Live Assistance › How to Create an Assistance Session › Invite the End User to a Session from a Ticket › Create an Assistance Session from a Ticket Example

Create an Assistance Session from a Ticket Example

he following example shows you how to create an assistance session from an incident created by an end user.

To create an assistance session from an incident

1. Open the incident created by the end user.

   The Incident detail page appears.

2. Select the Support Automation tab.

   The Support Automation List page appears.

3. Click Invite End User.

   The Invite End user to Support Automation session page appears.

4. Enter a personal message and click Launch.

   The analyst interface appears with an assistance session.

   The end user receives email notification with a URL to the assistance session and clicks the link, beginning the live assistance session.

5. Resolve the ticket and close the session.

   The Support Automation List page logs the assistance session.