Remote Session
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When assisting a user and you have diagnosed that is required to do a Remote Session, you can present this option to the user.
Remote Sessions are made by SME team via TeamViewer. These are alternatives in the case to have a quick resolution/diagnose of what to do. We can use this opportunity to collect required information to escalate the case via JIRA to the DevTeam.
How to offer a Remote Session.
Ask the user for permission to remotely connect to his/her device. Ask the user what would be the best time and date for them and ask them what their local timezone (so you can check availability with the desired date) is. Once you and the user has set an agreement of date and time, ask the user to install TeamViewer.
* If you will be connecting through their Android/iOS device you need to advise the user to install a second application called TeamViewer Quick Support \[iOS]\[Google Play]
*As a recommendation, when you schedule a remote session, set it in your calendar and record it 15 before the agreed time.*
Once you have finished the remote Session, send an email to the user using the same ticket, with a recap of what was done in the Remote Session.