Chat and Remote Support
In addition to helping customers over the phone, by email, and in person, the CITES Help Desk can assist customers live via the Internet through Live Help Chat and Remote Support. You can use Live Help Chat to chat online with a Help Desk consultant. A second tool, Remote Support, allows consultants to view or control your computer (with your permission) so that they can troubleshoot problems that require in-depth support. Live Help Chat and Remote Support can be used independently.
Live Help Chat
Live Help Chat allows you to use a web-based chat application to ask CITES Help Desk consultants questions. You do not have to install software on your computer to use Live Help Chat.
Live Help Chat is compatible with the following web browsers:
- Firefox 2.0, Internet Explorer 5 and later for Mac OS
- Firefox 2.0, Internet Explorer 6 and later for Windows
Note: Please be sure to allow pop-up windows for the CITES Help Desk web site in your web browser so that the Live Help Chat window will not be blocked.
Directions
If a consultant is available to chat, the chat button in the left-hand navigation will display the message "Online - Click to chat with a consultant." If the button displays "Offline- Click to leave a message," then no consultants are available and you will instead be directed to a web form so that you can email the Help Desk.
1. Click on the Live Help Chat button (located in the left-hand navigation menu) to open the chat window.
2. Enter your name and email address. Please provide your campus email address (netid@uiuc.edu). ClickContinue.
3. Live Help Chat will inform you of the number of people ahead of you in the chat queue. When a Help Desk consultant is available, he or she will greet you and ask how to be of assistance. If the issue for which you need assistance requires in-depth troubleshooting, the consultant might ask to contact you by phone or use remote desktop support to view your computer.
4. When your chat session has concluded, simply close the Live Help Chat window. You will have an opportunity to rate the service you received from the Help Desk.
Remote Support
Remote Support is a tool that allows consultants to view your computer's screen and control your computer in order to troubleshoot your problem. Help Desk consultants will initiate Remote Support only with your permission. You can limit their access to specific applications and disable the ability for consultants to control your computer. Remember that the consultants will be able to see what is on your computer's screen, so please close any sensitive or private information before you use Remote Support.
Remote Support is compatible with Windows 2000/XP/Vista and Mac OS X.
Directions
If you choose to use Remote Support, the Help Desk consultant will guide you through the process over the phone or through Live Help Chat.
