On Using the XReach WebClient

This documentation page is for general use of the XReach WebClient by all users.

Overview

The XReach WebClient can be used by RemoteUsers, Experts and GroupAdmins, but with certain limitations.

As a RemoteUser, you can create tickets, upload media, annotate media and change your Account Settings, password and set your status. WebClient allows RemoteUser to call Experts. If configured, the Experts have the access to Ad Hoc - and for more info on this see the Ad Hoc chapter .

However, before starting to use the XReach WebClient, you will need to create a user account first, so let's walk you through that process.

Creating a User Account

Before starting to use XReach, you will need to create a User Request.

Go to the XReach website and click on the Request an account button - it is below the green Login button.

Input your First and Last name and valid Email address, then click on the Send request button.

At this point in time, a GroupAdmin will be notified that a new User Request has been received, and they will log in and process the new account request. Since this is not an automated process, we recommend getting in touch with the GroupAdmin in question, in case you know who the person is, or waiting it out - they might be asleep.

When this has happened, an automatic email will be sent to your email address, with a link to activate your user account by setting your password.

The password must be 8 characters minimum, with UPPERCASE, lowercase letters, numbers and special characters (!,/,#,",@,(,),+,- etc).

Use your Email address and password to log in from the login form.

After logging in, you will see the Ticket List View.

Ticket List View

On the left corner you can see the Sidebar, consisting of, but not limited to, Tickets, Assigned Tickets, Resolved Tickets, Management, and at the bottom, your User Avatar which can be clicked on to show a further menu. Scroll down to the end of the documentation to see more details of the User Avatar Menu.

The Tickets view shows all Tickets that have been created for the Groups you are a member of.

Tickets that have unread messages are highlighted.

The Assigned Tickets shows Tickets that have been assigned to you. As a RemoteUser you can see My Tickets menu instead of Assigned Tickets. My Tickets shows Tickets that have been created by the user.

The Resolved Tickets page shows all of the Tickets that have been marked as Resolved.

Only GroupAdmins or Experts can see the Management menu. To find out more about the inner workings of the Management menu, please click on the "On being an Admin" article.

In order to open any ticket, click anywhere on the ticket row.

At the top of the screen, you can use the Search bar to search for ticket content, or click on the Advanced Search button (see article "Advanced Search on WebClient" for details on that feature) to find more granular information.

On the top right corner of the screen, you will see the Create ticket button, which will, you guessed it, start the creation of a ticket.

Creating a Ticket

When starting the creation of a Ticket on the WebClient, you will see something similar to the screenshot below:

Depending on the environment, as specified by the Environment Configurator, you will see the usual Title, Description and Group, or you might, like in this case, see additional categories such as textfields or dropdown menus.

Titles with a red star (*) depict mandatory fields that must be filled.

Click on the Save button to create this new ticket.

When creating a Ticket, it will get automatically assigned to Any Expert. If you know who to assign it to, please assign it to the Expert that can give you the most assistance. Any Expert will be in use, unless if the Hidden Expert Feature is in use. Then it will be automatically assigned to the 1st tier Expert. Consult the "Hidden Expert Feature" article to find out more about 1st & 2nd tier Experts.

The Ticket will appear, and now would be a great time to look at an example Ticket below:

Ticket Detail View

After you have clicked on a Ticket, you will see the General Ticket details.

The General view displays the Description, and a possible Solution, of the Ticket in question. Depending on the Environment, there might be extra textfields and extra information.

You can also see the creator of the ticket, the Organization the creator was in, and who has been assigned to the ticket. If no-one has been assigned, it will be listed as "Assigned to Any Expert".

Some fields are not visible to the Remoteusers, as specified by Environment Configurator. Only Expert/Admin have the rights to edit and view those fields.

The Media tab shows all of the files exchanged between the Expert and the RemoteUser, such as images, videos, zip files and PDFs. Other files might be enabled also, depending on what the Environment Configurator has defined for the Environment.

The Chat tab allows you to send and receive messages with other users on the ticket. The users can also delete their own messages. When the chat participant opens the ticket detail, they will be notified with an orange circle on the chat tab for the new messages.

The Case Log allows you to see certain actions that have been performed on the Ticket, such as calls made and edits, adding and removing attachments, as well as closing and reopening tickets.

On the top right corner you can see both the Call button and the Overflow Menu (...), wherein you can click to Edit the Ticket, Assign an Expert, Resolve the Ticket or Delete the Ticket and Send access link.

Sharing the ticket access link

The Expert/Group Admin/Manager can share access to a specific ticket by generating a link from the ticket detail page and sending it via mail from XReach.

When the "Send access link" is selected, a dialog box will appear. The dialog box allows to enter the recipient expert email address. A confirmation will be displayed once the email is sent.

  1. The link provides the external user viewing access to the ticket information, attachments, chat and case log. They are not allowed to update ticket details, nor to delete anything.

  2. The external user can add attachments and send chat messages. Sender name will be displayed as "External user" in chat tab as well as in case log.

  3. The external user will receive an email notification for new chat messages related to the ticket.

  4. The link expires when the ticket is resolved. If the external user opens a resolved ticket, they will be notified that link has expired, as below:

NOTE: Deleting a ticket will always be available for a GroupAdmin, but might be available for RemoteUser or Expert depending on how the Environment Configurator has set up the environment you are in. The resolving of tickets is only available for GroupAdmins and Experts. Note that the Environment Configurator can also set up the environment in such a way that the RemoteUser can resolve or reopen tickets.

Ticket Media View

Click on the Media Tab.

This view allows you to upload images, PDFs, small video files or other files from your computer.

The maximum file size is 70MB, and supported formats are JPG, PNG, PDF, ZIP, MP4 and MOV.

You can also view PDFs, Zip files, videos and images, and annotate images.

Ticket Case Log

The Ticket Case Log shows you actions that have occurred during the lifecycle of the Ticket. Such as, who edited the Ticket, To whom Ticket has been assigned, calls were made, but not answered, or successful calls. You will also see details such as who Resolved and who Reopened the Ticket. Consult the screenshot below for a small set of examples.

Call Notifications

Now it's time to establish a call. This can be done by simply navigate to a Ticket and click on the Call button which opens the list of users that are in the same group. Then the caller can choose whom to call. There are two types of notifications in XReach - push and in-app notifications - and which one is visible depends on your choice of browser and settings within that browser.

1. When push notifications are enabled

If you have allowed the browser to send notifications, and receive a call, it will look like this:

You will get the above incoming call notification even if the tab is in the background or minimized. You will also received a similar Missed call notification if the call goes unanswered.

Enable or Disable the notification from all sites within the browser settings

Enable or Disable the notification from all sites while on the website

  • Most browsers have a "lock" or "settings" icon to the left of the URL. When on the site that sends you notifications, you can usually click these to see the Push Permissions you disabled and enable it.

2. When push notifications are disabled

If you haven't allowed the browser to send notifications, you will receive a call like this:

This type of notification is only visible in the browser tab where you have logged in on XReach.

The in-app notification, pictured above, consists of the required information:

  • What is this about

  • Who is calling me

  • Answer / Decline buttons

3. When push notifications are enabled and you are using Firefox

Similar to other browsers, Firefox also has the option to use push notifications to notify you of an incoming call even when XReach is in background or minimized. However, Firefox will not provide you with an option to answer the call through the notification. Clicking the dismiss button will mute the notification, and clicking the body of the popup will navigate you to the XReach page where you can accept the call using the in-app notification described in the previous point.

After you click Answer, you will be transported to the Call View.

If you don't answer the call you will receive an email later about the missed call, which will look similar to this:

Call View

The top right corner toolbar contains:

  • Add Participant - Start adding more participants to the call.

  • Share screen - Start sharing your screen or a specific application.

  • Enable pointer - Use pointer for giving remote guidance. E.g Instead of explaining in words a direction or location where you want the counterpart to have a closer look. The pointer's color depend on the role: Hex value Red -> Expert/Admin and Blue->RemoteUser

  • Upload attachments - Start uploading images, PDFs or small videos.

  • View Ticket Details - View and edit the Ticket Details during the call. You can also view the Media content of the Ticket.

  • Chat - by clicking on the Chat icon you can chat with the other participants of the call.

The bottom center bar contains

  • Enable / Disable Video Feed - This allows for enabling and disabling your camera during a call.

  • Mute / Unmute microphone - In loud environments, or to evade feedback, you can mute or unmute your microphone.

  • End Call

You can take a screenshot of the video and start annotating it, by clicking on the video feed.

Annotation Tool

There are three ways to get to the Annotation tool.

  • In the Ticket Detail View, click on Media, and click on an image and click on Edit.

  • During a call, take a screenshot by double-clicking on the feed - annotation will start.

  • During a call, upload an image - annotation will start.

While annotating, you will have access to such tools as Draw, Shape, Transform, Type and Color. In the current iteration of the Annotation tool, the toolbar is on the left.

When you're ready to save changes, click on the checkmark on the top right corner.

All exchanged content between the users is stored in the Media section. During the call you can find the Media content by clicking on the Ticket Info button from the topbar.

Annotation sharing during the call

This feature allows the users to take a snapshot during a video call, and annotate the snapshot right away . The annotations become visible to the other call participant(s) in real-time.

Snapshot annotation during video call

  1. Double tap the screen during the call.

  2. The annotation page opens with the notification of Annotation sharing started.

  3. Start annotating the snapshot.

  4. The annotation become visible to the other user(s) real-time.

  5. The changes will be saved to the media page.

Annotation view shared from other users

  • Web user gets the shared annotation view instead of the video feed, when other users starts the annotation sharing

  • Starting and ending the annotation sharing is notified to all users.

  • Tapping the annotation view icon will switch between video and annotation views.

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