Remote Desktop Features

SherpaDesk Remote Desktop feature has been upgraded to support a variety of engagement functionality allowing you to interact with your users and your technicians. Below is an outline showcasing the three features you are able to use to chat, web conference and better support your customers and employees.


You can locate the Remote Assistance tool by navigating to your 'My Profile' section and selecting Remote Assistance.


Remote Desktop

Remote Session is the primary support tool techs use to either take control of a user's desktop or show the user their desktop during support. You can initiate a Remote Session by inviting your End User under the Remote Assistance link. Here you can enter the user's email address and select 'Start Remote Session'.

ALERT: For macOS Catalina (10.15) users the agent included in SherpaDesk will not work based on how Apple has changed how applications can obtain access to the system resources and how to manage their permission. Please review this article on how to launch your Remote Assistance from the Full Portal Access link


The application will automatically download the Remote Assistance Desk file for the technician to install. The system will also send the end user an email to install the Client file. Once both files have been installed a connection will be established allowing the technician to either request desktop control or show their screen to the user.

NOTE: If the user does not receive the email within a couple of minutes the technician can copy the link and email them directly. The user will just need the verification code to start the session once the Client file is installed.


Another way to initiate a Remote Session is to launch it directly from within a ticket. A technician can navigate to the Remote Assistance tab inside the ticket details and click on the Start Remote Session button. This will automatically download the Desk file for the technician and send the User, who is assigned as the primary user on the ticket, an email to install the Client file.

NOTE: If the technician wants to record the time of the session to the ticket they will need to click on the 'Log Time' box and select the desired task type.

Group Sessions

Group Session allows the technician to create a session where multiple users can be invited to participate in a web forum. This works great for web meetings or when you need to support multiple users at the same time. With Group Sessions the technician is able to share their screen, share files, host a Q&A and create a slideshow for the audience.

First, the technician needs to create a topic for your Group Session. Once you created the topic you are able to start the session. Click 'Start Group Session'. The presentation client will automatically start to load and make you the host. You will then need to send the participants the Group Session link to join the meeting.


Live Chat

The Live Chat feature is integrated into your public-facing support portal. This tool allows you to have technicians on standby to answer any chat requests that are generated from your portal page


To get your sales and support staff set up to receive notifications when a customer initiates a chat they will need to perform a 1-time install. They will first need to download the Live Chat client located in in the Remote Assistance link under the technician's profile.

Once technicians have installed the Live Chat tool they will be available to receive chats when a customer initiates one from the portal.