Manage Technicians
The manage technicians section allows you (Super Admin/Admin) to grant privileges to technicians to conduct remote support and/or unattended access sessions. All technicians added in your organization can access unattended computers by default. However, granting remote support privilege depends on the number of remote support technician licenses you've purchased. You can choose to change the privileges while sending an invite or even after the technician has joined the organization. Invites can be sent one by one or even to a group of technicians. You can also grant permissions for technicians belonging to specific groups under unattended access.
Steps
- To Invite Technician(s).
- Manage Technicians - Custom Role
- To assign roles or add a new custom role
- To start monitoring a remote session
To invite technician(s)
- Go to Settings in the top Menu bar.
- Under Organization, select Manage Technicians.
- Click on INVITE TECHNICIAN.
Manage Technicians - Custom Role
Super Admin - An administrator with access to all privileges.
Admin - An administrator with access to all privileges except that of Rebranding, Two-factor authentication, and Subscription.
Technician - A user with access to conduct Remote Support, Unattended Access, and Screen Sharing sessions.
| Privileges | Super Admin | Admin | Technician |
|---|---|---|---|
| Billing | ✔ | ✗ | ✗ |
| Enable Remote Support/Unattended access | ✔ | ✔ | ✗ |
| Assign roles | ✔ | ✔ | ✗ |
| Group Permissions (Unattended access groups) | ✔ | ✔ | ✗ |
| Preferences | ✔ | ✔ | Limited |
| Rebranding | ✔ | ✔ | ✗ |
| Email Templates | ✔ | ✔ | ✗ |
| Integrations | ✔ | ✔ | ✗ |
| Customer Widget | ✔ | ✔ | ✗ |
| Contacts | ✔ | ✔ | ✗ |
| Deployment | ✔ | ✔ | ✔ |
| Session Confirmation | ✔ | ✔ | ✗ |
| Wake on LAN | ✔ | ✔ | ✔ |
| Reports | ✔ | ✔ | Self -conducted sessions only |
To assign roles or add a new custom role
You can assign roles such as Super Admin, Admin and Technician to the members of your organization. The difference between the Super Admin and the Admin is that, only the Super Admin will have access to the rebranding, subscription and billing details of the account.
Go to Settings in the top Menu bar.
Under Organization, select Manage Technicians.
Select Role.
Click on New Role.
To grant permission to conduct remote support and/or unattended access
Go to Settings in the top Menu bar.
Under Organization, select Manage Technicians.
Select Role.
Click on the edit option to edit/grant permission to conduct remote support and/or unattended access to a custom role.
To define unattended group permissions to technicians
- Go to Settings in the top Menu bar.
- Under Organization , select Manage Technicians.
- Under Departments & Groups, click All ( By default, all groups will be selected ).
To assign session supervision access to a role
With Session Supervision in Assist, sessions can be monitored if the technician has access to the feature. The technician can monitor the scheduled or ongoing session in view-only mode.
Select Role(s) and click New Role to add a new role.
Enter the role name and description and select Session Supervision in the Permission field to assign supervision access to the role. Then, click Save.
To start monitoring a remote session
Log in to your Zoho Assist account and go to Remote Support.
Select Monitor to start supervising a remote session in view - only mode.
Note:You cannot create or select unattended computer groups in Free Plan. The Super Admin can choose to receive notifications through email on changes made by the Admin by enabling Notify me on technician management alerts under Settings > Preferences.