Zoho Assist - Remote Support Training

What is Zoho Assist?

Zoho Assist belongs to a category of tools commonly known as remote desktop support software. Tools like Zoho Assist allow technicians to:

• Access and control a computer from a remote location in order to
  • observe
  • troubleshoot
  • document issues (via screen capture)
• Adjust the following user settings
  • Computer
  • Browser
  • Software
• Quickly send files to the user's device
• Reboot, restart or re-install the computer or software

Most tools (depending on their scope) can connect to both Windows, macOS, Linux, Android, and iOS devices. There are a number of product offerings in this category, such as Chrome Desktop Support, Windows Remote Assistance, Team Viewer, LogMeIn Rescue, Splashtop SOS, etc., to name a few. In comparing the different product offerings from a multitude of vendors, we specifically selected Zoho Assist for its unique features that allow our technicians to conveniently connect to user devices through the tehnician console in a web browser. Currently, Zoho Assist is the only product that allows technicians to use their web-browser to connect to the user devices—all others require a dedicated technician desktop application, which in our experience has been difficult to use and maintain (software updates, OS issues, etc.). Since most of the work we do is in a browser, this makes it incredibly convenient for our employees, as we can just add a bookmark or link to Zoho Assist rather than launching and authenticating into a seperate desktop application. 

Purpose & Goal

The primary purpose and goal of Zoho Assist is to get to the root cause of the customers problem as quickly as possible.

Having the user explain their issue over the phone or via chat will only get our technicians so far, especially when you add variables such as limited customer knowledge of technical issues and language barries that organically arise when we support tens of thousands of students across the globe and the thousands of full-time and part-time BYU-Idaho employees here on campus.

Tools like Zoho Assist are essential to troubleshooting technical issues. A great anology to consider when understanding Zoho Assist is: Zoho is like an MRI machine or a CAT scan, but for our customer's device. For doctors to quickly and accurately diagnose health problems, they'll send their patient to go have organs or bones scaned, so they can have a better understanding of the health issue. And just like an MRI or Xray, we can quickly identify technical issues, by seeing with our own eyes exactly what's occuring on our customers computer. Tools like Zoho are a blessing and "force multiplier" which allow us to better serve our customers. 

Safety & Security

Zoho uses industry standard SSL certification, advanced AES end-to-end encryption and is governed by sound security practices enforced by IT managers here at BYU-Idaho. On top of that, each Zoho Remote Support session is recorded for both quality control and auditing purposes—this helps up provide feedback to our employees and transparency against any wrongdoing with this powerful too. 

BYU-Idaho also leverages our core SSO authentication services, which is layered with 2-factor authentication provided by our DUO services. Access to Zoho is also only granted on a need-to-use basis and is limited to a small number of employees. As such, user licenses and system access is carefully monitored and administered. 

Despite these security practices put in place, it is imperative that any/all employees and technicians which use this tool must follow the basic practices listed below:

1. When launching eash session, customers must be directed by the technician to this url: remoteassist.byui.edu
   1. Technician then directs the customer to enter the unique 9-digit session ID generated by Zoho in the small dialogue box located in the webpage at the above url (seen here --->) 
      1. This method will resolve common customer concerns that are often noticed when phone agents send computer fraud victims to shady screensharing websites. 
      2. This page is located on a BYU-Idaho branded page, which offeres familiarity and can alleviate those of these concerns.
   2. Employees should never ask the customer for their username, password, or 2FA information
   3. Always ask for permission before accessing a customer's computer
   4. Do not access or modify any files on the customer’s computer without their permission
   5. Inform customers that all sessions are recorded for safety and security and to prevent the tool from being misused or abused
2. For security, ease-of-mind, and to protect our customers and employees, each Zoho session is recorded.
   1. Each recording is available for download and can be uploaded by the technician to the corresponding ticket as an attachment.
   2. If a ticket requires escalation to another team, the Zoho recording should be attached to the ticket. 

Initiating a Remote Session

1. Go to your TD Dashboard (Links to an external site.) and click the Zoho Assist button* (if you work at the IT Service Desk)
   1. Otherwise go to https://assist.byui.edu/ (feel free to bookmark this hyperlink) and login with your normal BYU-I username and password (or guru account, if you have one)
   2. Zoho Assist uses our Single Sign-On system (known as CAS), so you should be automatically signed in. If you're not, sign in as normal with your BYUI username and password. 
2. Once in Zoho, you're ready to launch a screen-sharing session, so click the "Start Now" button. A customer's email is not necessary
3. A new tab will open and provide you with a session ID number that you'll need to then provide the customer 
4. Ask the customer to go to remoteassist.byui.edu (Links to an external site.)—this step is mentioned above. 
   1. For a better user experience and to provide some peace of mind, we have users input their Session ID # at remoteassist.byui.edu. This widget is located on a BYUI owned, branded, and maintained webpage by our IT department. Users will recognize our branding and feel a greater sense of confidence as they connect their device to a remote control session. A lot of users, understandably have some hesitation connecting to screensharing tools, since tools like Zoho are commonly used for ransomware, scams, fraud schemes, etc. 
5. In that Enter Session ID box, have them enter the 9 digit number provided by Zoho on your screen. Once they enter the number and click connect, they'll see this --->
6. Have the customer click "Join Session." 
7. The page will refresh and present the customer with the the download prompt with the blue Download button. This is required to complete a screen-sharing session. If the customer is worried about having a program or extra data on their computer
   1. Important: Assure the customer that Zoho Assist automatically uninstalls itself after the session is done, thus leaving a "zero footprint." 
   2. For both macOS and Windows users, they'll need to accept all of the on-screen instructions in order to properly connect the session. Each operating system and version will have varying messages and security prompts, so for the sake of simplicity, we just ask users and technicians to download and accept the instructions. 
8. Click "Start" to begin your screen-sharing session. 

Concluding the Remote Session

Technician Option

At any point in the session, either you (as the technician) can end the session by following these basic instructions:

1. As the technician you can end the session by clicking the left button in the bottom left-hand corner of your screen -->

2. And then by confirming that you're ending the session

Customer Option

1. The customer can end the session by clicking the "Exit" button on their computer screen

(usually in the bottom right-hand corner) -->

Session Notes (required)

An important, required step is to add your ticket ID ad the end of the support session in the Session Notes section of the Session End dialogue box. In the Session Notes section: each technician is required to enter the ticket number (which is easily copy/pasted from your ticket). DO NOT SKIP THIS STEP

Supported Operating Systems

Zoho supports the following operating systems:

Desktop/Laptop: Windows, macOS, Linux (not supported by BYUI), & Chrome OS

Mobile Device: Android & iOS

Required Assessment

Please complete the following assessment before using Zoho Assist:

Zoho Training Assessment

Additional Resources:

Trainings: Register for Free Zoho Training(s)

Knowledge Base: Zoho Assist KB Articles