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Alexander Rasmussen  
#1 Posted : Thursday, August 9, 2018 8:49:54 AM(UTC)
Alexander Rasmussen

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Joined: 8/9/2018(UTC)
Posts: 1
Location: Aarhus


We are running a company, where customers receive an e-mail with a link to https://example.screenconnect.com (standard landing page), after they book an appointment with one of your IT-supporters. The supporter then has to generate a code in the system for the customer to enter, and then the customer has to click download and also find the file in the browser and open it up, before we can actually connect.

A lot of our customers are elderly persons, and sometimes our supporters spend 30-40-50 minutes on actually getting the customer connected. Especially because of the "Guide" that pops up, that says "Run" and "Cancel" etc. The customers are misled and tries to open the program, by clicking "Run" on the picture guide.. (if theres a way to disable this "guide", that would help ALOT too)

I want an option so that the link they open in our e-mail is like the ConnectWise Quicksupport programme - so as soon as they click the link, the file will download and open automatically and then ask for permission like every other programme. When they click "Allow", i want their e-mail or whatever information, to pop up in our system automatically. So we can just double-click the session, and enter the customers PC.

Or at least, for the time being, have it so the ConnectWise Quicksupport downloads and opens automatically after clicking the link, so they only have to fill out the Name, Email and Descibe Issue and then click send.

The main thing Im interested in, is having ConnectWise download and open up automatically. So the customer dont have to look for the download folder, or wherever in the browser the .exe file has "hidden itself".

Thanks in advance!

Edited by user Thursday, August 9, 2018 8:51:01 AM(UTC)  | Reason: Not specified

#2 Posted : Friday, August 10, 2018 3:55:59 AM(UTC)

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This might be a little tedious, but you could create an unattended support installer (perhaps one for each "IT-supporter") and email the customer the link to that file.

They could then simply install the unattended installer and your staff can connect. Once complete they could uninstall ("end") the session and it'll remove itself from the client computer.
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