Using the Bomgar Representative Console Main Menu

Owned by Michael Loranc
Sept 12, 2014


**Depending on the access permissions set by the Bomgar Administrator, your menu options may vary.

Start Button

The start button is a primary start point for creating Bomgar sessions for customers. Clicking this will allow a representative to email session keys to the customer or generate session keys that can be provided to the customer over phone. This button will be used often while providing support to a customer.

Queue Lists

The Queue Lists are an organization structure for the available sessions that are accessible by you. Typically, sessions are filtered by the method in which they are created.

  • Sessions that are initiated by  the customer (chat support) will appear in the Group Queue (IT Express).
  • Sessions that are started by a representative will be placed in your Personal Queue.
  • All Queues displays every queue that you are a member of and allows access to every session.

Available Sessions

Newly created sessions will generate a notification pop-up for representatives signed into the Bomgar Representative Console. If you have the Auto Assign option enabled, you may receive an larger notification if you are a next representative to receive a session. Two options will appear with this pop-up, allow or reject. Alternatively, you may click the initial pop-up, which will bring you back to the Bomgar Representative Console. From here, click Get Next to pick up the new support session. When a session is accepted, the session will be transferred from the group queue to the accepting representative's personal queue.

Navigation Tabs

Each newly joined session will generate a new navigation tab along the top of the Bomgar Representative Console. Multiple tabs, and therefore multiple sessions, are allowed for every Bomgar Representative. If the customer has typed an update or information into the Bomgar client window, a gold chat icon will appear on that customer's navigation tab. IT Express personnel are expected to be able to to handle three (3) chat sessions at any given time. If a chat session escalates into a remote support session, please warm transfer your other chat support sessions to another representative so the remote session customer will receive primary attention without hindering the experience of other customers.

Open Jump Clients

The Open Jump Clients menu allows the Bomgar Representative to remotely connect to machines that have the Jump Client software installed. Once connected, the Bomgar Representative will be able to start a chat, remote session, or perform background functions without affecting the end customer. Background functions include installing new software, registry edits (Windows), remove software, and starting/stopping running processes and services. This service is best used for departments that are supported by your organization for computer administration outside of utilizing the Windows Group Policy Objects (GPO).

Team Chat

Team Chat is specific to the Bomgar Representatives that are currently sign into Bomgar. The team chat is isolated to the members of groups that you belong to. Customers can not view the chat in this area of the Bomgar Representative Console.

Logged On Representatives

This box displays the currently logged in Bomgar Representatives that are available for chat within your team. Highlighting a specific representative will allow you to send a private message specifically to that person. By default, the "Everyone" option is selected for global public chat with the team.

Chat Box

The Chat Box is used for communication to the specified person(s) in the Logged On Representatives window. Pressing Enter or using "Send" will send the typed message in this box. Any hyperlinks will automatically create a link for chat members to click. There is also an option to send a file over this chat feature (if enabled).