General

  1. Email Specialist on Remote Support Request

    If a customer makes a remote support request but the specialist is offline, an automated email should be sent to the specialist notifying him.

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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →

    This feature already exists in Instant Housecall:

    When your Customer tries to reach you, and you’re not available, your Customer will be given three options:

    - Wait for Specialist to Sign in
    - Contact another member of Specialist’s team
    - Leave a message

    When your customer leaves a message it will automatically be sent to you via e-mail.

    If you are on the Professional Edition and have SMS notifications set up, they will also be sent to you via SMS with your Customer’s contact details.

  2. Option to hide the floating window

    Would like an option to hide the floating window that that says Shift-F2 to chat Shift-F10 to disconnect on the customer's computer or make it visible to the customer but not to me.

    9 votes
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  3. Can I do temporary unattended for overnight?

    Sometimes I want someone on unattended for a day or overnight. Can I do that?

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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Sure can! You have two options:

    Unattended on-demand: If your customer clicks “Start Session” while you’re signed-out, they’ll be given the option to wait for you to sign in. They can set the time window to 12 hour (720 mins), and when you sign in the system will automatically connect to you.

    Unattended Access: Your customer can grant you unattended access, and when you’re done, you can delete it by highlighting their name and clicking “Delete unattended access”, or they can uncheck the checkbox when you’re done.

    When you delete an unattended access PC, that slot goes back into your pool and you can re-use it for someone else.

  4. 1 vote
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  5. Where is the Windows 8 app?

    I can't find it in the store

    2 votes
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  6. Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

    Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out! This feature is currently available in Instant Housecall.

    Win32/64:
    - On the Specialist PC, choose Connection → Conference call

    Windows 8:
    - On the Customer PC, right click the system tray icon and choose “Conference call”

    A dialog box will appear. Type the e-mail address of the Specialist you’d like to add to your connection.

    If you prefer to “transfer” the call, then first Specialist can exit the session at any time.

    I’m going to mark this item as closed, but if you have further questions, please don’t hesitate to comment below.

  7. Automatically pick the right technician

    Is there a way to have my technician accounts automatically picked from the drop down instead of asking the customer to do it?

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    By default, Instant Housecall will automatically choose the most sensible Specialist based on a set of rules.

    Here is the default behavior you can expect:

    - if the customer has worked with a specific Specialist recently, the call will be routed to that Specialist
    - if that Specialist is not available, they’ll be routed to someone else on the same team
    - if nobody is available on that team, they’ll be routed to someone at the same company
    - finally, if nobody is available, they’ll be prompted to leave a message or wait for a Specialist to sign-in.

    Your customer can also explicitly choose a different Specialist from the drop-down on the Start Session screen or by clicking the Options tab.

    If this isn’t the behavior you prefer, you can pass a “Specialist Preference” in the download URL.

    There are two different modes for Specialist Preference:
    - sticky mode:…

  8. Speed up connections. Very laggy.

    Slow connecting, sometimes does not at all. Disconnects in session.

    1 vote
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    completed  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  9. Remote command prompt

    Would like to send DOS or Powershell commands remotely

    1 vote
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  10. Does everyone need to use the MSI installer? What if I want an EXE?

    Do I understand correctly that every customer needs to install the msi in order for me to remotely connect to them? It’s a hurdle – they often are not an admin and thus cannot install it.

    I could use group policy to push it out to members of my domain, but not all customers are.

    1 vote
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    Instant Housecall offers two download options for your customers:

    MSI: Also called the “standard” installer
    EXE: Also called the “safe applet”

    It sounds like the EXE is the one that you’re looking for. You can find that by clicking “Download safe applet” in your support portal. If you’re using direct download links, add “&mode=safe” to the download URL to get the safe applet.

    A few notes about each installer that will help you with your decision in which one to use.

    Standard MSI
    - Includes “install once as admin, run unlimited as standard user”. That means that you can install it on your user’s machine with administrator privileges (via group policy, physical presence or some other means), and then your customer can request remote support later without needing to know the administrator password. This is a great feature in corporate locked down environments
    Includes all features (we’ll contrast…

  11. What's the difference between branded and co-branded?

    In the pricing page it shows "Branded" and "Co-branded". What exactly is the difference between the two?

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    Co-branded:
    - Your logo/brand appears on all session confirmation, in the UI text, and on your support portal

    Branded:
    - Your logo appears in all of the above plus on the splash screen of the software, desktop icon, and UI graphics, chat, and icon text

  12. How does the online payment thing work?

    How do I get online payment working and how do I accept cards if I don't want to do Pay Pal?

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    completed  ·  3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. Zoom remote screen?

    How do I zoom the remote screen?

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  14. Shift gets stuck after end session

    Every now and then, the shift key gets 'stuck' after I finish a session. It is not a big problem, but something for you to look at.

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    The most likely cause is that you’re holding the key when you’re “in-session”, then move your mouse outside and release it.

    Windows will process the “key down” and send it to the remote computer, then when you move to another window, the “key up” i processed locally.

    To solve the “stickiness”,
    - press and release Ctrl
    - press and release Alt
    - press and release Shift

    … and everything will return to normal.

  15. Can't control Kaspersky remotely

    When I run Kaspersky, I have to have the client select some controls to get it to work. It's Kapersky antivirus. Do you have any suggestions so I can do it instead of the client?

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    Kaspersky has feature in it called “Self-Defense” that may prevent you from managing it remotely until you tell Kaspersky that Instant Housecall is a trusted app.

    You can either add Instant Housecall as a trusted app, or disable self-defense altogether.

    These two articles from Kaspersky will walk you through the steps:

    Add a trusted app:
    http://support.kaspersky.com/7913

    Disabling self-defense:
    http://support.kaspersky.com/6596

  16. Automated way to push/install clients through group policy?

    Is there a way I can automatically push clients to my users via Group Policy?

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  17. Connecting to computer that has virus, won't install MSI

    I was trying to help someone out who had one of those fake viruses. She could not connect to the internet in normal mode. I had her reboot to safe mode to see if she could connect, then I had her try to connect to Instant Housecall. It said that it couldn't install in safemode. I deal with a lot of viruses. I am looking for an alternative to my current provider. But I have to be able to connect to them in safemode when the viruses do not allow them to connect to a webpage. Is this something that…

    1 vote
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    You can use the Safe Applet. It’s at the bottom of your support portal.

    Sometimes, malware or system configuration can prevent Instant Housecall from installing on your Customer’s machine.

    The most common reasons are because your Customer’s PC is:
    1) in Windows safe mode
    2) infected with malware
    3) unable to run a Windows service
    4) does not have administrator privileges

    Using the Instant Housecall Safe Applet, you can remote support almost any PC, even if your customer doesn’t have privileges.

    The Safe Applet provides a special installation of Instant Housecall.

    You can run the safe applet in two modes: with service and without.

    If your Customer’s PC won’t connect or can’t run a Windows Service, answer “N” to run Instant Housecall in safe mode without the service. That will give you a basic installation of the software that lets you view and control the remote computer.

    If you answer…

  18. Change PayPal currency to Swedish kronor from US dollar

    I have tested your software and find it rather good. Some questions that came up is, can you change the currency you charge to swedish kronor from US dollar? Also could you redirect to the Swedish paypal site?

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  19. Send an e-mail when an unattended client is added

    Sometimes my clients add themselves to unattended, and just appear in my list. Can an e-mail or notification be sent each time someone is added?

    4 votes
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    This feature has now been added. Thanks for the suggestion!

    A software upgrade is not necessary on either the Customer or Specialist side.

    You will now receive an e-mail any time your customer grants or revokes unattended access.

    The e-mail will include customer contact info plus any private notes you or other specialists may have added.

  20. Do customers need admin rights to install Instant Housecall?

    Hello,

    I was curious if the client that is connecting requires administrative privileges in order to install the installer.

    Thanks!

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