Support queue

1. Open your team and press Support queue.
2. The owner or an admin opens Settings and numbers.
3. Give the help page an address and switch on Accept requests.
4. Optionally write a Welcome message and your Working hours. The hours are only shown; they do not open or close the queue.
5. Give the link of the help page to the people you support. Anyone who has it can ask for help.

The customer needs no account.

1. They open the link and read how it works.
2. They write their name and what they need help with. The RFDesk ID of their computer can be added now or later.
3. They press Join the queue and keep the page and RFDesk open.
4. The page shows their place in the queue and a ticket code, and updates by itself.
5. When a technician has picked the request up, the page says so. RFDesk then asks the customer, on their own screen, whether to allow the connection.

• The team sees the customer's name, what they wrote and their RFDesk ID.
• The ticket code only identifies the request. It is not a password, and the technician sees the same code.
• Leave the queue removes the request.

Members of the team see the waiting requests under Support queue. The list updates by itself every few seconds.

1. Press Claim to take a request. It is then marked as taken by you.
2. Press Connect. It opens the connect page with the customer's RFDesk ID filled in. If there is no ID yet, the customer can add it on their page.
3. The customer is asked on their own screen and has to allow it.
4. When the work is done, press Close. You can add a note that only your team sees. The customer's page then says that the request is finished.

Release puts a request back in the queue. Finished requests are listed under Done, and the owner and admins see the queue's numbers under Settings and numbers.

If someone contacts a customer about a request, the customer can ask them for the ticket code; the customer does not need to say it. More in Staying safe.