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Thank you for sharing your thoughts with us!
Multiple Installers
Can we get option for multiple installers?
That way we can deploy a certain look and feel for some clients, while having a different appearance for others. Client A can have one phone, and address baked into the Chat window, while Client B has a different number and address.
Increased chat functionality; Allow for options to be set when a customer starts a access session chat. things like Company name, Client Name, and Description of issue,
This would allow us to decrease our chat session time because we could have the account information needed to assist the customer almost immediately.
We have created an extension that allows your end users to request support using the SOS Client:
SUBSTRING function example poorly documented
The documentation for the SUBSTRING function is inconsistent, incorrect in one place and poorly documented in the other.
- The
EditSessionGroupPanel.Instructions text which is displayed when you press the Reference link in the Session Editor, as documented at https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Administration_page/Appearance_page/List_of_web_resource_strings
has an incorrect description for the example of the SUBSTRING function.
It incorrectly states: SUBSTRING(Name, 5, 4) = 'TEST': Sessions where characters 5-9 of the name are "TEST" (work-around for no wildcards in the middle)
This suggests that characters 5,6,7,8 and 9 will be returned. The function example shown would actually only return characters 5-8. (4 characters returned, starting from character 5, returning characters 5,6,7,8) - The SUBSTRING function example
in the documentation is available here: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_page/Session_groups/Session_groups_filter_reference
This explanation at least shows that character number 9 will not be included. Here it is stated as:
SUBSTRING(Name, 5, 4) = 'TEST' Sessions where characters 5 through 9 (not including 9) of the name are "TEST" (work-around for no wildcards in the middle)
Hi Darren,
We'll share this comment with our documentation team. Thank you.
Ability to add URL links in Notes
It would be very helpful to be able to put a clickable URL link into the notes of a connection so we can quickly jump to the external web page, in our case Jira Service Desk, instead of copying and pasting the link.
Hi Jeff,
When a session is recorded or a screencapture is created, all monitors on the guest side will be captured. If you are seeing different behavior please let us know.
Filter view in All Machines
Could we please have the ability to filter 'All Machines' to show the active sessions at any point in time. This would assist greatly for licensing to monitor which staff have support sessions open that can be closed if product is out of licenses. At present the All Machines view has to be manually scrolled through to see this information - can be difficult if there are a lot of machines.
Thanks.
Hi Shane,
Here are two ways you can monitor license usage and find the number of active sessions.
- Create a session group: Use the filter HostConnectedCount > 0 AND GuestConnectedCount > 0 or just HostConnectedCount > 0
- Install the extension Tech Roll Call -
Use OR Boolean logic in sessions search
I would like to be able to have a special character or the word OR that can combine search terms from the session search bar, ie "john" OR "doe" would match any sessions that has either John or Doe. Currently search terms are always combined with AND logic. This would help me find particular users computers faster when I am not 100% of the format of their username. (first initial last name v first name last initial etc) Thanks!
To search using our session group filter syntax, enter "##" followed by the session group filter. For example: ## Name LIKE 'SAVANNAH'. This doc should be able to answer any further questions you have about this: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_page/Search_for_a_session
Audit switching between sessions on multi-user machines
On muti-user machines (like a Citrix or RDS server for example) we should be able to see when a host switches from one user's session to another. Currently the audit log only records the user that is logged in on initial connection.
Desktop Button
it will be go with a button on the desktop so when the customer will contact us again, they should be able to tap it and then we can connect to them again.
Customer support service by UserEcho
