Enhancing Ad-hoc Support Sessions Feature – Reducing Character Requirements and Potential Solutions.

A question was asked about the Ad-hoc support sessions feature of ControlUp. The user suggested having an option for fewer characters for connecting to a customer endpoint via remote control, which was confirmed by another user to be 9 characters as the smallest possible option. The team is looking into incorporating an option for users to read the code to support engineers or embedding the code in a link. Some users suggest that using only numbers in the code could make it easier for end users to browse to a specific website.

Read the entire ‘Enhancing Ad-hoc Support Sessions Feature – Reducing Character Requirements and Potential Solutions.’ thread below:

I guess this goes here, but question on the ad-hoc support sessions feature. is it possible to have an option for fewer characters for connecting to a customer endpoint for remote control? I know that may pose a security concern, but sometimes its hard enough to get an end user to get to a certain page, let alone type in a 7+ character support code

Are u talking about the unmanaged devices feature

yeah thats the one

🙂 when we first seen it was seen it internal i think it was 20 character or something close to that, I think it 7 is the smallest we can get it but @member might be able to confirm

I believe it’s 9. The good news is that if this is over the phone, they already have succeeded in typing 10 digits 🎉

And you can of course copy/paste if you can reach them by chat

We are going to look at some point if we can have the user read the code to the support engineer. We’re also looking into embedding the code in the link

Yeah that’d be good. In all seriousness though it being alpha numeric makes it more challenging. You really can’t believe how challenging it is just to get someone to browse to a particular website 🫠

If it were just numbers that could be easier

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