Work on a ticket with device context
Receive the employee’s request in the console, review device information and record the outcome.
Steps
Receive the request
The employee submits a ticket through Companion. Review the issue and the available device information in the console.
Review the device
Check its last contact, settings and applications. Where needed, an iPhone or iPad user can start a screen broadcast and approve the system prompt.
Record the outcome
Update the ticket status as work progresses. Close it after confirming the result with the employee.
Check the result
Check the final ticket status. iOS/iPadOS screen broadcasting is viewing, not remote tap control; Mac Screen Sharing uses a local network or VPN.
Troubleshooting
- Device information is out of date
- Check the linked device and its last contact before relying on the displayed settings. Ask the employee to verify the device connection.
- The iPhone or iPad screen is not visible
- Ask the employee to start the screen broadcast and approve the system prompt. The broadcast allows viewing, not remote taps.