimes it may be necessary for the support representative to show the customer his or her desktop, while still remaining in control of their own mouse and keyboard. This is a useful feature when demonstrating a software program that is not installed on the customer computer (e.g. Sales demonstrations)

Inviting a second support representative
Sometimes it may be necessary for the first support representative to invite a second support representative to share a single customer desktop session. This feature is particularly useful in scenarios where the second support representative has specific knowledge about the problem at hand.

File Transfer
Files can be transferred during a support session in either direction.