Registered users stumble upon issue(s) or a bugg(s) which we’ve never encountered before (so there’s no forum topic to cover and suggest the solution).
Sometimes, users just ignore our suggestions and/or have no time to read the support forum in search for a fix reason for which, we have the Assistance page.

Because is reliable, easy to use and runs in a secure environment, we are using Chrome’s extension Remote Desktop for live assistance. (Thank you Google for that)

The process is quite simple.
Remote Desktop establishes a secure connection between two computers (devices) with access granted based on a Access Code (unique digit string automatically generated for each session)

Getting a connection ready.
There are 2 main options Get Support (if you are the one asking for assistance) and Give Support (the one offering assistance)

Get Support
To receive assistance from support staff, you’ll need to have the extension installed . Click the download button

When prompt, Access Code is generated and you’ll need to send that access code to the Assistance staff who offers support.

Offer Support
Once support staff has received the Access Code, must be added in the designated field and click the Connect button.
Remote connection is made and support staff can offer live assistance by having access to user’s pc/device.

We strongly suggest that both Support and User who needs remote assistance not to leave the desktop “unattended” because assistance session can automatically close the remote connection after some time.

The user who needs assistance can see every move/action of the support staff during remote session and can terminate a connection at any time having full control over pc/laptop functionality.

Key points:
– remote desktop must be installed in order to work
– user who needs support must send the Access Code to assistance personnel
– do not leave the session unattended eyes on the monitor on all time :)

Personally I’ve stumbled upon several difficulties during the assisting process and it’s good for the user who needs support to prepare a bit.
This are most common issues I’ve encountered:
– user had the laptop’s battery almost depleted… connection was terminated
– user had the entire interface in foreign language, pretty difficult to debug and assist when all desktop content or pc functions display in foreign language.
– user got scared when I opened the browser console for debugging a template page (Right click on page and click Inspect / Ctrl+Shift+I) – it’s not a malicious action, it’s a developer action for viewing and detecting issues of the web page when accessing the Console tab
– offline materials not easy to access. Both I as support and user had to search for their images in tens of folders. A good suggestion is to have them all in a folder on desktop for easy access
– screen resolution. Sometimes very big screen resolutions can be an issue because on Support window, elements are even smaller, small folders, small texts… so on
– user has concerns regarding anonymity. Well, this was a real challenge because I had to do image editing on … let’s say “images nude poses” … How did I managed to complete my task?
Via email, guide user’s actions step by step how to open the image file in their favorite editor, how to draw a black band to “censor” the face and voila… ready for me to take over. Inefficient from my personal point of view but it’s all about user being comfortable with this.
For the next assistance session, user said “…you already know me…” and no more censorship was required.

Security. Always have a running security program on. Better for both parties involved in remote assistance.