For the most part, I'm going to ask that you not use your mouse or keyboard during our session, unless I ask you to do something specifically. "So you can see that I can move your mouse, and if you go ahead and move your mouse, you'll see that you still have control over it as well. They should choose Allow.īefore you go any further with your support session, say something like: Tell the user that the first thing you're going to do is ask permission to share their screen and access to their mouse and keyboard.Ĭlick the first icon on the Screen Sharing tab and ask if they see the prompt in their chat window, asking for permission. Your window will now display the diagnostic tools you can use during the support session. The end user's chat window will now show that you have begun chatting with them. If you click that, our session will immediately stop and the application you downloaded will be automatically removed from your computer." Whenever I need your permission to do something, you'll see choices it the chat window to Allow or Refuse. From the Session Key window, you will be able to set an expiration time on the key, if the client is not currently at their computer. What to Say After the Bomgar Session Either the TSP or the end user can end a Bomgar support session. This will generate a one-time key for the client to input on their end. This page assumes that the user's computer has the Jump Client installed you can see their computer listed in the Representative Console under All Jump Clients. For information about Jump Client settings, please see Configure Jump Client Settings. The entry is automatically marked uninstalled or deleted, depending on your Jump Client Settings. This will leave an entry in the Representative Console interface. "You should see a small window with a bright orange bar with the word "Bomgar" in it. Login to Bomgar Representative Console and select the Session Key radio button. Jump Clients can be removed from a device using a script. Say to the user something like the following: Run the Representative Console on your computer, logging in with your NetID and password.ĭouble-click on the user's entry under All Jump Clients. This app works with existing Bomgar installations, version 17.1.1 and support sites with trusted CA-signed certificates.
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Notes: Bomgar Jump Client runs on devices with an official Android operating system, 4.0.3 or above. Have you gone over the material covered in our What to Say Before You Begin a Session article with the end user? It is important that the end user is comfortable with the notion of remote access before you begin. The Bomgar Jump Client app must be used in conjunction with the Bomgar Customer Client app to enable Unattended Android Access.
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