View Your Customer's Desktop in a Webex Support Session

You can view your customer's desktop without requesting to control it to observe or advise them on how to schedule or troubleshoot an issue that they have.
1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Desktop tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request View.

A message appears, informing you that your customer has received your request. Your customer must select OK in the message box that appears on their screen to grant you permission.

3

Select OK.

After your customer gives you permission to see their desktop, their shared desktop appears in a window on your screen.

When you are viewing your customer's desktop, you can transfer files to and from the customer's computer.

Control Your Customer's Desktop

You can control your customer's desktop to assist or instruct them on how to troubleshoot an issue that they have.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Desktop tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request Control. A message appears, informing you that the customer has received your request.

The customer must grant you permission by selecting OK in the message box that appears on their screen.

3

Select OK.

After your customer gives you permission to see their desktop, their shared desktop appears in a window on your screen.

4

Select the mouse button to get control of your customer's desktop.

Show Your Desktop to Your Customer

You can show your desktop to your customer to display how to troubleshoot an issue that they have.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Desktop tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Share View.

A message appears, informing you that the customer has received your request. The customer must grant you permission by selecting OK in the message box that appears on their screen.

3

Select OK.

The Desktop View window appears, indicating that you are sharing your desktop.

Give Control of Your Desktop to Your Customer

At any time during the session, you can give control of your desktop to your customer. Giving control of your desktop can be used to allow your customer to access programs or files that they don't have access to on their computer.

When you give your customer control of your desktop, they can open any files or programs on your computer that aren't protected by a password.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Desktop tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request Control.

Your customer must grant you permission by selecting OK in the message box that appears on their screen.

3

Select OK.

Your desktop appears in a sharing window on the customer's screen. On your computer, the Desktop View window appears, indicating that you are sharing your desktop.

4

Tell your customer to click their mouse anywhere in the window that you are sharing to get control of your desktop.

If you are already showing your desktop to a customer, you can let the customer control it without stopping the session.

Stop Desktop Sharing with Your Customer

1

Go to the icon tray, title bar, or the lower-right corner of your desktop.

  • On the icon tray, select the Session button.

  • In the title bar of any open window, select the Sharing button.

  • In the lower-right corner of your desktop, select the Sharing icon.

2

In the menu that appears, select Stop Sharing.

Cobrowse With Your Customer Within a Click-To Session

Before you begin

You can start a click-to-connect session to cobrowse with your customer. A click-to-connect session allows you to automatically share the window that your customer started their session with.

You can view or control the customer's window.

Cobrowsing requires WebACD. See your site administrator for additional information.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Desktop tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request Co-Browsing > View or Control.

A message appears, informing you that your customer has received your request. Your request appears in a message box on your customer's screen. Your customer must grant you permission by selecting OK in the message box.

3

Select OK.

The click-to connect window that your customer originally started the session with is automatically selected as the window that you will be sharing with your customer.