Overview

This document provides an overview of the Ad-hoc FastViewer feature available in the Matrix42 Professional. This capability allows support agents to initiate ad-hoc FastViewer connections to users' workstations. 

Solving an issue on the user’s workstation often requires a remote connection. Using separate tools for FastViewer can be inconvenient and inefficient. Having FastViewer capabilities directly within the Matrix42 Professional provides a more seamless and efficient workflow for support agents.

With this capability, agents can generate a FastViewer link and send it to the user. The user opens the link to initiate a FastViewer session.

Benefits

Using the ad-hoc FastViewer capability through the Matrix42 Professional can enhance agent efficiency and improve user satisfaction. Also, it eliminates the need for separate remote support tools. This results in a streamlined support process, enabling quicker issue resolution and better overall support outcomes.

Example

When a user encounters an issue with their workstation, they submit a ticket and quickly receives a FastViewer link. By clicking on it, the support agent resolves her issue in real-time, allowing her to return to work with minimal disruption.

Free Trial

You can get started with our FastViewer feature for free and enjoy a 30-day trial period. This trial allows you to explore the full capabilities of our FastViewer integration without any financial commitment. Set up the feature easily within the Matrix42 Professional and see firsthand how it can enhance your support processes.

Trial Period Terms

• 30-Day Validity: The trial period is valid for 30 days from the start date. Once initiated, you can fully utilize all FastViewer functionalities to evaluate their benefits for your organization.
• No Restart or Pause: The trial period cannot be restarted or paused. This ensures a continuous and uninterrupted experience for a thorough evaluation of the feature.
• Switch to Full Mode: To continue using the FastViewer feature beyond the trial period, simply set a new M42 license ID. This will automatically switch your account to full mode, enabling ongoing access to FastViewer capabilities.
• Trial Expiry Notification: Upon the completion of the trial period, the system will notify the admin with a message stating, “A new license ID is needed to continue the use of FastViewer.” This ensures you are aware of the trial's end and can take necessary steps to maintain service continuity.

Technical Details

Technical details are available in the ESM Admin Manual: 

Conclusion

The Matrix42 FastViewer Ad-hoc Connections integration within the Matrix42 Professional offers a streamlined and efficient solution for remote support. By allowing agents to initiate FastViewer sessions directly from the Matrix42 Professional Service Management Platform, this feature enhances the support process, leading to quicker resolutions and improved user satisfaction. The seamless integration eliminates the need for separate tools, providing a cohesive and user-friendly experience for both support agents and end-users.

Take advantage of the 30-day free trial to experience the full benefits of this integration and see how it can transform your support operations. For detailed technical information, please refer to the Admin Manual.