Add indicator on ticket that a remote session is active or when the last remote session was held
Either somewhere on the ticket, indicate who is currently viewing the ticket (or who has most recently viewed the ticket) or something indicating a tech is currently remoted to that device. For example, I had an urgent ticket come in and I reached out (via external communication) to a specific tech to address the ticket. By looking at the ticket I can see in he's assigned the ticket to himself and asked the contact for permission to remote to her computer. She responded and now I don't know what is going on (and because they are gold customers and a VIP contact, I NEED to know what's up). Instead of slowing my tech down who is actually trying to fix the problem by asking him manually, again what's going on, and him typing back WIP - some indicator (! or a colored dot maybe) that someone is currently remoted to her machine (the device has a relationship with this contact), at this moment, that would give me peace of mind as a manager without nagging my tech and slowing them down. Or maybe add something to the Ticket activity list so it's only one click away?
Tracey Naleway
shared this idea
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Tracey Naleway
commented
Oooo! A dot on the ticket up top where the machine name is...could be red for offline, green for online, and blue (or another color) for online AND a tech is currently using Atera to remote to the machine.