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Remote Support (Cloud) ​

What it is: A live screen-sharing session with a Draftworx support consultant using a custom version of TeamViewer, launched directly from within the Cloud application.

What it's for ​

When you need immediate, hands-on help from the Draftworx team, remote support lets a consultant connect to your screen and assist you in real time. You can also log a formal support ticket for less urgent issues, and track or cancel existing tickets. Support hours are 08:00–17:00 CAT, Monday to Friday.

How to do it ​

Starting a remote support session ​

  1. Select the Help Icon (question mark) in the top right of your screen.
  2. Select Remote Support.
  3. Allow a few seconds for the custom TeamViewerQS application to download.
  4. Open the downloaded TeamViewerQS application.
  5. Enter your name and select the Chat Icon.
  6. Type your query and press Enter to send it.
  7. A Draftworx support consultant will join the session and assist you.

Tip: Save TeamViewerQS to a convenient location (such as your Desktop) after the first download. You can run it from there in future without downloading it again.

Submitting a support ticket ​

  1. Select the Help Icon in the top right of your screen.
  2. Select Contact Support.
  3. The Client dropdown will auto-populate with your current client; change it if you need help on a different client.
  4. Describe your issue in the Message field, ensure your Contact Number is correct, then select OK.
  5. Select Yes to grant Draftworx Support temporary access to your Client Engagement.
  6. Select Close. You will receive an email confirmation.

Tracking and cancelling support tickets ​

  1. Select the Help Icon, then Contact Support.
  2. Select Track All Tickets to view all outstanding requests. Files currently being worked on by the Support team will show as Booked-In and will be in Read Only access.
  3. To cancel a ticket, select Cancel next to it, then select Yes to confirm. Draftworx Support will immediately lose their temporary access to the engagement.
  4. Once a ticket is cancelled or closed by Support it will no longer appear in the list.

Source ​

https://draftworx.helpjuice.com/en_US/cloud/draftworx-cloud-remote-support

Walkthroughs: