Live Manage: Activate Helpdesk Agent

To activate the Helpdesk agent on a single device:

1. From the left hand panel, click Devices.

2. Then click on the specific device/agent.

The Agent Page appears.

3. Click Manage > Helpdesk Agent > Activate.

To activate the Helpdesk agent on all your customers' devices:

1. From the left hand panel, click Customers.

2. Then click the specific Customer.

4. Click Actions > Activate Helpdesk Agent.

5. Click the Windows Taskbar.

The Helpdesk Agent icon should now be active.

After you activate the Helpdesk Agent on your customers' devices, there is one more step before your customers can begin opening tickets on their own. They will need to do a one-time authentication of the Helpdesk Agent (for purposes of identity confirmation).

After authentication, the customer has two new options for creating tickets. They can:

• Create a ticket using hotkeys
• Create a ticket via Customer Portal

Note: the contact will be asked to add the Full Name and Email Address the first time they run the Helpdesk Agent.

1. Right click on the Helpdesk Agent.

2. Click on Create New Ticket.

The Add Ticket form displays - the user can now enter a new ticket.