How to start a Bomgar Remote Support Session

Starting a remote support session with a customer may very based on how the customer initially makes contact. Know of the three (3) different methods in order to faster resolve and connect to client computers.

Generating a Session Key

Session keys are granted to customers to open a support session.

1. Log into the Bomgar Representative Console.
2. From the main interface, click "Start..."
3. Under the "Share Session Key" heading, click the button for "Generated Session Key."
4. A drop down will provide you with a seven (7) digit session key.

IT Express Supported Department

An IET supported department on Windows 7 should have a folder on their desktop for technical support. 

1. Have the customer locate  the "IET Support" folder on their desktop.
2. Within the folder is a shortcut for the web ticket submission form along with a Bomgar button. Double click the Bomgar button.
3. The customer will have two options. Enter a session key or Start a chat. Either of these will allows the client to connect to Bomgar.
   1. Enter a session key. 
      1. When you generate a session key (Described above), it will create a direct connection to your personal queue. 
      2. Provide the customer with the session key, and have them click submit.
      3. After the computer is connected, you'll see a pop-up in the lower right of your computer that a new session is available in your personal.
      4. Open your Bomgar Representative Console to view the queue.
      5. Double click the appropriate session to begin support.
   2. Start a Chat.
      1. When the customer clicks this option, they will be entered into the IT Express General Queue.
      2. After the computer is connected, you'll see a pop-up in the lower right of your computer that a new session is available in IT Express.
      3. Open your Bomgar Representative Console to view the queue.
      4. Double click the appropriate session to begin support.
         *NOTE: Start a chat may delay service to the customer because an existing representative may pick up your support session because it appears as a new chat notification to everyone.
4. Once you have opened the support session in the queue, you'll enter the support interface.

Using a Generated Session Key

This method may be used for all customers that you'd like to open a remote session with including Supported Departments.

1. Generate a session key.
2. Ask the customer to visit: 
   1. http://support.ucdavis.edu/ and enter the Session key into the entry field
      OR 
   2. http://itexpress.ucdavis.edu/ and have the customer locate the "Already have a session key?" entry field listed under the Support Center on the right of the page.
3. Have the customer click Submit.
   1. If they have not entered the key correctly, they will be notified the key is invalid. For ease of use, do not close out the session key window until they have begun downloading the software.
4. A download should begin automatically. If they are given an option to Run/Open, Save/Save As, have them select Run/Open.
   1. Windows - When the download is complete, a warning should appear that the file could be potentially unsafe. Have the customer click Continue.
   2. Mac - The file downloaded is a .dmg and when it runs, they will receive a similar warning. Have the customer click Open Anyway... Once the .dmg is opened, they should see a large Orange Bomgar logo. Have them double click the icon.
5. Once the program runs, they should be presented with 2 computer icons communicating back and forth. When the connection has established, a chat window will appear on their desktop.
6. The customer's connection should appear in your personal support queue in the Bomgar Representative Console shortly after. Double click this to enter the support interface.

Elevating a Chat Session

In the event that a chat support session needs to be elevated to a remote support session, use this method.

1. During a chat support session, you may need to elevate the support to a remote support session. Click the Green Play button in the center of your support interface to send the request.
2. The customer will receive the option to accept or decline the request.
   1. If they accept, a pop-up in their browser will appear and a download should begin automatically. If they are given an option to Run/Open, Save/Save As, have them select Run/Open.
      1. Windows - When the download is complete, a warning should appear that the file could be potentially unsafe. Have the customer click Continue.
      2. Mac - The file downloaded is a .dmg and when it runs, they will receive a similar warning. Have the customer click Open Anyway... Once the .dmg is opened, they should see a large Orange Bomgar logo. Have them double click the icon.
   2. If they decline, a message will display that the customer has declined.
   3. If they do not respond within thirty (30) seconds, the request will automatically decline.
3. Once the program runs, they should be presented with 2 computer icons communicating back and forth. When the connection has established, the existing chat session will disconnect temporarily, then reconnect.
4. Once it has reconnected, you'll return to the chat session with the option to "Start Screen Sharing."