Support Desk Features:
Support Desk is a connectivity tool that gives users the following:
- Remote support.
- Online file management.
- Support requests
- Pairing tags.
- Support Desk can be purchased as a standalone service but it is also included as part of a Sitelink3D and Sitelink3D Enterprise subscription.
- For instructions on pairing clients to a Support Desk, refer to the guide Sitelink3D: Support Desk - Pairing to a Support Desk.
Support Desk Information:
The Desk Information tab has four sections:
- Displays the Support Desk Number.
- Enable and edit the Auto-pair PIN.
- Edit the phone number associated with the Support Desk. The client in the field will see this number in case phone support is necessary.
- Specify required blocks of information needed from the client who is paired to your Support Desk.
- Add tags for machine type, operator, system, component serial numbers etc.
- Edit list of email addresses that will receive a notification whenever a support request is made from the field.
- The Devices tab shows all clients paired to the Support Desk.
- The blue Topcon logo on the left indicates that the client is currently online.
Clicking on a client ID will expand the client information and allow the following:
- Change Tags: edit the data input into the pairing tag fields.
- Unpair: removes a client from the support desk.
- Remote Control: take control of the client control box.
- Remote View: view the client control box.
- File Transfer: gain access to the client hard drive to transfer file to, or copy files from the client.
The Support Requests tab shows a list of active support requests.
- Edit request: change the status of the request from open, progessing, completed or declined.
- Remote control, remote view and file transfer are also available from this tab.
- When a client in the filed makes a pair request, it appears here.
- If the auto-pair PIN was used, no request is made as it is paired automatically and appears on the devices list.
- A client can remove the support desk pairing with an unpair request made from their control box.
- If the auto-pair PIN is used, the client will be disconnected automatically.
- If there is no auo-pair PIN, the support desk must approve the unpairing.