With the ticketing system integrated into Iperius Remote and Iperius One , the customer can submit a support request directly from the software, while the support team can receive it, process it, initiate the remote connection, and log the activities performed. In this tutorial, we’ll walk through the entire process: from ticket creation to closing and accessing the history.
In short: the customer opens a new request, enters a title and description, and submits it. The ticket is displayed to the operators of the team associated with the device; an operator takes charge of it, contacts the customer, and initiates the remote session. Upon completion, the ticket can be marked as resolved and viewed in Iperius One, including duration, operator, sessions, and complete information.
Licensing note: The ticketing feature described in this article is available with Iperius Remote Pro . Creating, receiving, and managing support requests via tickets therefore requires a Remote Pro license.
Part 1: Customer Support Request
The request is created by the computer requiring assistance. For the ticket to be routed correctly, the device must already be associated with the customer, a group, and a support team in the Iperius One configuration.
Open Iperius Remote
On the client’s computer, launch Iperius Remote and verify that the application is connected. At the top of the interface, you’ll find the area dedicated to support requests and notifications.
Before you begin: check that the device appears in the correct address book and that the group is associated with the customer and the assigned team. This relationship will allow the ticket to be routed to authorized operators.
Create a new support request
Click the support or ticket icon in the Iperius Remote top bar. The Request Support window opens .
The Request Assistance window allows the customer to select the company and enter its title and description.
Describe the problem you encountered
Fill in the available fields:
- Company: Select the company or organization to which you want to send the request.
- Title: Enter a short, recognizable title, such as “Error accessing the management system.”
- Description: Describe the problem, any error messages you receive, and any actions you have already attempted.
A precise title and a complete description help support evaluate your request more quickly.
Good ticket description: state when the problem occurs, which application or device is affected, the error text, and the impact on your business. Avoid generic descriptions like “it doesn’t work.”
Send the request
After verifying your details, click Submit Request . Your request will be logged and forwarded to the support team associated with your device group.
Warning: Do not close Iperius Remote immediately after sending. Keep your computer turned on and connected, especially if the operator needs to start a remote support session.
Check the status of your request
After sending, Iperius Remote displays the Assistance in progress window , where the customer can check:
- recipient company;
- ticket title;
- creation date and time;
- last update;
- current state;
- description sent.
The Pending status indicates that the request has been sent but has not yet been processed by an operator.
Part 2: Taking charge by the support
View new requests
When a new ticket arrives, authorized operators see a numeric indicator on the notification or ticket icon in Iperius Remote. Opening the Tickets section displays the new request’s file.
The orange badge indicates that there is a new request to be reviewed.
Open ticket
The ticket tab displays key information: customer, device, remote ID, title, description, creation date, last update, and status. Verify that the request concerns a device managed by your team.
The Connect and Take buttons allow you to connect to the device and take charge of the ticket respectively.
Assign the ticket to a team
The ticket is made available to the team associated with the device group . If customers, groups, and teams are configured correctly, routing occurs based on this association.
To check the assignment, log in to Iperius One , open Ticketing > Ticket and check the status column: the team and, once accepted, the responsible operator are shown under the ticket status.
The Tickets page summarizes priority, customer, title, status, team, operator, sessions, duration, and last updated.
Recommended organization: Associate each device group with a specific team. This way, requests are only seen by the agents who need to manage that customer or location.
Take charge of the ticket
Click Take . The ticket is assigned to your operator account and the status changes from Pending to Assigned .
Once accepted, the ticket is Assigned and the Connect button remains available.
Ticket responsibility: Before selecting “Accept,” verify that you can track the incident. Acknowledgement identifies the responsible operator and is recorded in the ticket information.
Contact the customer
Before initiating the connection, contact the customer via your organization’s agreed-upon channel, such as phone, email, or company chat. Confirm that the user is available and ask for any additional information not included in the description.
- confirms the impact and urgency of the problem;
- notify the customer before taking control of the computer;
- ask to save any open documents;
- briefly explain the checks that will be performed.
Start the remote support session
In the ticket tab, click Connect . Iperius Remote starts the connection to the device associated with the request and links the session to the ticket.
During the support session, you can use the standard Iperius Remote features, such as desktop control, file transfer, and tools available in the session. Connection time is recorded and can be viewed in the ticket information.
Why initiate the connection from a ticket? This way, the session is associated with the correct request, facilitating duration calculation, history consultation, and subsequent billing.
Part 3: Ticket Closure and Information
Finish the intervention
Once the problem has been resolved, check with the customer that the service is working properly and end the remote session. Iperius Remote displays a confirmation window with the question ” Do you want to mark the ticket as resolved? “
When you close your session, you can decide whether to immediately mark the ticket as resolved.
Add a report of the intervention
Before final closure, complete the operator’s notes with a clear summary. The text should allow another technician to understand what was done without having to reconstruct the entire session.
Sample report: “Verified the service, identified a configuration error, corrected the parameters, restarted the application, and completed testing with the customer. Operation is restored.”
Check the time spent on support
Open the Ticketing > Tickets page in Iperius One. The list, under the ticket status, displays the number of sessions and the total recorded duration.
For more detailed control, open the ticket card and consult the Sessions section , which summarizes the operator, originating device, destination, start date, end date and duration.
Change ticket status
The status allows you to immediately understand the stage of the request. The following statuses, among others, may appear in the interface:
| State |
Meaning |
Recommended action |
| On hold |
The request has been sent but not yet processed. |
A team member must review the ticket and select Take. |
| Assigned |
The ticket is assigned to an operator. |
Contact the customer and carry out the intervention. |
| Completed |
The intervention has been completed and the ticket is closed. |
Please check notes, duration and information before invoicing. |
| Canceled |
The request was cancelled without completion. |
Record the reason for cancellation in the notes. |
Close the ticket
In the confirmation window that appears at the end of the session, click Yes if the issue has been resolved. The ticket is marked as completed.
If further action is required, click No. The session ends, but the ticket remains open for re-action or further investigation.
Before closing: Make sure the customer has confirmed the resolution, the report is complete, and all required sessions are associated with the ticket.
View ticket history and information
On the Iperius One Ticket page , open the actions menu to the right of the relevant row and select View .
The View command opens the full ticket page; Delete, however, deletes the record and should be used with caution.
The information page is divided into sections and allows you to control:
- ticket information
- Customer
- Property
- Operator
- Sessions
The ticket card centralizes the information needed for monitoring, history, and billing of the intervention.
Deleting a ticket: The Delete command removes information from the consultation. Use it only when required by company procedures and after verifying any history or billing requirements.
Workflow Summary
| Phase |
Responsible |
Result |
| Creating the request |
Customer |
Ticket created with pending status. |
| Routing |
Hyperius One |
The ticket is shown to the team associated with the device group. |
| Taking charge |
Operator |
Ticket assigned and status Assigned. |
| Remote assistance |
Operator and customer |
Session linked to the ticket and duration recorded. |
| Closure |
Operator |
Completed ticket with notes, sessions, and history available for consultation. |
Conclusion
Iperius Remote ticketing allows you to connect the customer’s request to the entire support intervention. The customer describes the problem directly from the software, the team receives a notification, an operator takes charge of the ticket and initiates the remote connection. Upon completion, the duration, operator, status, notes, and sessions remain available in Iperius One.
This workflow makes support more organized and traceable and prepares the data needed for subsequent administrative and billing activities. Managing requests via tickets requires Iperius Remote Pro.
Manage remote assistance with Iperius One
Centralize requests, agents, sessions, and ticket information into a single workflow.
Open Iperius One
Frequently Asked Questions
Who can create a support request?
The request is created from the customer’s device via Iperius Remote, by selecting the company and entering the title and description of the problem.
What does the Pending status mean?
Pending indicates that the request has been sent successfully, but no operator has yet processed it.
How is the team that receives the ticket chosen?
The ticket is made available to the team associated with the device group. Therefore, it’s important to correctly configure the customer, group, device, and team before using ticketing.
What is the Take button for?
Take assigns the ticket to the operator who selects it. After it’s taken, the status generally changes from Pending to Assigned.
Is remote session time recorded?
Yes. Sessions linked to the ticket can be viewed in Iperius One with dates, operator, devices, and duration.
What happens if I select No at the end of the session?
The session ends, but the ticket isn’t marked as resolved. It can therefore remain open for further investigation or a new connection.
Where can I find all the ticket information?
In Iperius One, open Ticketing > Tickets, use the action menu, and select View. The page displays information, customer, device, status, operator, notes, and sessions.
Which version of Iperius Remote includes ticketing?
The ticketing feature is available with Iperius Remote Pro. A Remote Pro license is therefore required to create and manage support requests via tickets.
For any questions or doubts regarding this tutorial,