Apple Remote Desktop (Administrator’s Guide) - Manual (Page 23)

Chapter 1 Using Apple Remote Desktop 23
Providing Help Desk Support
When a user is having trouble, Apple Remote Desktop provides several ways to interact
with the user and his or her computer to diagnose and fix the problem.
Requesting Help
A user can discreetly notify you of a problem by sending a request for help using an
Apple Remote Desktop text message.
Users initiate requests using the commands in the menu that appears when they click
the Apple Remote Desktop icon in the menu bar. A notification on the administrator
computer alerts you to the message, and you can use several techniques to obtain
more information and troubleshoot the problem.
Chatting with the User
Conduct two-way Apple Remote Desktop text communication with the user to obtain
more information.
Screen Monitoring
Use Apple Remote Desktop to observe the user’s screen if you need more details to
understand the problem.
Marketing department Engineering department
Copy
items
Administrator
computer
Control, observe, and
share screens
Use
text chat