Hey there, long time no blog post! I’ve been working in SysAid for more than two years now, and lately it has come to my attention that many of our customers don’t know about the SysAid Agent F11 hotkey feature. This is one of our blowout, unique features – which is also incredibly easy to implement and use – so I felt the need to rectify this situation. Time for a quick refresh!
Anyone who works in IT and support knows how difficult it can be to get an end user to properly describe an issue that they’re having. Don’t even get me started on what happens if you ask them to provide a screen capture – in a good scenario it will require launching a screen-capturing app, taking a screenshot, saving the file and sending it your way by an email or attaching it to a ticket. Not all end users know how to use, or even have, a screen-capturing app. But even if they do, it only adds more steps where something might get screwed up and delay the resolution time of the issue, i.e. the IT ticket – which becomes *your* problem.
SysAid simplifies this with its F11 hotkey. When the SysAid Agent is installed on the end user’s machine, all they have to do is hit the F11 key, and SysAid will capture whatever is on their screen, and automatically open SysAid’s Self-Service Portal, in order to submit a ticket with the screen capture already attached! Unless of course, their desktop is as messy as mine, in which case you might have second thoughts about them attaching it to the ticket 😉
Even better – when an end user presses the F11 hotkey, SysAid automatically signs the user into the Self-Service Portal (no need for manual login) and selects their computer as the associated asset in the ticket – making your job of identifying their machine that much easier.
Last but not least – good things come to those who wait. We plan on announcing, very soon, a new surprise related to this feature. Keep your eyes peeled!
For any questions and feedback, I encourage you to visit the SysAid Community where I’m always happy to help and/or just chat.