Your First Remote Support Session from iPad or iPhone

Oh Look! Somebody Needs Remote Support

When the customer accepts your invitation to start a remote support session, you'll get an alert and see his or her computer appear in your support queue.

Tap on the customer to accept the session.

Play to Begin Screen Sharing

Tap the play icon to begin screen sharing. The customer will need to answer a prompt to allow you to support his or her computer.

Remote Support Begins

Once your customer allows screen sharing, you'll see their screen appear on your device. Now you can interact with the remote computer and chat with the customer to solve his or her problem.

Screen Orientation

Turning your iPad or iPhone sideways will reorient the support session to widescreen, which will like be the orientation of most computers you connect to.

Screen Sharing Gestures

At first, you'll want to spend a little time learning your way around the mobile rep console. Using your fingers instead of a mouse/keyboard can take a little getting used to. So spend some time learning the screen sharing gestures.

Access the screen sharing actions menu by tapping the "hamburger icon".

This menu lets you perform these actions:

• Select which monitor to view
• Change the bandwidth of the connection to improve performance
• Access special actions, such as the control panel.
• Perform a simple reboot and reconnect.
• Initiate the privacy screen (disabled for the trial).
• View the gesture help for your device.

Monitor Selection

Select an alternate remote monitor to display. The primary monitor will be designated by a P.

If you don't want to change monitors, just tap the primary one to hide the dialogue.

Performance/Quality

View the remote screen in 2-bit gray scale for the lowest bandwidth consumption, 8-bit color for fast performance, 16-bit for a medium quality of image and performance, or 32-bit for the highest image resolution.

Special Actions

Perform a special action on the remote system. Based on remote operating system and configuration, available tasks will vary. When operating in elevated mode, some actions can be run in System context.

Alternatively, provide an administrative user's credentials to perform a special action in that user context.

Reboot

Reboot the remote computer without losing your connection to the support session.

Running along the base of the mobile rep console are a number of tabs. When you connect to a remote computer, the Screen tab opens by default.

The Actions tab is next.

For security reasons, BeyondTrust has limited the features availble in the free trial. In the Session Actions tab, that means you are limited to elevating privileges on the remote computer.

Elevate Privileges

Tap Elevate Privileges and select the elevation method desired. Use this if you want to run BeyondTrust with administrative privileges.

Member Actions

In the full version of BeyondTrust Remote Support, Member Actions lets you collaborate with others.

Deploy BeyondTrust Button

In the full version of BeyondTrust Remote Support, BeyondTrust Buttons are like calling cards that let customers request support from you later.

Pin Jump Client

Deploying a Jump Client lets you initiate a remote support session with the computer whenever you want. Because they are one of the most powerful components of BeyondTrust, Jump Clients are not available in the trial.

End or Hold Session

Select this if you want to either terminate the session or disconnect from the customer whil leaving him or her in queue.

The Chat tab is where you can chat with the customer. Brilliant, right?

There's quite a bit more in the full version of BeyondTrust. There, chat support includes canned messages, and a brandable customer interface. Also, this is where you can collaborate with other reps or third party vendors.

Tap the More tab and you'll find two additional tabs - Summary and Notes.

The Summary Tab

The Summary tab gives you basic overview information about the computer or device you're supporting.

The Summary tab also gives you options for post-session behavior - whether to lock the computer, logout the user, or do nothing when the session ends.

The Notes Tab

The Notes tab isn't really used in the BeyondTrust trial. In the full version of BeyondTrust, however, you could enter extra details about your support session. These notes would then be synced with your CRM, help desk, or ticketing solution so that the next rep who helps the customer can have some context.

Tap the up arrow icon to end the remote support session. You can also choose Hold Session, which keeps the remote computer in your queue but terminates screen sharing.