User Guide

Join a Session

This section explains how your remote customers can join a remote support session created by you (Technician). One can join a session using the following options:

  • Web page - By entering the Session ID in join session web page, provided by Technician.

  • Email invitation - By clicking the URL link sent in email by Technician.

  • Session link - By clicking the session link sent by Technician through IM/chat.

  • Desktop Plugin - By entering the Session ID in the 'Join Session' box.
To join a session through web page (Windows)
  • Guide your customer to join.zoho.com.
  • Provide him the Session ID through phone/chat and ask him to enter it in the box.
  • Ask him to click 'Join Session'. It opens a web page to download 'Join.exe'.
  • Click 'Download' and run the Join.exe, once downloaded.
  • Customer Console gets opened.
To join a session through web page (Mac)
  • Guide your customer to join.zoho.com.
  • Provide him the Session ID through phone/chat and ask him to enter it in the box.
  • Ask him to click 'Join Session'.
  • It opens a web page which automatically installs Customer Console. Click 'Run' whenever Java dialog gets prompted.
  • In case, if auto-installation fails, you can click the link to download 'Join.dmg'. Run it once downloaded.
  • Customer Console gets opened.
To join a session through e-mail invitation (Windows)
  • Request your customer to log in to his mailbox and click the URL link in email, sent by you.
  • It opens a web page to download 'Join.exe'.
  • Click 'Download' and run the Join.exe, once downloaded.
  • Customer Console gets opened.
To join a session through e-mail invitation (Mac)
  • Request your customer to log in to his mailbox and click the URL link in email, sent by you.
  • It opens a web page which automatically installs Customer Console. Click 'Run' whenever Java dialog gets prompted.
  • In case, if auto-installation fails, you can click the link to download 'Join.dmg'. Run it once downloaded.
  • Customer Console gets opened.
To join a session through session link (Windows)
  • Request your customer to click on the Session link URL sent by you through IM or chat.
  • Once he clicks the link, a web page to download 'Join.exe' gets opened.
  • Click 'Download' and run the Join.exe, once downloaded.
  • Customer Console gets opened.
To join a session through session link (Mac)
  • Request your customer to click on the Session link URL sent by you through IM or chat.
  • Once he clicks the link, a web page which automatically installs Customer Console, gets opened. Click 'Run' whenever Java dialog gets prompted.
  • In case, if auto-installation fails, you can click the link to download 'Join.dmg'. Run it once downloaded.
  • Customer Console gets opened.
To join a session through desktop plugin
  • Request your customer to download and install desktop plugin.
  • Ask him to click 'Join Session' once he is logged in to the Desktop Plugin.
  • Request him to enter the Session ID in the 'Join Session' window, and click 'Join'.
  • Customer Console gets opened.
Once the Customer Console gets opened, a security dialog asking the customer to permit remote control of his computer and to transfer files gets prompted. If he clicks 'Yes', the remote computer's desktop starts getting shared to you (Technician).



Move on to the next section to know more about Customer Console.

Support your remote customers today.