Customizing the "Remote Assistance" email
Ok - so for the first time in... well actually, for the first time ever (in my opinion), you guys actually added what appears to be a great value added feature without all us end users having to badger and beg for months and years for change. To the SCP team -
Bravo and thank you!!!
But with new features, come new feature requests. For Remote Assistance to be truly useful, these changes need to happen:
- The Remote Assistance email should not be coming from "technician", but rather should be coming back via SCP and the name of the individual who click the Remote Assistance button, and not "noreply@zohomeeting.com". It should also include info from the original support ticket, including the request number and the description. It should be using the defined signature of the tech who sent the invitation.
- Right now, it looks way to spammy or phishing. We need to customize the text of the Remote Assistance email - especially to tell the recipient that if if they are in doubt about the legitimacy of the email, to call our support line (and to list our phone number).
- There appears to be no integration back into the original support request that the Remote Assistance was launched from - so there is no indication in the ticket that the tech established remote assistance.
I know as an end user receiving the Remote Assistance email link - there is absolutely no way I would ever click on it because it shows zero info about who sent it or why... Of course, there are some dumb end users who wouldn't think twice, but most of our end users have had it tattooed into their heads that if it doesn't look right - don't open it.
dcc