Agents can leverage FastViewer to initiate a remote session on the user’s computer, enabling them to gain real-time visibility into the user’s environment and identify the specific issue at hand. This capability allows agents to directly observe the problem, eliminating the need for lengthy verbal explanations or guesswork. Moreover, FastViewer empowers agents to interact with the user’s system seamlessly, granting them the ability to perform troubleshooting steps, adjust settings, or provide guidance as if they were physically present. This streamlined process not only enhances the efficiency of issue resolution but also improves the overall user experience by minimizing downtime and frustration.

The FastViewer integration within the service management tool is available as a paid add-on, offering a 30-day trial period for evaluation. During the trial, the feature operates without any restrictions, allowing full functionality to assess its benefits. After the trial period ends, the feature will be deactivated. To continue using the FastViewer integration beyond the trial, please reach out to your Matrix42 representative for licensing options or further assistance.

The trial period starts when the admin clicks on the “Start trial” button on the Remote Assistance settings -page (see below). 

Using the Integrated FastViewer

The agent initiates a remote connection setting with the new Remote Assistance icon in the header:

Once clicked, a new browser tab is opened. Select the access type(s) and click OK.

Now the remote session link is displayed, this link needs to be shared to the user, who needs to access that link. The link can be copied to the clickboard. The link must be sent manually to the user. 

Enabling the FastViewer Integration

In ESM, go to Administration - Maintenance - System Settings - Remote Assistance settings:

Turn on the Remote Assistance by toggling the switch. If the free trial has not been started, start the trial by clicking the “Start trial” button.  

Now the Remote Assistance -permission needs to be enabled for roles and the users of roles:

Other Documentation

Link to the official product page here

For more technical documentation please refer to the documentation located in:
https://help.matrix42.com/