Start a Session


SmartWare's Remote Support access is provided by
Splashtop
Splashtop Start a Session
Click "Start a Session" to automatically download the application installer.
Simply follow the directions on the next screen to allow technician access to your device.

Full instructions on starting a new session.

Email Helpdesk

Email Helpdesk

Email the Helpdesk

Simliar to our previous system, clients can email our helpdesk directly to create a ticket within our new ticketing system.
The system will automatically alert all technicians that a client is in need of assistance.
All tickets are processed based on priority: managed service clients will be prioritized before break-fix clients; however, we will make every attempt to address all new tickets within a reasonable frame of time.
We kindly ask that you refrain from calling immediately after emailing helpdesk.

!!Do not CC helpdesk on any emails!!

It is imperitive to never CC helpdesk on any email chains.

The helpdesk email is directly linked to our ticketing system, and each email will create a new ticket, plus a new ticket will be created with every reply.
Any tickets that have helpdesk CC'd within the email will be closed automatically.
If you feel multiple memebers of your team should be included on a ticket, please include their information within the body of the email.
A technician can then link them to the ticket and allow everyone to communicate via email without creating any unecessary tickets.

System Tray Icon

Open a new ticket by clicking the S icon in the system tray

You can retrieve system information and any tickets associated with your system clicking on the S icon within your system tray.
If you have multiple services running, you may need to click on the carat to expand the overflow area.

Click the carrat to show quick access tools.

Click Overflow Carat
Right Click S icon.

Right Click S Icon
Click Open.

Click Open
Select Tickets tab.

Select Tickets Tab
Whe you click the New Ticket button, a simple form will come up requesting some basic information.

Provide as much detail as possible

Failure to provide adequate information may cause your ticket to be assigned a lower priority, which may increase the amout of time it takes for a technician to address the issue. If necessary, you may attach up to 3 screenshots when sumbitting a new ticket.

Client Portal

Login to the Client Portal to start a ticket

 If you have access to the Client Portal, you can create a ticket for yourself or any individual within your organization.

Click Ticket Icon & Select New Ticket

Click ticket icon.

Fill out form details

Select yourself or the individual needing assistance as the Contact to let us know who is experiencing the issue.
If an individual does not come up in the Contact list, put their Name, Email, Position, and Phone Number in the Description field.

By selecting the Asset, you can let us know which system is causing the issue.
If the issue is not related to the user's system it is not necessary to select the asset.


Right Click S icon.

Starting a Session

Follow the steps below to get connected with a technician:



STEP 1

Click "Start a Session" to download the application installer.

Click Splashtop logo.

STEP 2

Click to open the Splashtop installer (exe file found in downloads).

Open the downloaded file.

Some systems may require an additional step to verify that the software is being downloaded from a known, safe source.
Confirm that you trust the download source and continue to Step 3.

STEP 3

Click "OK" to confirm that you are connecting to a trusted individual,
referenced by our email tech@scs3.com.

Click

STEP 4

Provide the 9-digit code to the technician to allow connection to your device.

Give the tech your 9-digit code.