Start a Support Session with a BlackBerry® Smartphone

Bomgar enables you to support unmanaged BlackBerry® Smartphones on an ad hoc basis. There are two modes of initiating this type of BlackBerry® support:

  1. Customer-Initiated Support Requests
  2. Rep-Initiated Support Invitations

BlackBerry Bomgar Portal Zoom

Customer-Initiated Support Requests

Customers on BlackBerry® Smartphones may request support from you by completing one of the session initiation options on your support portal from their phone.

To begin, customers connect to your support site using the Internet Browser from their BlackBerry®. They can then start a support session by selecting a representative’s name, entering a session key, or submitting an issue, depending on the options available on your site.

 

BlackBerry Bomgar Button Download

When prompted, your customer should download the Bomgar customer client. It is not necessary to set application permissions, as the Bomgar client will attempt to set the appropriate permissions automatically. (However, if permissions are set manually, all of the permissions must be set to allow.)

If the Bomgar client needs to configure its permissions, the BlackBerry® Smartphone will alert the user that Bomgar Support is requesting changes to its application control permissions.

 

BlackBerry Bomgar Run

The user must click View to see the permissions. Once on the permissions screen, the user must press Escape and then Save when prompted. The screen displays may differ by device and operating system version; therefore this document does not depict them. 

When a second prompt appears, informing your customer that the application was successfully installed, he or she should click Run, and the support session will start.

Note: Bomgar Buttons for BlackBerry® Smartphones, available starting with Bomgar 10.5, are an option for recurring customer-initiated support requests. Bomgar Buttons may be installed during a support session or mass-deployed via email and BES.

 

Rep-Initiated Support Invitations

Session Key

Support representatives may invite customers on BlackBerry® Smartphones into support sessions. To do so, generate a session key and send the link to the customer either by SMS or by email. This link automatically prompts the customer to download the customer client.

 

BlackBerry Bomgar Button Download

Once the customer clicks the link, he or she will begin to download the Bomgar customer client. It is not necessary to set application permissions, as the Bomgar client will attempt to set the appropriate permissions automatically. (However, if permissions are set manually, all of the permissions must be set to allow.)

If the Bomgar client needs to configure its permissions, the BlackBerry® Smartphone will alert the user that the Bomgar support client is requesting changes to its application control permissions.

 

BlackBerry Bomgar Run

The user must click View to see the permissions. Once on the permissions screen, the user must press Escape and then Save when prompted. The screen displays may differ by device and operating system version; therefore this document does not depict them. 

When a second prompt appears, informing your customer that the application was successfully installed, he or she should click Run, and the support session will start.

Note: Bomgar Buttons for BlackBerry® Smartphones, available starting with Bomgar 10.5, are an option for recurring customer-initiated support requests. Bomgar Buttons may be installed during a support session or mass-deployed via email and BES.