Help someone with their own computer. You generate a one-time link, they open it and run DesktopAgent, and you see their screen. Nothing is installed, and DesktopAgent removes itself when you finish.
Before you start
A console login.
To create links from your own helpdesk tooling instead, see Issue support links from your own tooling.
NOTE: A link works once and expires 24 hours after you create it if it isn't used. Create it when you're ready to help, not in advance.
The Remote Support screen
Name or ticket #: optional, and only visible to you.
User link: the one-time link to send.
Copy the link.
Cancel session: withdraws the link if you no longer need it.
The status while you wait for the person to run DesktopAgent.
Connect to their screen: available once DesktopAgent is running.
End session: stops DesktopAgent and removes it from their machine.
Step 1 - Name the session
Go to Remote Support.
Under Name or ticket #, enter something you'll recognise later, such as Jane D, ticket #4821.
Step 2 - Generate and send the link
Generate the link. It appears under User link.
Click the copy button.
Send the link directly to the person, not to a shared channel.
Step 3 - Wait for them to run DesktopAgent
Step 3 shows Waiting for the user to open the link and run DesktopAgent…. When they open the link, they see this page and DesktopAgent starts downloading:
They open the downloaded file and choose what to share: their whole desktop, one window or one browser tab. A toolbar on their screen shows while sharing is on, and they can stop sharing from it at any time.
Step 4 - Connect
When DesktopAgent is running, click Connect to their screen. Their screen opens in a new tab.
Step 5 - End the session
When you're finished, click End session. DesktopAgent stops and removes itself from their machine.
Troubleshooting
The person says the link doesn't work. It has already been used, or it's more than 24 hours old. Generate a new one.
They ran DesktopAgent but nothing changed. Refresh the page. If it's still waiting, their network may be blocking outbound connections. DesktopAgent needs outbound port 443 to
*.readytech.com. See A session is slow or won't connect.They can't run DesktopAgent. Their computer's security policy may block it. They may need their IT team to allow it.