General
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2-Factor Authentication
Optional - enable 2-factor authentication for technician's account when signing into the specialist software.
21 votes -
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 votesThis enhancement has been added to 6.2
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Provide Supported Mac Specialist software
I support all my clients from a Mac running Parallels. It would be great to provide a Mac native specialist client that's supported. The software currently offered seems buggy at best and requires the emulator portion.
9 votesSorry for not updating this issue sooner. You can find a copy of the Mac Specialist at https://www.instanthousecall.com/SpecialistMacBeta.zip.
Please let me know if i can help in any other way.
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Pricing Levels
As a small computer repair shop that is gradually growing into an MSP I would like to see more choices/levels in the pricing structure such that I don't have to jump into a situation where I am paying for more than I might ever use in any given year depending on how much growth occurs.
Example: Could we see a level between Express & Professional that gives us say 200 unattended for a slightly higher monthly or annual cost.
It seems to me that Instant Housecall may be leaving money on the ground for those of us who are at…4 votes -
Allow Specialist to remove unattended access.
I often use unattended access in one-off situations and over longer periods of time (a day or two) to ensure I maintain connectivity as needed until the job is done. But when it's done, I can't remove unattended access without involving the customer. Why? Of course the customer should be involved in granting unattended access - but a Specialist should have the ability to remove that access without bothering the customer - who may not even be present. Just as we already have the ability to completely uninstall the software (or not) at the end of a regular, non-unattended, session.…
4 votesYou can remove unattended access without your customer’s permission.
Modern app:
- Choose the unattended customer from your list
- In the bottom app bar, choose “Delete”Desktop app:
- Choose the unattended customer from your list
- Beneath the list, click the hyperlink, “Delete unattended access” -
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 votesThis 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.
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Malwarebytes(quick) failing to download
Using remote D7 tools, Malwarebytes(quick) is failing to download - error is "not found in 3rd party folder" - any idea how I can fix this
4 votesThis issue has been fixed in version 6.3, currently in Beta. You can download the Beta version from the administrator control panel: http://admin.instanthousecall.com and it will be released into production soon.
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Screen scaling on Win 8 app
When connecting to remote machines the app doesn't scale the remote screen resulting in scroll bars having to be used.
Scale the remote desktop and make it easier to work on.
3 votesYou can scale the screen in the Windows Store app in two ways:
In Pan Mode (icon = hand):
1) Using mouse, Ctrl+MouseWheel
2) Using touch, pinch-to-zoomIn Grab mode (icon = target), these gestures will be sent to the remote PC instead of acting as a local zoom.
To toggle between Pan and Grab, click the Target/Hand icon on the bottom left of the bezel.
More details on Pan and Grab mode are available from the Help on the Home Screen of the app.
In the desktop (Win32) app, you can change the screen scaling by choosing a different zoom level in Tools → Settings.
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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 votesBy 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:… -
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 votesThanks for reaching out! This feature is currently available in Instant Housecall.
Win32/64:
- On the Specialist PC, choose Connection → Conference callWindows 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.
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Unattended search on Windows 8 app
On home screen, ability to search through unattended (start to type on keyboard and have it narrow down the search) – This would help speed up productivity
3 votes -
Share My screen
After we connect to a client. It would be nice to allow the client to see my screen without control or able to give control for training reasons and demo's.
3 votesThis is possible int he desktop app. Open chat, then click the button to send your screenshots to the remote computer.
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Cancel for "End Session"
When I start to End Session, either by keyboard or menu, The "End Session" window appears. Is there a way to add a CANCEL option so that I can go back to remote control?
Clicking on the X in the upper-left hand corner doesn't do this - it just ends the session.A number of times I've remembered something I was asked to do at this point but I couldn't without going through the whole process of requesting the Customer to reconnect to me.
3 votesThis feature is available in the Windows 8 app. It has been added as an enhancement for Win32 in 6.2.
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Remote printing
Feature request: if customer prints during a session it prints on the specialist's pc.
2 votesWill be available in 6.4
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File Transfer Progress Bar
When I am waiting for a file to be transferred remotely, could a progress bar also be displayed to the customer? I imagine this would work best in the "Shift-F2" and "Shift-F10" dialog, perhaps with the ability to transfer more than one file simultaneously?
2 votesA file transfer progress bar is available in the current version.
Windows 8 app:
File transfer progress indicator is visible on the bezel, beneath the Start button. You will only see the progress of file transfers in bezel-mode.Desktop app:
On the Customer’s PC, look in the taskbar — clicking the icon there will show you a progress bar for your file transfer from Customer to Specialist.If you’re transferring Specialist to Customer, the progress is shown in the menu bar.
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Ability to change color tiles for different company.
Change tile color in unattended list
2 votesThis feature will be available in next release.
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More room for session notes
Hi Cory,
Can you please consider providing more room/characters in the notes section of each remote support session ?
I find myself repeatedly running out of room to accurately describe what was done on even the shortest remote support efforts.
As we all know the devil is in the details and good notes both keep me and my customer better informed on what has been done.
For me it really helps with billing/invoices as well as keeping an accurate history which benefits future repair and support efforts and ultimately better customer service which is makes for a happier customer and…2 votesThis has been completed in the modern app. If you’d like to use a demo version that has this feature implemented, reach out and I’ll send you the beta.
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Scroll wheel in Windows Store app
The mouse scroll wheel doesn't get sent to remote.
2 votesIn the modern app, there are two mouse modes: pan and grab.
In pan mode, the scroll wheel lets you pan around the screen with the mouse.
In grab mode, the scroll wheel is sent to the remote PC.
To change between grab and pan, click the hand/target icon on the bezel. The hand represents pan and the target represents grab. More details are available in the user guide available from the Home Screen of the modern app.
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Where is the Windows 8 app?
I can't find it in the store
2 votesThe Windows 8 app is currently available in Beta and will be in the Windows Store shortly. If you’d like to try the beta, e-mail beta@instanthousecall.com or follow us on Twitter (InstantHc), LinkedIn, or Google+
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Zoom remote screen?
How do I zoom the remote screen?
1 voteOn Windows 8:
Touch: Pinch in and out to zoom
Mouse: Use Ctrl+ScrollWheelOn Win32/Mac:
Go to Tools → Settings → Zoom
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