Version: 15.1 | 14.2/14.3

Public Portals

Public Sites: Customize the Support Portal

Public Portals > Presentation

Public Portals :: Public Sites

Configure one or more public sites for your Bomgar Appliance. A public site is a web site where your customers can start a session and through which all session traffic will be directed.

Add New Site, Edit, Delete

Create a new object, modify an existing object, or remove an existing object.

Public Site :: Add or Edit

Name

Create a unique name to help identify this object. This name helps you determine the public portal through which a customer entered. The default site name cannot be changed.

Site Addresses

Each site must have at least one DNS or IP address that resolves to your Bomgar Appliance. Multiple hostnames can direct to one site, but one hostname cannot be used for multiple sites.

Default Bomgar Button Profile

Choose which Bomgar Button profile to use for this public site, either the default profile or a customized profile. The button profiles are configured from the Configuration > Bomgar Buttons page.

Public Template

Configure the page design and layout by selecting a public web template, configured from the Public Portals > HTML Templates page.

Display Customer Notices

You can opt to display customer notices on the public site. If this option is selected, the notices are displayed on the public portal, warning customers of potential problems they may be experiencing and for which no support may be needed at this time. This way customers never enter the support queue, thus allowing representatives to dedicate their attention to customers who need assistance. Customer notices are configured on the Public Portals > Customer Notices page.

Note: The same customer notice can be used across several sites, or on a custom portal. The XML for the public portal contains a section where all current notifications are shown. This ensures that messages are always in sync across several sites.

Use Representative List

The representative list displays the names of all logged-in representatives, sorted according to display number. When a customer clicks a name and runs the customer client, a session immediately appears in that representative’s personal queue.

Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the public site and the API, enabled for the API but hidden on the public site, or disabled.

Note: A representative giving a presentation will by default be removed from the representative list, although this exclusion from the representative list can be overridden by selecting Showing on Representative List from the representative console.

Display Help Text

Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the default text, delete the text from the field and then save the blank field.

Start Session Using Click-To-Chat

Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full customer client.

Use Presentation List

The presentation list displays active presentations. For a presentation to be listed here, the representative must have started the presentation and selected to show the presentation on the public site. When a customer clicks a presentation name and runs the client, he or she will immediately join that presentation.

Display Help Text

Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the default text, delete the text from the field and then save the blank field.

Use Session Keys

You can generate a session key for a support session or presentation and give it to your customer beforehand, requesting him or her to submit it on your public site. Running the customer client from a session key places the customer in the queue with the representative who generated the key.

Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the public site and the API, enabled for the API but hidden on the public site, or disabled.

Display Help Text

Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the default text, delete the text from the field and then save the blank field.

Start Session Using Click-To-Chat

Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full customer client.

Prompt before downloading the Bomgar Support Customer Client

Checking the option to prompt the customer requires the remote user to confirm that he or she would like to start a support session or join a presentation before beginning the Bomgar client download. If this option is unchecked, the client download begins as soon as the customer submits the session key or follows the session key link.

Use Issue Submission Survey

Your customer can fill out an issue submission survey to request support.

Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the public site and the API, enabled for the API but hidden on the public site, or disabled.

If you set the survey to display common issues, your customer can select the type of problem he or she is experiencing. Then he or she will be placed in queue for the team that owns the selected issue.

If you set the survey to list available representatives, your customer will be placed in the selected representative’s personal queue. Note that all representatives are displayed, regardless of team membership.

Display Issues for All Teams

Select Display Issues for All Teams to list all configured issues, or select the teams whose issues you want to display on this site.

Display Company Code on the Issue Submission Survey

Display a company code field, which can be helpful with issue tracking.

Display Help Text

Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the default text, delete the text from the field and then save the blank field.

Start Session Using Click-To-Chat

Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full customer client.

Note: Another support session type is collaborative browser sharing, which allows your customer to click a link from a website to enable you to view and annotate only the remote web browser. Collaborative browser sharing must be configured using the Bomgar API. See the API Programmer's Guide for detailed instructions.

Enable Post-Session Landing Page

Choose per site whether to display a customer exit survey on the Bomgar landing page, to redirect your customer to an external URL, or not to send your customer to any landing page.

Displayed Questions

If you enable the Bomgar landing page, select which questions should appear in this site's survey. Questions are configured on the Public Portals > Exit Surveys page.

Enable Customers to Download Chat Transcript and/or Session Recording

If you enable the Bomgar landing page, you also may choose to provide the customer with a link to download the chat transcript and/or the video recording of the session.

External Landing URL

If you enable a custom landing page, set the external landing URL to which customers should be directed after a support session.

Enable Representative Survey

You can choose to display a representative survey. The survey will display when a session is completed. It is also possible to allow the representative access to the survey during a session. This option allows administrators to use the survey to create detailed workflows containing external web links with resources, as well as to ensure that representatives record specific information or follow a preset number of support steps.The option to display the survey during a session is configured on the Public Portals > Exit Surveys page.

Displayed Questions

If you enable a representative survey, select which questions to display. Questions are configured on the Public Portals > Exit Surveys page.