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Time to Get Rid of That Empty Support Queue

When you first log into the BeyondTrust Representative Console on your iPad or iPhone, you'll see an empty support queue just waiting there for you to start a support session.

Will the full version of BeyondTrust, there are lots of ways to start a support session. With the free trial, you'll need to use a session key.

Tap the "hamburger icon" to get started.

Generate a Session Key

In BeyondTrust, a session key is a single-use numerical code that helps match you to the computer you want to support.

Tap Generate Session Key.

Send the Session Key to the Customer

Once you generate a session key, you're presented with a number of ways to communicate it to your customer.

  • Email: Tap Email to send an email with a link to join your support session.
  • Copy the Session Key: Tap Copy to copy the session key number, then paste it into a message or email. You could also dictate the number over the phone, of course.
  • Copy the URL: Tap Copy to copy the url, then send it to your customer.

The Session Invitation Email

If you select Email, a draft of the prewritten invitation to join a support session will appear. By default, it gets sent from your default email account.

Set the Session Key Expiration

If you like, you can also extend the time your session key can be used. Or you could terminate it early. Some people like doing that.

Look! There's a Customer in the Support Queue

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.

Note: We'll cover tips on how to support a computer from your iPad or iPhone in other articles.

End the Remote Support Session

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.