Live Chat with the Technology Service Desk

Initiate a Chat Session

  1. Initiate chat with the Service Desk through techchat.twu.edu.
  2. Select association: Student, Faculty/Staff, or Visitor.
  3. Type in First Name, Last Name, and Email address. 
  4. Enter Open Ticket number for an existing incident or request. Leave it blank if none.
  5. Click the button Click to Launch Techchat!
  6. After establishing a connection with a Service Desk analyst, type in the question/request in the text box.

A pop-up may appear that requests permission for techchat.twu.edu to show notifications. Choose allow or block.

Allowing Remote Support

The service technician assisting through chat may request access to the computer system to provide additional support.

  1. A pop-up will appear with an accept or decline option. The message should contain the service technician's name. Please click Accept. This will start a file download.
  2. A new browser window will appear with the following information:
    • Click Keep in the lower left corner of this window if prompted to Keep or Discard. If not, skip this step.
    • Click on the file downloaded in the lower left corner of this window. If no file is downloaded file, click here.
    • Click Run if asked to run the software.
  3. The chat window will not include a button to Send File or end the session with the big red X button on the far right.
  4. Click the X button to end the session. A pop-up will appear stating that activity has been stopped and granted permissions have been revoked. Click Yes to confirm. This will do two things:
    • End the chat session, not just the remote session.
    • Remove the installed software.
    • Generate a second pop-up confirmation.

Chat Session Survey

At the end of the chat session, a survey will appear. The survey is optional. Choose to Download Session Data: View Chat Transcript or Download Chat Transcript.

For additional support, contact the Technology Service Desk at 940-898-3971, servicedesk@twu.edu,techchat.twu.edu, or submit a request through the Technology Service Catalog.

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Details

Article ID: 30770
Created
Wed 5/24/17 10:40 AM
Modified
Tue 12/8/20 10:49 AM