NTRglobal Remote Desktop for Spiceworks

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www.ntrglobal.com

Remote Desktop for Spiceworks

Getting Started

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Table of Contents 1. Introduction ................................................................................................................................................... 3

2. Installing NTRglobal Remote Desktop Plug-in ............................................................................................. 3

2.1 Installing the Reporting Module ..................................................................................................... 4

3. Accessing the NTRglobal Remote Desktop ................................................................................................. 5

3.1 Setting Up an Account ................................................................................................................... 5

3.2 Granting Access ............................................................................................................................ 6

3.2 Denying Access ............................................................................................................................. 7

3.3 Login Issues ................................................................................................................................... 8

4. Scheduling a Remote Desktop Session ....................................................................................................... 8

4.1 Scheduling a Session .................................................................................................................... 9

4.2 Notifying Your Customer ............................................................................................................... 9

4.3 Starting a Remote Control Session ............................................................................................. 10

4.4 The Session Status Bar ............................................................................................................... 12

5. Getting the Most Out of Remote Desktop ................................................................................................. 12

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1. Introduction

This guide provides an overview of how to use NTRglobal Remote Desktop for Spiceworks, a powerful integration that boosts productivity, reduces support costs and enhances customer experience by allowing Spiceworks users to remotely assist and perform on-demand support actions for their customers.

2. Installing NTRglobal Remote Desktop Plug-in

The plug-in may be found on the NTRglobal vendor page (http://community.spiceworks.com/pages/ntrglobal) or in the Extension Center of Spiceworks (http://community.spiceworks.com/plugin)

To download and install the plug-in, go to the NTRglobal Remote Desktop page in Spiceworks and click on

“Install”.

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2.1 Installing the Reporting Module

All remote control sessions are recorded within the Spiceworks reporting module for further analysis. Click on the following link to download the plug-in:

http://community.spiceworks.com/reports/2082

To see a list of all remote deskop sessions, run the report titled “NTRglobal Sessions”.

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3. Accessing the NTRglobal Remote Desktop

Before diving into the mechanics of NTRglobal’s Remote Desktop for Spiceworks, let’s review some key terms that you will find in the application:

Remote Desktop: A feature that allows the user to connect to a remote computer, view its desktop and interact with it as if it were local.

NTRglobal Account: By creating an account in the NTR Cloud platform, you will be able to benefit from all of the remote desktop functionality in Spiceworks.

Session: Span of time during which you remotely assist customers using NTRglobal Remote Desktop.

Grant Access: With this option, you allow Spiceworks to access your NTRglobal account, but without sharing your credentials or the full extent of your data. It uses OAuth, a standard Internet protocol.

Deny Access: With this option, you deny Spiceworks access to your NTRglobal account. You will be unable to utilize NTRglobal Remote Desktop if you deny access.

User: Name entered in your NTRglobal account.

3.1 Setting Up an Account

You will need a valid NTRglobal account to use the Remote Desktop integration. If you don’t have one yet, go to “Settings”, “Manage Extensions” and go to the NTRglobal Remote Desktop.

Click on “Configure” followed by the “Sign Up” button to create an account.

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You must enter a valid email address. You will receive an email with an activation link. Simply click on the link to start your 2-week trial.

3.2 Granting Access

NTRglobal Remote Desktop for Spiceworks uses OAuth protocol, which allows users to share their

information with other sites without sharing their passwords. It is simple, secure and industry standard. You

will need to complete the OAuth process for every NTRglobal account you add to Spiceworks.com.

Return to Spiceworks to finalize the set-up process. Click on “Settings” and click on “Manage Extensions”:

Click on “Grant Access”, as shown in the image below:

Enter your email and password in the pop-up window and click on “Login”.

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Click now on “Accept”:

Once your data has been validated and your account activated, the following message will appear:

Now you are ready to start using the plug-in in your ticketing system!

3.2 Denying Access

If you click on “Deny Access,” you block Spiceworks access to your NTRglobal account and will be unable

to schedule new remote desktop sessions. You’ll have to grant access again if you want to use NTRglobal

Remote Desktop for Spiceworks.

To unauthorize access, return to the “Manage Extensions” list and click “Configure” followed by "Deny

Access.”

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3.3 Login Issues

If you’re having trouble logging in, it could be due to one of the following reasons:

- Your NTRglobal account has expired. Contact our sales team to extend your trial or receive more information about NTRglobal Remote Desktop for Spiceworks.

http://www.ntrglobal.com/contact

- The email or password are incorrect. Try again. If you still get an error message, contact the NTR Support

Team. http://www.ntrglobal.com/support/local

4. Scheduling a Remote Desktop Session

The plug-in is installed in your ticketing section in Spiceworks. Just click on “Help Desk” and “Tickets”.

The NTRglobal icon is in the ticket toolbar.

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4.1 Scheduling a Session

Click on the NTRglobal Remote Desktop icon and choose one of the two options:

a) Begin a remote desktop immediately: Click “Start Now”

b) Schedule a remote desktop session for a specific date and time: Click “Schedule”

4.2 Notifying Your Customer

When you click on “Create”, your customer will receive an email with instructions. The email is also saved in your ticket:

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Please note that you’ll need configure the email settings in Spiceworks in order to email the customer.

If the customer cannot receive the email, you can tell him the code by phone or by chat.

4.3 Starting a Remote Control Session

To initiate a remote session, the customer clicks on one of the two links sent by email:

a) Click on the link and download, and run the executable.

b) Go to www.ntrglobal.com/code and enter the session code.

You will receive an email notification once the customer has accepted the remote control session, and your Spiceworks ticket will change the session’s status as “In progress.”

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If you are unable to see this message within the ticket, refresh the ticket.

Click on the link, download the NTRglobal executable, and click on “Run”.

In few seconds, the NTRglobal Remote Desktop for Spiceworks session will begin, and you will see your customer’s desktop.

During the remote control you can carry out the following actions:

- Change color screen depth

- Copy and paste

- Transfer files

- Remotely print

Close the window to finish the Remote Desktop session.

The NTR Cloud protects data transfer and storage through the extensive NTRglobal SSL network and ISO 27001-certified data centers spanning the Americas, EMEA and Asia Pacific.

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4.4 The Session Status Bar

Status Description Agent Action

Ready A remote desktop session has been initiated by the support agent, who is waiting for the user to connect. An email notification has been sent to the customer.

The ticket will refresh automatically when the customer accepts the remote desktop session, and the status will change to “In Process.”

In Process The user has connected to the remote desktop session.

Click on the "Start" button now for instant access.

Completed The remote desktop session has been completed.

Close the ticket or start another new session. Check reports to see a summary of the session details.

5. Getting the Most Out of Remote Desktop

NTRglobal Remote Desktop for Spiceworks is an important element of a fully integrated customer service strategy that supports the many channels your customers use to communicate with you. By integrating the NTRglobal Remote Desktop for Spiceworks, you will benefit from a comprehensive, powerful tool to actively help your customers and track everything in Spiceworks.

4455 LBJ Freeway – Dallas, TX 75244 USA spiceworks@ntrglobal.com