"So you can see that I can move your mouse, and if you go ahead and move your mouse, you'll see that you still have control over it as well. They should choose Allow.īefore you go any further with your support session, say something like:
Tell the user that the first thing you're going to do is ask permission to share their screen and access to their mouse and keyboard.Ĭlick the first icon on the Screen Sharing tab and ask if they see the prompt in their chat window, asking for permission.
The end-user's chat window will now show that you have begun chatting with them. Your window will now display the diagnostic tools you can use during the support session. You should now see their session listed under either your Personal or Group queue.ĭouble-click on their session. If you click that, our session will immediately stop and the application you downloaded will be automatically removed from your computer." Whenever I need your permission to do something, you'll see choices it the chat window to Allow or Refuse. "You should see a small window with a bright orange bar with the word "Bomgar" in it.
#Bomgar jump client grey screen download
Since the download and installation of the app differs slightly depending on their operating system and their browser, ask them to describe what they see and walk them through the process up to the point where they see the chat window. When they're ready, ask them to click on the link that begins (There will be other links in the message, pointing them to our support documentation.) Remember, this is going to be a new and potentially scary thing for some people. Give them a chance to ask any questions about the process. When the user says they've received the message, ask them to open it and look over the information in the message. The message will come from me, and have the Subject Remote Support Invitation from me." Tell the user "I've just sent you a message with a link. In the email message that opens, enter their address in the From field and send the message, then click Finished on the Start Support Session dialog box. Under Email a Link to a Customer, click Email. In the Representative Console, click Start. Run the Representative Console on your computer, logging in with your NetID and password. Have you gone over the material covered in our What to Say Before You Begin a Session article with the end user? It is important that the end user is comfortable with the notion of remote access before you begin.
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