KNOCK KNOCKFOR SUPPORT STAFF
Support Staff
Guide
Provide a one-time support code, wait for the customer to approve, and solve the problem together on screen.
1. Sign in to the support staff app
Sign in with a support staff account and open the waiting screen. Preview credentials are shown in the home-page download section.
2. Share the one-time support code
Tell the customer the code shown in the app. They enter it in the remote help app.
3. Begin only after customer approval
The customer sees the support staff name and ID. Screen sharing and remote control begin only after approval.
4. Work only within the agreed scope
- End the connection when support is complete
- Explain the purpose and retention period before recording
- Delete files and records that are no longer needed