Support session

The support session page is your starting point for providing remote support. To access support session tools, touch the menu button.

Support session tools

Tool	Description
Elevate	Elevate a click-to-chat session to the full customer client, or elevate the customer client to have administrative rights. To elevate to administrative rights, administrative credentials must be provided by you or the customer. Elevating the customer client enables switching user accounts, deploying Jump Clients in service mode, and controlling protected windows and UAC dialog boxes. Elevation does not change the user context of the active user and is not the same as logging out the active user and logging back in as an administrator. Elevation to admin rights is currently available only for Windows and Mac computers. Administrators can set the customer client to automatically request elevation at session initiation on Windows systems.
Member Actions	Transfer control of the session to another team or representative. Alternatively, invite another representative to participate in a shared session. If you are the session owner of a shared session, you can remove another representative at any time.
Support Button	If permitted, install a Support Button on the remote desktop or remove a previously installed Support Button. The customer can click the Support Button to start a support session quickly and easily.
Pin Jump Client	If permitted, install a Jump Client on the remote computer, enabling you or your teammates to access that system later without end-user initiation. Uninstall the client if you no longer need unattended access to that system.
Close Session	Close your session page entirely. If you have ownership of the session, you can either uninstall the customer client from the remote machine or leave the session in queue.

Chat with the customer

Throughout the support session, you can chat with your remote customer. You do not need to have screen sharing permissions before beginning a chat session. If you have uploaded your photo or any avatar image, it displays on the customer's chat window once the chat begins.

If one or more representatives are sharing the session, you can choose to chat with all participants or to chat privately with only the other representatives. When an additional user joins a shared session, they are able to see the entire chat history. From the menu, select chat members.

The chat window not only records the messages and the time they were sent but also serves as a running log of everything that happens throughout the session, including permissions granted.

If you receive a message while the chat area is minimized, the message appears as a semi-transparent pop-up near the bottom of the screen.

Screen share

From the Screen Sharing page, touch the Play button at the top of the screen to request view and control of the remote system. Once the customer has granted permission, the remote desktop appears in your display. You have full mouse and keyboard control of the remote system, enabling you to work on the remote computer as if you were physically present.

Tap once to left-click.
Double-tap to double-click.
Place your finger on the cursor and drag to navigate the mouse.
Double-tap an item and then drag to drag and drop.
Pinch to view the remote screen at a scaled size or at its full resolution. Zoom occurs where the fingers are placed, regardless of the current pointer location.
Tap with two fingers to right-click.
Scroll the mouse wheel by dragging with three fingers.
Tap with three fingers to toggle the keyboard.
Tap and hold to locate the cursor.

Screen sharing tools

Request or stop screen sharing.
View a quick reference of screen sharing gestures.
Access the keyboard in order to type on the remote screen.
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. Canned scripts available to the user appear in a fly-out menu.
View the remote desktop in full screen mode. To return to the interface view, touch the Back key.
Gain access to actions like setting the monitor display, selecting the screen sharing quality, rebooting remote systems, etc.

System information

Privileged users may view a complete snapshot of the remote device's or computer's system information to reduce the time needed to diagnose and resolve the issue. The system information available varies depending on the remote operating system and configuration.

Select successive category names to access the data you wish to view.

Once the data has been populated, you can touch the Refresh icon to retrieve the most recent data.

Command shell

Remote command shell enables reps to open a virtual command line interface on remote systems. Users can then type locally but have the commands executed on the remote system. You can work from multiple shells.

Your administrator can also enable remote shell recording so that a video of each shell instance can be viewed from the session report. If shell recording is enabled, a transcript of the command shell is also available.

Additional keyboard commands and characters are available above the standard keyboard. The set of additional keys at the top right can be swiped left and right to reveal more options.

If multiple command shells are open, you can swipe the shell screen left and right to switch between the open shells.

The name of the current shell is displayed in the lower left corner of the shell screen.

Command shell tools

Open a new shell to run multiple instances of command prompt.
Close the current command shell. Other open command shells will continue to run.
Access the keyboard to type commands in the command shell.
View the command shell in full screen mode.
Tap the menu icon to access Keyboard and Fullscreen options. The Shell Sessions option is visible if more than one shell session is in progress. Tap Shell Sessions, then the shell session you wish to access.

Session summary

The Summary page gives an overview of the remote system, including information like IP Address, Customer Name, Computer Name, and Platform.

Depending on your account permissions, you may have the option to log out the Windows user automatically or lock the remote computer when the session closes. When you have been working on an unattended system, for example, locking the computer is recommended to prevent unauthorized users from viewing private information.

Tap After This Session Is Finished, and then select the action to take at the end of the session.

You can also add notes about the session. If the session is shared or transferred, these notes can be submitted by one representative and pulled by another for a quick, private review of the situation. These notes are also available in the session report. Notes can be added both during the session and also after the remote connection has been terminated.