DESKTOP CLIENT USER GUIDE | RS for Desktop
For more information on supporting other devices, see:
Public site
The public site is the support portal for your B Series Appliance, where your customers go to request a support session.
On this page, your customer can initiate a session by clicking a representative’s name, submitting a session key, or filling out an Issue Submission form.
A customer can access the public support portal using the URL provided by a representative. If SAML authentication is configured and enabled for the public site, the customer is presented with the Portal Login window. The customer must click Login and then provide credentials to authenticate with the identity provider.
The customer is then taken to the support portal page where they can submit their request for support. The customer's name and any custom fields that are configured, such as email, are automatically populated and are not editable.
A green check mark displays next to the customer's name in the representative console chat window to indicate the user is public portal authenticated.
Real-time chat is an optional integration. If real-time chat translation is installed and enabled, customers and representatives can chat in their preferred language. For example, a customer who prefers to chat in English can chat with a representative who prefers to chat in Dutch, with the chat traffic being automatically translated in real time.
If the issue submission survey is enabled, your customer is asked to select either a representative name or a specific type of issue, depending upon the settings your administrator has configured. Your customer can also enter their name, company name, and a description of the problem. Your administrator optionally might include a Company Code field to help with issue tracking.
Based on the method of session initiation, your customer is placed either in the selected representative’s support queue or in the support queue for the team assigned to handle the selected issue.
For Apple iOS device customers, the iOS-configured support portal is a secure repository of public and private profiles uploaded in the /login interface. Private profiles are only accessible if the representative has generated an iOS access key.
If any customer notices are active for this site, they are displayed in the Important Message section. Notices can alert customers to broadly impacting IT outages for which no support may be needed at this time, thereby eliminating the need for the customer to join a support session unnecessarily.
If a schedule is set for this public site and the current time is outside of the scheduled business hours, session start methods other than session keys are removed from the site, and a portal closed message displays.
For more information, see the following:
This feature is enabled from the Screen Sharing tab of a support session in the representative console. For more information, see Screen share.
Automatic log on credentials
You can prompt your customer to enter a valid username and password which will allow you to reboot the remote computer and automatically log back into the system without having to know their credentials or requiring them to be present. Follow the steps below to use the automatic log on credentials feature:
- To perform this function, your administrator must have enabled the /login security option to Allow Reboot with Cached Login Credentials.
- Before you can use this feature, you must elevate the support session and start screen sharing.
- The credentials are stored by the OS and not by BeyondTrust. A secure function native to Windows accomplishes this. At no time are the credentials exposed on the network in any form. This functionality is available for Windows OS only and cannot be performed on remote systems running a Mac OS.
- Click on the Power Control Special Action from the menu.
- Select Request Automatic Login Credentials.
- The user should enter their credentials into the prompt.
- Once done, the Power Control Special Actions menu text changes from Request Automatic Login Credentials to Clear Automatic Login Credentials.
- Upon the next reboot, the system will log in with the credentials entered by the user.
Show my screen
When you share your screen with your customer during a support session, you are able to see either your entire desktop or only those applications you have chosen to present. You can continue chatting with your customer throughout.
To enlarge the screen viewing area, your customer can hide the side chat bar by clicking the show/hide arrow on the chat bar. If your customer receives a message while the chat bar is hidden, the show/hide arrow flashes orange.
You can also choose to view your screen at 8 bits for the fastest performance, 16 bits for a medium quality of image and performance, or 32 bits for the highest image resolution. You can also choose to share mouse and keyboard control with your remote customer.
The Linux customer client does not support control of the representative's screen.
Support Button
If you have installed a Support Button on the customer’s computer, that button appears as a desktop or menu shortcut on their computer. If the Support Button has been customized, it appears on your customer’s computer with a custom image and title.
Clicking this button opens a dialog prompting the customer to start a session. If this button has been configured to start a session with a specified representative or team, the customer can begin a session by clicking the Connect button.
Alternatively, the customer can enter a session key or describe their issue. When entering a session key, the customer connects with whichever representative generated the key, regardless of whether the representative is associated with that Support Button or not.
A Support Button cannot be deployed from a session that was started from a SAML authenticated public portal and a Support Button cannot be used to start a session with a public portal that requires SAML authentication.
If any customer notices are active for the public site this Support Button is associated with, those messages are displayed at the top. Notices can alert customers to broadly impacting IT outages for which no support may be needed at this time, thereby eliminating the need for the customer to join a support session.
If a schedule is set for this public site and the current time is outside of the scheduled business hours, session start methods other than session keys are removed from the Support Button, and a portal closed message displays.
If you have embedded a Support Button in an external application, that Support Button appears as a link in the title bar of the application. Clicking this link may open the dialog for all of the session start options, may open the issue submission survey with an issue pre-selected, or may send your customer directly into a team queue with an issue pre-selected.
Customer exit survey
After the session is complete and if a Jump Client is not installed for later access, your customer will be notified that you can no longer see or access their computer and that BeyondTrust has been completely uninstalled.
If your administrator has enabled an exit survey, your customer will then be directed to a survey asking them to rate the session experience. Your administrator can fully customize this survey from the administrative interface and review the answers later from the session reports.
Alternatively, if your administrator has set up a post-session redirect URL, a browser window will open on your customer’s computer, taking them to the specified site.
Updated about 1 month ago
