Remote Desktop for Spiceworks

Transcription

1 1 Remote Desktop for Spiceworks Getting Started

2 2 Table of Contents 1. Introduction Installing NTRglobal Remote Desktop Plug-in Installing the Reporting Module Accessing the NTRglobal Remote Desktop Setting Up an Account Granting Access Denying Access Login Issues Scheduling a Remote Desktop Session Scheduling a Session Notifying Your Customer Starting a Remote Control Session The Session Status Bar Getting the Most Out of Remote Desktop... 12

3 3 1. Introduction This guide provides an overview of how to use NTRglobal Remote Desktop for Spiceworks, a powerful integration that boosts productivity, reduces support costs and enhances customer experience by allowing Spiceworks users to remotely assist and perform on-demand support actions for their customers. 2. Installing NTRglobal Remote Desktop Plug-in The plug-in may be found on the NTRglobal vendor page ( or in the Extension Center of Spiceworks ( To download and install the plug-in, go to the NTRglobal Remote Desktop page in Spiceworks and click on Install.

4 4 2.1 Installing the Reporting Module All remote control sessions are recorded within the Spiceworks reporting module for further analysis. Click on the following link to download the plug-in: To see a list of all remote deskop sessions, run the report titled NTRglobal Sessions.

5 5 3. Accessing the NTRglobal Remote Desktop Before diving into the mechanics of NTRglobal s Remote Desktop for Spiceworks, let s review some key terms that you will find in the application: Remote Desktop: A feature that allows the user to connect to a remote computer, view its desktop and interact with it as if it were local. NTRglobal Account: By creating an account in the NTR Cloud platform, you will be able to benefit from all of the remote desktop functionality in Spiceworks. Session: Span of time during which you remotely assist customers using NTRglobal Remote Desktop. Grant Access: With this option, you allow Spiceworks to access your NTRglobal account, but without sharing your credentials or the full extent of your data. It uses OAuth, a standard Internet protocol. Deny Access: With this option, you deny Spiceworks access to your NTRglobal account. You will be unable to utilize NTRglobal Remote Desktop if you deny access. User: Name entered in your NTRglobal account. 3.1 Setting Up an Account You will need a valid NTRglobal account to use the Remote Desktop integration. If you don t have one yet, go to Settings, Manage Extensions and go to the NTRglobal Remote Desktop. Click on Configure followed by the Sign Up button to create an account.

6 6 You must enter a valid address. You will receive an with an activation link. Simply click on the link to start your 2-week trial. 3.2 Granting Access NTRglobal Remote Desktop for Spiceworks uses OAuth protocol, which allows users to share their information with other sites without sharing their passwords. It is simple, secure and industry standard. You will need to complete the OAuth process for every NTRglobal account you add to Spiceworks.com. Return to Spiceworks to finalize the set-up process. Click on Settings and click on Manage Extensions : Click on Grant Access, as shown in the image below: Enter your and password in the pop-up window and click on Login.

7 7 Click now on Accept : Once your data has been validated and your account activated, the following message will appear: Now you are ready to start using the plug-in in your ticketing system! 3.2 Denying Access If you click on Deny Access, you block Spiceworks access to your NTRglobal account and will be unable to schedule new remote desktop sessions. You ll have to grant access again if you want to use NTRglobal Remote Desktop for Spiceworks. To unauthorize access, return to the Manage Extensions list and click Configure followed by "Deny Access.

8 8 3.3 Login Issues If you re having trouble logging in, it could be due to one of the following reasons: - Your NTRglobal account has expired. Contact our sales team to extend your trial or receive more information about NTRglobal Remote Desktop for Spiceworks. - The or password are incorrect. Try again. If you still get an error message, contact the NTR Support Team Scheduling a Remote Desktop Session The plug-in is installed in your ticketing section in Spiceworks. Just click on Help Desk and Tickets. The NTRglobal icon is in the ticket toolbar.

9 9 4.1 Scheduling a Session Click on the NTRglobal Remote Desktop icon and choose one of the two options: a) Begin a remote desktop immediately: Click Start Now b) Schedule a remote desktop session for a specific date and time: Click Schedule 4.2 Notifying Your Customer When you click on Create, your customer will receive an with instructions. The is also saved in your ticket:

10 10 Please note that you ll need configure the settings in Spiceworks in order to the customer. If the customer cannot receive the , you can tell him the code by phone or by chat. 4.3 Starting a Remote Control Session To initiate a remote session, the customer clicks on one of the two links sent by a) Click on the link and download, and run the executable. b) Go to and enter the session code. You will receive an notification once the customer has accepted the remote control session, and your Spiceworks ticket will change the session s status as In progress.

11 11 If you are unable to see this message within the ticket, refresh the ticket. Click on the link, download the NTRglobal executable, and click on Run. In few seconds, the NTRglobal Remote Desktop for Spiceworks session will begin, and you will see your customer s desktop. During the remote control you can carry out the following actions: - Change color screen depth - Copy and paste - Transfer files - Remotely print Close the window to finish the Remote Desktop session. The NTR Cloud protects data transfer and storage through the extensive NTRglobal SSL network and ISO certified data centers spanning the Americas, EMEA and Asia Pacific.

12 The Session Status Bar Status Description Agent Action Ready In Process Completed A remote desktop session has been initiated by the support agent, who is waiting for the user to connect. An notification has been sent to the customer. The user has connected to the remote desktop session. The remote desktop session has been completed. The ticket will refresh automatically when the customer accepts the remote desktop session, and the status will change to In Process. Click on the "Start" button now for instant access. Close the ticket or start another new session. Check reports to see a summary of the session details. 5. Getting the Most Out of Remote Desktop NTRglobal Remote Desktop for Spiceworks is an important element of a fully integrated customer service strategy that supports the many channels your customers use to communicate with you. By integrating the NTRglobal Remote Desktop for Spiceworks, you will benefit from a comprehensive, powerful tool to actively help your customers and track everything in Spiceworks LBJ Freeway Dallas, TX USA spiceworks@ntrglobal.com