Ways to Start a Remote Support Session

The Start button offers the easiest way to begin a remote supoprt session. Click it.

The "Start Support Session" panel will appear with options for initiating a remote support session.

When you want to move from phone support to remote support, use a session key. A BeyondTrust session key is a single-use, numerical code you can generate when you want to connect with a remote customer.

First, generate the session key.

Direct the customer to open a browser and go to your support portal URL. Have him to enter the session key into the Session Key field and press Submit. The user will then be prompted to start a support session with you.

Once the user has followed the prompts to run the BeyondTrust Custom Client, his session should appear in your Personal queue on the Sessions tab. Double-Click the session in your queue to join it.

Emailing a link is an easy way to initiate a remote support session if you know your customer’s email address.

Click the Email button. Your default email application will open with an email you can send to your customer.

Alternatively, you can click on Support > Generate Session Key in the menu bar. This will open a dialogue with both a session key and an invitation URL. Simply copy the URL and paste it in an email to your customer.

Clicking the link will initiate a download of the BeyondTrust Custom Client.

Once the user has followed the prompts to run the BeyondTrust Custom Client, his session should appear in your Personal queue on the Sessions tab. Double-Click the session in your queue to join it.