iOS CLIENT USER GUIDE

With BeyondTrust, support representatives can help remote users of Apple iPhone, iPad, and iPod devices resolve issues and configure settings. With the iOS customer client app, the remote user can also chat with the representative, and share images from the camera roll. Additionally, the representative can transfer files to the remote device and view its system information.

BeyondTrust also provides a portal for distribution of Apple iOS configuration profiles. These profiles can be installed on iOS devices to efficiently load settings, implement security policies, and so forth. Profiles are maintained through the administrative interface and can be either public, available to anyone who can access the support portal, or private, requiring an access key provided by a privileged representative.

Web-based click-to-chat is also available on Apple iOS devices. Click-to-chat allows you to easily chat with your remote customer without requiring your customer to download or run the BeyondTrust customer client app. To use click-to-chat, the remote user must use a modern browser supported by BeyondTrust.

App developers can use the BeyondTrust Embedded Mobile App Support SDK to embed BeyondTrust's remote support technology into iOS applications. This allows you to support your mobile applications remotely by offering in-app remote screen viewing, custom special actions, custom system information, and file transfer to help resolve application or training issues your users are experiencing. The SDK is not covered in this document. If you develop your own apps and are interested in supporting those apps, contact BeyondTrust Technical Support.

What your customer sees: the iOS customer client

Customers on remote iPhones, iPads, and other iOS mobile devices interact with support reps primarily through the BeyondTrust iOS customer client.

They may also see prompts and messages in the context of the public site or support portal. This section details the customer-facing elements of a BeyondTrust remote support session on an iOS mobile device.

Click-to-chat

To support an iOS device, start a session using either the full customer client app or a web-based click-to-chat session. While using the full customer client app provides the most tools for support, click-to-chat has the advantage of not requiring the customer to download an app. A click-to-chat session can be elevated at any time to request the customer to download the app and grant further support permissions.

Use click-to-chat for web-based chat on an iOS 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 the Apple App Store to download the free BeyondTrust customer client app. The session then continues as detailed in the next section of this guide.

Download the iOS customer client app

The BeyondTrust customer client for iPhone, iPad, and iPod touch is available for free download from the Apple App Store. From the iOS device, the user should search the App Store for "BeyondTrust" and then install the customer client app.

See Supported Platforms for device versions that support the customer client app.

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Important

Your B Series Appliance must be equipped with a valid SSL certificate signed by a certificate authority. BeyondTrust does not support using self-signed certificates for iOS device support. Once you have applied a CA-signed SSL certificate to your B Series Appliance, contact BeyondTrust Technical Support. Your support representative will create a new software build that integrates your SSL certificate. With this updated build installed on your B Series Appliance, iOS devices can run the BeyondTrust customer client to receive remote support.

Start a support session

Users of iOS mobile devices benefit from access to your professional support team. BeyondTrust enables you to support iOS devices, and you may begin this type of iOS device support via a representative-initiated support invitation or from your BeyondTrust support portal.

Start a session through the support portal

1. To initiate a support session, the customer must navigate to your organization’s support portal e.g., 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 interface.
2. After a session start method has been chosen, the customer is presented with two options, Install App and Start Session. Note that the customer can also open the app by tapping on the Open option in the smart banner.
3. If the customer has the BeyondTrust Customer Client app installed on their iOS device, they may tap Start Session to begin the session. However, if the customer does not have the app installed, they should tap the Install App button. When tapped, the Apple Store opens, allowing them to download the BeyondTrust Customer Client app.

Enter a session key to start an Apple iOS support session

1. When the BeyondTrust Customer Client app is installed on the iOS device, the customer can use this app to begin a support session.
2. Upon accessing the app, the customer is prompted to enter their site address and session key. Both the address and the key are provided when the representative generates the session key from within the representative console. The representative can provide these values to the customer verbally, via email, or via SMS.
3. After tapping Submit, the connection is initiated. The customer may be prompted to accept an agreement and/or allow session information to be recorded 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 on the Install App or Start Session button.
3. If the customer has the BeyondTrust Customer Client app installed on their iOS device, they may tap Start Session to begin the session. However, if the customer does not have the app installed, they should tap the Install App button. When tapped, the Apple Store opens, allowing them to download the BeyondTrust Customer Client app.