Audience: Those receiving support through a phone call with the Franklin University Technology Help Desk.
Disclaimer: The results and functionality of the following article only apply to the audience listed above.
If you are on the phone with a Help Desk technician and being asked to enter a session code, click here to enter that code.
Further Topics
- Instructions for Zoho Assist
- Support for iPhones or iPads
- Support for Android Devices
- Support for Mac Computers
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Instructions for Zoho Assist
The Franklin University Help Desk uses a remote screen sharing software called Zoho Assist.
To learn more about Zoho Assist, click here (additional information at the bottom of the linked page).
For detailed instructions about starting a Zoho Assist session with a technician on your PC, click here.
Support for iPhones or iPads
1. You can receive mobile device support using the app entitled: Customer App - Zoho Assist
2. Opening the app will present a few preliminary screens that can be moved through including one screen which requires a personal email address to be entered. Then you will be presented with the following screen to enter the session key (will be given to you by the Help Desk agent during the call), and press Join to start the session.
3. After entering the session key, you will need to allow Zoho Assist access to your screen.
4. When ready to share your screen, please select the option Start Broadcast.
5. When done with the screen sharing session and call, either reopen the app, or swipe down from the top of your phone to Stop Broadcasting. You can delete the app at this point.
Support for Android Devices
1. You can receive mobile device support using the app entitled: Customer App - Zoho Assist
2. Since you will only be sharing your screen, the extra add-on isn't necessary for most occasions.
3. If prompted, please allow for do not disturb access for the Zoho Assist Customer App.
4. After entering the session key, you will need to allow Zoho Assist access to your screen.
5. When ready to share your screen, please select the option Start Now.
6. When done with the screen sharing session and call, reopen the app to be presented with the option to end the session. You can delete the app at this point.
Support for Mac Computers
1. The most common was a support session is started is when a Help Desk technician emails you the link to start the session during your call with them.
2. This will prompt you to download the Zoho Assist file.
3. Double click the downloaded file.
4. Choose Join.
5. You will need to configure accessibility setting to allow for the screen sharing capability of the session.
6. In Privacy & Security settings, allow Zoho Assist access to Screen & System Audio Recording. After this your session with the technician can begin.
Further Support
If you are in need of a remote support session with a Help Desk technician, please give us a call. Our hours and contact information can be at helpdesk.franklin.edu.