While arranging a remote session with a customer,
support engineer provides URL which allows customer to start the remote session.
Currently this link generated only with session key. After customer comes into the remote session it is necessary to insert Service Request # into field "External Key", so all chat communication will be stored into SR after the end of the session. However sometimes the support engineer forgets to do it and all communications are lost.
Previous it was possible to do via "session.custom.external_key" parameter which is described here:
Not clear why this feature is dropped.
Real case: support engineer is scheduling a session for tomorrow. It might be 3 session scheduled during the day. When customer will come he needs to search via list of tickets to see which customer it is, then do copy-paste work with Ticket Id. Instead he will have session which he can start working straight away. Sometimes being in rush (important customer, warm handover, critical issue) the engineer can forget to place Ticket Id, then the whole chat is lost.