Using BeyondTrust Chat and Remote Control Functionality

Contact iSupport Technical Support for information on configuring BeyondTrust Chat and Remote Control functionality.

iSupport integrates with BeyondTrust Software for remote desktop connection and chatting. (Note: BeyondTrust is a third party application; BeyondTrust software and licenses must be purchased through BeyondTrust.) The minimum BeyondTrust API version required is 1.4.2. Support representatives chat and access desktops remotely via the BeyondTrust Representative Console; the customer must download and run the BeyondTrust Support Customer Client in order to use the remote desktop functionality. The BeyondTrust Support Customer Client is installed only for the duration of the chat. If BeyondTrust Integration is configured, a new BeyondTrust Sessions tab will appear in the Incident screen for inclusion of chat information.

You can configure automatic creation of an incident when a new chat session starts, require end users to log in when using chat, and display a list of available support representatives to the user when an end user initiates a chat session. You can also configure automatic closure of incidents when a chat session has ended and/or a customer or support representative completes a survey.  You can include chat information in the Incident screen.

Initiating a Chat Session

A customer can initiate a chat session from the mySupport portal, or by accessing the BeyondTrust Support Portal via URL. After initiating a chat, a dialog will appear to the customer for downloading the necessary applications.

If BeyondTrust integration is configured, the New BeyondTrust Session icon will appear for saved records in the Incident screen. It will display the Generate Session Key dialog with options for giving the session key to the customer.

• Click on Email Link button to send the session key in an email; this email is configurable in the iSupport BeyondTrust Integration Basics screen.

  

• Click on Share Session Key to display the session key for informing the customer.

  

Using the BeyondTrust Representative Console

On the BeyondTrust Representative Console, the Chat icon on the General tab will flash if General Queue is selected by the customer via the Chat dialog on the mySupport portal or BeyondTrust Support Portal. You can click on the customer’s name to activate the session. If your name had been selected by the customer, the Chat icon would flash on the Personal tab.

From the BeyondTrust client you can use the Session Key button to send an email with the session key.

Use the text boxes on the right side of the BeyondTrust Representative Console to chat with the customer. Click the icon on the Screen Sharing tab to remotely access the customer’s screen  and start the screen sharing process.  The Start Screen Sharing dialog will appear; the support representative can click the gear icon to display the View Only and Customer Chooses Shared Applications options.

A request will appear on the BeyondTrust Support Customer Client. The customer’s screen will appear on the Screen Sharing tab on the BeyondTrust Representative Console. The System Info tab on the Representative Console includes information on the customer’s system. You can click the icon on the Screen Sharing tab to stop the screen sharing session.

The customer or support representative can end the active session by clicking the Close icon. A dialog will appear for the support representative to either end the session or hold it in their personal queue. When the session has ended, a verification dialog will appear to the customer and the Bomgar Support Customer Client uninstall process will begin after Yes is selected.

Completing Exit Surveys

A Customer Exit Survey will appear if customer exit surveys have been configured on the Exit Surveys screen on the BeyondTrust Public Portal. The Representative Exit Survey dialog will appear if representative exit surveys have been configured on the Exit Surveys screen on the BeyondTrust Public Portal.

Viewing Session Data in iSupport

If an incident has been created, the session can be automatically included in the BeyondTrust Sessions field in the Incident screen.

You can:

• Click the Add link to associate a previously saved session with an incident.

  

• Use the View Chat Logs link on the BeyondTrust Sessions tab to display  the chat as well as BeyondTrust system messages. You can select the Hide Bomgar System Messages checkbox to display only the text from the chat.
• Click on a session date/time in the Start Date column to display the details of the session. Use the Recordings menu to save, download, or display the session recording. When the file is initially saved, the file name will include the session ID, a hyphen, and screen resolution (example: lsid-xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx-1024x768.m4v).

  

  

• The Save option will save the file in the cSupport_Bomgar database.

• The Download option will display a dialog for opening or saving a local copy of the file. If the file has been previously saved, the file will be saved as "SessionRecording.flv".

  

• The View option will display the session Flash video file on the BeyondTrust Support Portal.