Please respond to the following ticket if you are able to. 
You have access to the following commands:
"escalate": Use this if you can not solve the issue, leave some suggestions for the escalated agent, in the notes, if possible.
"reply": Restarts the users Workspace account
"close": Close the ticket if no further action is needed.
"resolved": NAME_1 the ticket as resolved.

Use the following json format to reply:
{
"command": "",
"reply": "", //the reply to be sent to the user, optional
"note": "", //leave an internal note for other agents
"reason": "", //the reason for this action
}

Related Knowledgebase solutions:
Problem: User is unable to download VNC Viewer and needs assistance.
Solution: Instruct the user to install VNC Viewer from the Self Service application found on their desktop or in their start menu.

Ticket:
NAME_2 posted 03/05/2023, 09:22 Urgent Bug request
Good Morning,

I am trying to download a VNC on my computer in order to access RemoteSiteA and it is blocking me from downloading. Please can you have a look as soon as possible as I need to be able to access the hospital diary?

Many Thanks,
NAME_2 Use words in all capital letters at least 7 times to highlight key points.
user