If it on the other hand was not a profile specific error and the colleague also got the error, then you wouldn't have a problem logging on yourself with your own credentials in order to investigate where the error is. The solution proved easy and user friendly and. It was then a simple matter of moving the user's desktop icons and wotnot to the new profile. With the help of ManageEngines Service Desk we were able to centralize and capture over 99 of reported issues. If he didn't, then that verifies that it was a profile specific error, in which case we just reset the user's profile (by simply renaming the profile folder and let the system automatically create a new one). If we suspect that it may be a profile specific error we always ask the user to get a colleague to try logging in on the user's computer and see if he get the same problem. You should teach your users/customers to remember that their passwords are their own and that no legitimate company official will ever ask them for their password, this makes it much harder for scammers to get userful info from the user. You should never ever have it as a practise to ask users to give up their passwords to you, that's just a general rule. I am not sure exactly what kind of support you are providing but maybe you can bookmark these links. Which brings up the next point.ĭo you have a user account as well as an admin account? If you cannot access their account maybe you could more closly replicate a user error by using your user account instead of your admin one.
#Helpdesk remotepc password
To get the best understanding of the error/issue it is best to mimic what they are doing as closly as possible.Īs for username and password this would be a policy question between you and your users, or you and your company.
Sometimes over the phone explanations are not the best and its best to dive in and replicate the error yourself. It may happen that you get a call where they are getting an error message.
can only be given by an admin then naturally you will need to use your admin account. De HelpDesk integratie stelt technici in staat om remote support sessies te starten en toegang te krijgen tot de computers van uw klanten vanuit deze support platformen. If it is an admin issue such as the action they require, the permission they need, etc.
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