Launching Glance Screen Share from Zendesk

After the App has been installed and each agent has installed the Glance client on their computer, you can launch Screen Share sessions from the sidebar of a ticket or user. If you do not see the Apps sidebar, make sure that the Apps drawer is open by clicking Apps in the upper-right-hand corner of the screen.

To launch a Glance Screen Share session:

  1. Click the Show or View buttons:
  2. A new window will open and the agent will get a dialogue confirming the session:
  3. Direct the customer to your Glance Address (for example, agent.glance.net) and according to your App settings in Zendesk, the customer will need a key to join the session. If you have selected Submit reply in the Comment and Reply Settings section under App Settings, the user will automatically receive an email with a link to the Glance address and the session key:
  4. The customer can now go to that Glance address and join the session.

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