Video calls can be a helpful way to share information related to Support issues. When responding to Help Desk tickets, a Support analyst may schedule a video call using google meet to gather further information reported in the Support Ticket. When attending a SureAdhere Help Desk video call there are several features one should be aware of to help share information between users and support analysts. Support will walk you through how to use these features, and we are providing the following guide for your reference
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Clicking the Camera icon in the address bar will toggle the camera on and off.
When the Camera icon is red and has a slash through it the camera is turned off.
Using the Chat Feature
On a Computer:
Click the chat icon (speech bubble) on the right bottom side of the screen.
Type your message in the text box at the bottom.
Press "Enter" to send the message.
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On a Computer:
Click the button (Present Now) at the bottom of your screen.
Choose what you want to share: your entire screen, a specific window, or a Chrome tab.
Select "Entire Screen." Note: sharing you screen will share what you have opened on your PC. If you do not want to share certain documents, please confirm they are closed and cannot be viewed, prior to sharing your screen.
Click "Share" to start sharing.
To stop sharing, click "Stop sharing" at the bottom of the screen.
Recording the Meeting
Video calls can be recorded, but are not recorded by default. If it is decided to record the call the SureAdhere Support Analyst will announce that the call is being recorded prior to hitting record to get permission from the attendees. A message will also appear on the screen indicating the call is being recorded. We do not typically record calls.
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