Apple Remote Desktop 2.2 - Manual (Page 19)

Chapter 1 Using Apple Remote Desktop 19
Providing Help Desk Support
When a user is having trouble, ARD 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 the problem by sending a request for help using an
ARD text message.
Users initiate requests using the commands in the menu that appears when they click
the ARD 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 or
troubleshoot the problem.
Chatting With the User
Conduct two-way ARD text communication with the user to obtain more information.
Screen Monitoring
Use ARD 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