Passerelle
Remote Support

How can we support you ?

Getting started documentation

Read 2 minutes &
get started as admin

Read 2 minutes &
get started as support agent

Guide to discover the main features

Other manuals

Find out
how to personalize NPS, Email, Sms messages

Find out all
about the latest innovations

Frequently Asked Questions including videos

New user ? In this list you will find an answer to frequently asked questions.

Do you think something is missing in this list ? Let us know, send a mail to support@supportsqure.io

Any registered user can send a Support Invitation.

The SMS/e-mail sent to the remote person contains a link. One click and the session starts immediately

1. Click the Support Invitation
2. Enter Invitee , with a reference to session (ex.Customer X)
3. Select SMS
4. Select the language that should be used in the invite message
5. Enter the mobile phone number of the person
6. Click Invite to send the SMS

When receiving an invitation for the first time following steps need to be executed

1. Open the SMS
2. Click the URL in the SMS
3. Read and accept the privacy terms
4. The call is initiated. Wait for call to be picked up
5. Accept request for access to camera and microphone

The inviter now sees-what-you-see

 

 

Any registered user can send a Support Invitation.

The email sent to the remote person contains a link.
One click and the session starts immediately

Step-by-step:
  1. Click the Support Invitation
  2. Enter Invitee, with a reference to session (ex.Customer X)
  3. Select email
  4. Select the language that should be used in the invite message
  5. Enter the email address of the person
  6. Click Invite to send the email

1. Open the mail “Passerelle Support – Your CompanyName Support Call Invitation”
2. Click on “Accept the support call invitation” or Scan the QR code if you use smart glasses
3. At first time use accept privacy terms and give access to your camera and microphone
4. Wait until the connection with the counterparty is established
5. Accept access request to microphone and camera if prompted

 

 

1. Click the “Annotate” button in right bottom corner
2. Choose a color and drawing tool
3. Place your annotation

 

1. Click on “Record the Call” (on chat bar below left) to start recording
2. Click on “Stop Recording” to end the recording
3. After a few moments the video will appear in your chat history and will be saved in your Media Library
4. To download the recorded video, select it from the Media Library/Videos select the video and click “Download”

Method 1: Upload a file

1. Click on “Send Media file” (top)
2. The file is uploaded and automatically appears on the other person’s screen

Method 2: Share a file from your media Library

1. Click on “Picture, Video and Document Library” (left)
2. Navigate between the “Photos”, “Videos” or “Documents” tabs (left)
3. Select a file Click on “Send”
4. The file automatically appears on the other person’s screen

1. Click “Share Screen” (top)
2. Select the application, tab or entire screen in the pop-up window

1. Click on the “Insigths” button (bottom left)
2. Click the call history button (on top bar) and then the call from the displayed list to see call details
3. Click the business graphics button (on top bar) to view utilization statistics

 

When a user receives an email with a link to reset his password, the link is valid for 24 hours.

If you try to login 5 times with a wrong password your account get locked.

Your account will automatically be unlocked after 15 minutes of inactivity. This means you have to stop retrying, because the 15 minutes are measured relative to the last login attempt.