How does MyOperator Support handle remote troubleshooting requests?

How does MyOperator Support handle remote troubleshooting requests?

Quick Answer

MyOperator Support never uses remote-desktop tools such as AnyDesk, UltraViewer or TeamViewer; all live troubleshooting is performed through a Google Meet screen-sharing session in which you share your screen while retaining complete control of your device and panel.

Supported Remote Assistance Method

• Remote-desktop or remote-control software is disallowed because of strict account-security protocols that protect your Business Account Number (BAN), Service Number and call data.
• The only approved live-assistance channel is Google Meet. You must join from a desktop or laptop web browser—Google Chrome is recommended—because mobile screens do not provide sufficient resolution for panel diagnostics.
• During the session you select “Present Now / Share Screen → Entire Screen” so the support engineer can inspect dashboards such as Call Flows, Logs and Outgoing Settings, but you remain the one who clicks and types.

Actions Clients Must Take

  1. Initial contact and issue reporting. Email support@myoperator.com or call 08129-81029 or 092129 92129. Always mention your BAN or Service Number so the team can verify your account.
  2. Receiving and joining the Google Meet. The meeting link arrives in your active email ticket thread or, while you are on the call with the agent, you can send “Hi” from your registered mobile number to the official Support WhatsApp line (08129-81029) to receive the link. Open the link on a desktop or laptop browser, then click Present Now and share your entire screen.
  3. Providing a screen recording when asked. If Support needs a persistent error captured, record your screen, upload the file to Google Drive, set the permission to “Anyone with the link (Viewer)”, and share the URL in the same ticket or email so internal engineers can access it without blockage.

Internal Support Workflow

  • Account verification and security. Support validates the BAN or Service Number and confirms the requester is an authorised user. Any demand to use AnyDesk, UltraViewer or TeamViewer is politely refused, with the security policy explained.
  • Secure link dispatch. The Google Meet invitation is sent only through registered email, the active Zoho Desk ticket or the official Support WhatsApp account.
  • Guided visual diagnostics. The engineer walks you through User Availability, Department Routing, Click2Call Settings and any other relevant parameters, assisting you in making real-time changes.
  • Commercial requests. If you ask to add user seats, buy additional virtual numbers or upgrade a plan during the call, the agent logs the requirement in the ticket and tags your assigned Account Manager (AM). The AM then contacts you to finalise pricing, add-ons or upgrades.
  • Technical escalation. Unresolved backend errors, database-sync failures or app bugs trigger a Child Ticket in Zoho Desk (or an email to tech.support@myoperator.co). The ticket includes your BAN, Service Number, the accessible Google Drive recording link, meeting observations and four to five recent plain-text Call UIDs.

Keywords

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