Representatives

Who are representatives?

Representatives are people, typically in your support organization, who actively aid users via Remote Support. A representative consumes one license.

What are "extended availability" representatives?

If extended availability mode is enabled in your Remote Support instance, your representatives can enable it on their accounts so they can share sessions even when they are not using the Desktop Representative Console.

📘

Note

Enabling extended availability mode consumes an additional license.

What is the Representatives page?

Use the Representatives page to view a snapshot of all signed-in representatives within Remote Support.

How is it useful to my organization?

You can view who's in a support session, a representative's license type and license pool, send your representatives a message, and terminate a representative's access to the Remote Support console.

How do I access the Representatives page?

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Status.
   The Information page opens and displays by default.
3. At the top of the page, click Representatives.
   The Representatives page displays.

View your logged-in representatives

A list of representatives displays in the Logged in Representatives section, where you can view:

1. Display Name: The name shown to the user receiving help in a support session.
2. Username: The representative's name they use to sign in to Remote Support.
3. In Support Session: Yes if the representative is currently in an active Remote Support session; No if the representative is not in an active Remote Support session.
4. License type: The license assigned to the representative.
5. Logged in since: The date and time stamp of the representative's latest log in.

View your extended availability representatives

Representatives who enabled extended availability mode can share sessions even when they are not using the Desktop Representative Console.

In the list of representatives who have enabled their extended availability mode displays in the Extended Availability Representatives section, view the representative's:

1. Display Name: The name shown to the user receiving help in a support session.
2. Username: The representative's name they use to sign in to Remote Support.
3. License type: The license assigned to the representative.
4. License pool The license pool from which the extended availability license is pulling.

Disable a representative's extended availability

Disabling an extended availability mode from a representative means they can no longer share sessions even when they are not using the Desktop Representative Console. Their extended availability license is released back into the license pool, and can then be consumed by a different representative.

1. In the Extended Availability Representatives section, locate the representative you want to disable from extended availability.
2. Click Disable.
   A confirmation message displays.
3. Click Yes.
   The representative's extended availability is disabled and the license is released back into the license pool.

Terminate a representative's connection to the Remote Support console

1. Locate the representative's name in the Logged in Representatives section.
2. Click Terminate.
   A confirmation message displays.
3. Click Yes.
   The representative is immediately signed out from the Remote Support console. If they were in a session, the session terminates immediately.

Send a message to logged-in representatives

1. In the Send Message to Representatives section, enter up to 256 characters.
2. Click Send.
   The message sends immediately, and representatives receive a pop-up message in the Remote Support console.