Start with Remote View to limit the support session to only viewing the end-user's screen.

• 1. Invite your end-user to join the session by sending them the Support key. You have the following options:

     Use the phone or a messaging app

     Tell the end-user the support key over the phone or a messaging app. End users can join a support session at https://helpdesk.me/join.

     Direct link

     1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.
        
     2. Paste the link into your messaging tool, and send it to your end-user.
     3. Ask the end-user to open the message, and click the link to join the support session.

        A new browser tab is opened on the end-user's device displaying the session chat panel.

     4. Ask the end-user to Accept the remote support request.

     Send Email

     1. Click Send Email.

        A new email message is opened in your default email application containing a session link.

        Tip: If a new message is not opened, check your default email application under your OS settings.
     2. Enter the end-user's valid email address, and send the message.
     3. Ask the end-user to open the message, and click the link to join the support session.
     4. Ask the end-user to Accept the remote support request.

  2. Select Remote view on the Choose whether to take control window.
     Tip: Remote view is only visible if the Request remote control as soon as the end-user arrives box was not checked earlier.
  3. Ask the end-user to click Share so that they can establish a support session.
     Note: End users can share their entire screen - or if they are using multiple screens, they can select one to share - a specific window or browser tab.

     Result: A Remote view support session is established.

     Important: You can elevate your Remote view support session to a Remote control support session any time by clicking Request Remote Control at the bottom of the screen.

If you are using a Mac and you can't share your screen with the agent, you may have not granted the necessary permissions in the System Settings. Follow these steps to solve the issue:Select the Apple icon on your desktop.Select System Preferences.Scroll down to Screen Recording.Make sure that GoToResolve and Google Chrome are checked:

4. To end the session, click End session in the left-hand column of the Support tab.
   Optionally, select Lock device automatically in the End remote session window to make sure the remote device is locked when the session ends.