Initiate a support session

Users of Android mobile devices benefit from access to your professional support team. BeyondTrust enables customers to start support sessions on their Android devices from your support portal web site, the BeyondTrust Customer Client app, or an emailed link.

Start a click-to-chat session on an Android device

Users of Android mobile devices benefit from chatting with your professional support team. BeyondTrust enables you to start web-based click-to-chat support sessions with users on Android devices. You may begin this type of Android device support via a representative-initiated support invitation or from your BeyondTrust support portal.

Use click-to-chat for web-based chat on an Android device without a download

To start a session with click-to-chat, your customer does not need to download the BeyondTrust customer client app. Instead, direct your customer to your public site. Your customer must use a modern browser supported by BeyondTrust.

For click-to-chat to be available, your administrator must have enabled the click-to-chat option for at least one of the session start methods available from your public site. Click-to-chat is enabled from /login > Public Portals > Public Sites.

When your customer starts a session using a method that has click-to-chat enabled, a web-based chat session is initiated.

After your customer enters their name, accepts the prompt to allow chat with a representative, and chooses to allow or refuse screen recording, a support request enters a queue in the representative console. Accept the session to chat with your customer.

If you need to provide support at a level deeper than chat allows, you can request your customer to elevate to the BeyondTrust customer client app. Accepting the elevation request attempts to open the BeyondTrust customer client app. If the BeyondTrust app is already installed, the session will immediately become available. If the app needs to be downloaded, your customer is taken to Google Play to download the free BeyondTrust app. The session then continues as detailed in the next section of this guide.

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Note

For Android 11 and later, file transfer is available only with the BeyondTrust Support+ Client app. This is available by logging into the BeyondTrust Customer Portal.

The Support+ Client includes all the features of the Support Client. Devices can have both clients installed. If both clients are installed, users must select Support or Support+ when using a link to enter the support portal. Select Support+ to enable file transfer.

Start a support session through the support portal

1. To initiate a support session, the customer navigates to your organization’s support portal, for example, support.example.com. From this page, the customer chooses how they wish to start the session. The options available on the page are determined by the permissions set within the /login administrative interface. Typical options are to enter a session key, provided by the support representative, or to select an issue.
2. After a session start method has been chosen, the session starts.
3. The customer may be prompted to accept an agreement and/or allow session recordings before joining the session.

Start a support session through the support application

1. The customer may have already installed the the BeyondTrust Customer Client application. Starting a session from the application is similar to starting it from the support portal.
2. To initiate a support session, the customer opens the application. The customer may need to select a support site, and then choose how they wish to start the session. The options available are determined by the permissions set within the /login administrative interface. Typical options are to enter a session key, provided by the support representative, or to select an issue.
3. After a session start method has been chosen, the session starts.
4. The customer may be prompted to accept an agreement and/or allow session recordings before joining the session.

Join a support session through email

1. You can send an email invitation from the representative console. The email contains an invitation to join a support session along with a unique session key URL.
2. After receiving the email invite, your customer must tap the link within the email. The link takes them to a page where they can choose to begin a session by tapping the Start Session button.
3. If the customer has the BeyondTrust Customer Client app installed on their Android device, they may tap Start Session to begin a session. However, if the customer does not have the app installed, the Google Play Store opens, allowing the customer to download the Customer Client app.

Representative console

Once connected to a remote Android device through the representative console, you can chat with and support the customer, transfer files, and see Android device system information. If permission is granted by the customer, you can view and control the device.