Collaborate with others

[m3700]

In "Desktop Console" under "Support" there is

"

Collaborate with others
Join an ongoing session to resolve issues together.
000-000-000
Join

"

Could you kindly advise how to obtain the "ongoing session" number?

[GlennD]

Hi @m3700,

The support agent that is already in session with a client would provide you with the 9-digit session code from their Desktop Console either through chat or email, and you would enter it there to join their session, or they could send you a link to join.  

[m3700]

Hello Glenn,

Thank you for the fast response.
Yes, I tried to locate Session Number while running a Support Session.

Unfortunately had no luck with finding my current Support Session Number.
Could you kindly advise how an agent running a Support Session could find the current Support Session Number.
Hope you could provide a short clip or some relevant screen shots.

[GlennD]

Once you are in session with your client, click on the Participants icon in the upper left corner.

From here you can Transfer the session to another support agent or Invite them to join your session. When you click on Invite you will see the active session ID.

[m3700]

Hello Glen,

Unfortunately I cannot see "Controls" :

[GoTo_Robi]

Hi @m3700 ,

I believe the misunderstanding is that the collaboration feature is available for attended (pin code based ad-hoc) support only.

Invite agents to the managed device (pre-deployed device) is on the roadmap (currently eof Q2).

Thx,

Robi