Remote Access Helpdesk

Remote Access Request handling might accelerate request solving by providing the option to log directly into the Customer's' system. Using a remote access solution, which might come with the Help Desk Software solution, makes it much easier to perform the service.

In order to activate the remote access solution, some issues should be taken into concederation:

Mode of Connection
Remote connection should be mutually agreed with the customer
Security Issues
The Security issues should be mutually agreed with the customer.
Reporting
Remote Access actions are recored in case history and reported as part of the case progress report (using Help Desk Software)