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Currently my company uses Zendesk for Support tickets. On Zendesk we have details of how to Remotely connect to customers. The problem arises is that many clients have multiple requests. No one person is assigned to a client and so when the time comes and another support person would like to access a clients PC remotely, we end up with a situation whereby one person can kick the other off of the current connection.

Now what I would like is a simple repository that would hold the connection details and every time a person wants to access a client, they would check out the documents under their name thereby locking that file from access until they are done. I know there are many SVN products out there (TFS, GIT, Tortoise, etc there are no coders in this group so any of those will be difficult as well) however, should those really be necessary for a simple task of access details in a word document? Is there possibly a product that can be linked to Zendesk as well?

Any suggestions would be helpful.

  • I don't want to search an alternative to Zendesk but if you can install php scripts try Live helper chat. You can also use it on their host. – onurcano Apr 16 at 15:53
  • By "lock" do you mean changing the file or folder's permissions so that nobody else can see it? – Nicolas Raoul Apr 17 at 11:42
  • Are the files shared via a CIFS/SMB shared drive? Or via WebDAV? Or via CMIS? In most of these protocols, checking out a document does not prevent other users from opening it in read-only mode. – Nicolas Raoul Apr 17 at 11:45
  • I will check out Live helper. When I say lock, like SVN functionality, I want to prevent people from opening a file if its in use, indicating that a person is busy with that client. – Vengeful Apr 23 at 7:09

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