Support session
Chat with the customer
During a support session, the customer and representative can chat. The chat window records not only the messages and the time they were sent; it also serves as a running log of everything that happens throughout the session.
Screen share to view the iOS device
Support your customer's Apple mobile devices through view-only screen sharing from your Windows, Mac, or Linux representative console.
Configure the iOS device for screen sharing
iOS mobile devices can share or broadcast their screen to other applications, such as the BeyondTrust customer client app. However, before a user can start screen sharing from their device, they must configure their device to use this functionality.
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From the iOS device, go to Settings > Control Center.
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Scroll down to the More Controls section and tap + by the Screen Recording option. Screen Recording will then appear under the Include section. At this point, the iOS device can begin broadcasting its screen to other applications.
Start screen sharing with the BeyondTrust Remote Support customer client from an iOS device
Once a user has screen sharing enabled on their iOS device, they can use this functionality to share their screen with a helpdesk representative. This allows the representative to view the user's screen in real time to better troubleshoot issues being experienced with iOS applications or the mobile device itself. To start screen sharing with a representative from the BeyondTrust Remote Support customer client, follow the steps below.
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Open the BeyondTrust Remote Support Customer Client app on the iOS device.
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Enter the site name and session key provided by the representative. Tap Submit.
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Once the representative accepts the session, the chat dialog appears.
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Press the Screen Recording icon.
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Then tap Start Broadcast. A countdown appears, indicating when broadcasting will begin.
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Once screen sharing is in progress, a red bar appears at the top of the screen. As long as the red bar is present, the iOS user's screen is being shared with the BeyondTrust support representative.
While screen sharing, the user can navigate in and out of applications, and the representative sees everything on the device's screen from the rep console.
During the broadcast, the rep and user can continue to chat. The user receives chat popups from the rep at the top of the screen, and to respond, they simply tap the popup to begin typing their response.
Whenever the user wishes to end their screen broadcast, they tap the red bar and tap Stop on the Screen Broadcasting prompt.
Important
- While screen sharing, make sure to keep the BeyondTrust Remote Support customer client running on the iOS device to access chat.
- After screen sharing has been stopped, the user should immediately return to the customer client to continue receiving assistance.
Camera share to stream video
Note
This feature is available only for Apple iOS 8.2+. Augmented Reality Annotations require iOS 11+ and Apple's A9 processor.
From the Camera tab, the customer can use their mobile device with VP9 technology to stream live video to the representative. Sharing live video footage of a desktop, device, appliance, kiosk, etc. while an issue is taking place gives the representative an additional way to assist the customer in finding a resolution to their problem.
To view the customer's live stream, the representative must first be screen sharing with the customer's device. Then, the customer must select the Camera tab in the customer client app. It is not possible for the representative to switch between tabs within the iOS customer client app.
When the customer's screen appears in the representative console, the representative can select the video quality from the Select Quality dropdown.
Note
For best results, use the More Colors or Full Color quality options.
While streaming, the customer can use native iOS camera controls to enhance the screen sharing experience. The customer can:
- Switch between the front and rear cameras by tapping the Camera icon in the top right corner of the screen.
- Turn on the camera's LED flash using the Flash icon in the top right corner of the screen.
- Use pinch gestures to initiate the camera's zoom feature. Once zoom is initiated, a slider bar appears and may also be used to adjust zoom level.
While viewing the footage, the representative can make annotations on a frame using the Annotations dropdown from the representative console. When the representative makes an annotation, the frame freezes, allowing the customer to view the annotation and take any necessary action. Once the representative clicks on the Clear option from the Annotations dropdown, the video begins streaming again.
Note
Annotations are not available in the web rep console or the mobile rep console.
View photos on the camera roll
From the Photos tab, the customer can allow the representative to view images on the device's camera roll. Sharing captured screenshots of the device can help customers and representatives better understand and resolve issues.
To share an image, the customer must select the Photos tab in the BeyondTrust customer client app and then select a photo to share with the representative. While the customer is selecting an image, the representative will receive an "Unable to grab the remote screen image" message. This prevents the representative from seeing thumbnails of images the customer does not specifically choose to share.
The customer must select the tab, as it is not possible for the representative to switch between tabs within the iOS BeyondTrust customer client app.
File transfer to share files with the iOS device
The iOS customer client includes a built-in file system which the representative can access from the File Transfer tab of the representative console. The representative can upload files to the remote device or download files that already exist in the customer client file system.
The customer can view the file list from the Files tab of the customer client. The customer must select the tab, as it is not possible for the representative to switch between tabs within the iOS customer client app.
To view a file, the customer can tap a filename.
Note
If the customer wishes to view these files independently from a support session, they can open the customer client app and tap the View Files section.
Swiping a filename reveals the Delete button; the customer can tap Delete to remove the file from the customer client file system.
The customer can also share files with the representative from the iCloud Drive or any other document storage provider available on their mobile device.
By tapping on the cloud icon in the top right corner, the customer can access files from the drive and tap on any filename to upload it to the Files section.
If the customer wishes to access other providers, such as Dropbox or OneDrive, they can tap on the Locations option in the top left corner of the iCloud Drive and receive a full list of all available providers.
By tapping on a provider's name, the customer can view all of the files that are being stored by that provider and can tap on any file to upload it to the Files section.
View system information
The representative may view a complete snapshot of the remote iOS device's system information to speed time to diagnosis and issue resolution.
End the support session
The customer can terminate the session by tapping the red X. This will prompt the user to confirm that they want to end the support session.
When the session is ended by either the customer or the representative, an alert notifies the customer that the representative can no longer access their device. The BeyondTrust iOS customer client does remain installed after the termination of a support session so that if the customer needs support at a later time, the app does not need to be reinstalled.
Updated 5 days ago