When providing a remote desktop session to a customer, the ability to keep taking additional notes about the remote support session itself can be a very helpful tool not only during that assistance, but for future reference. Therefore, assistance can be even easier and faster!
When providing a remote desktop session to a customer, the ability to keep taking additional notes about the remote support session itself can be a very helpful tool not only during that assistance, but for future reference, for instance, if another IT support technician takes over the incident. These notes are extremely helpful, because they facilitate the record of everything that concerns the remote desktop session, helping them to provide an improved quality service to remote support customers. It might not give the impression of being such an important feature, but it will save IT Support technicians a lot of time, preventing them to ask the same questions to customers over and over again, and knowing immediately the typical problems a particular customer has. Therefore, assistance becomes easier and faster.
Once a remote support session is concluded, the notes are saved and become part of that customer details. The IT Support technician will be able to review and edit the remote support session notes each and every single time it is necessary.
Obviously, the IT Support technician can text whatever he feels necessary, capturing his thoughts regarding the remote support session and entering a complete description about the remote support session. It is also possible to insert biographic details about the remote support client, such as his name, email, customer number, etc. This is a very helpful feature, as it helps them to collect additional information regarding the remote support customer that might be important for future reference.