Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
We already talked about earlier about the Push to Start session option. Again, quick recap, you click actions on the support rep client side, you click actions, push to start a session. It'll ask you number - step No. 2 there, it'll ask you for a computer IP address. You can - excuse me - enter that third or you can browse through a list of all your computers you can find on your network. It'll then prompt you with the username and password dialog box. You click next and you're connected to that system. It's about, you know, the whole process takes less than 30 seconds if you know what system you want to connect to and it's on your LAN or WAN. Again, if it's over the internet you just direct them to remote.companyname.com, whatever DNS name you've chosen to use for that.

Keep jumping here through things. You can push URLs through the remote system. It's a great way of actually triggering the remote user's browser. The end user's browser will actually open to the web page you specify. You can do that if you're in just chat mode or if you're in full-screen mode with a - excuse me - even if you're in a remote control session you have the capability of doing that.

Another thing you can do; I'll cover this real quick. A tech support rep can enter notes about a session on the summary tab in a remote control session. So, they're in a session, they're, you know - and, if you want - the tech support rep wants to include notes like, "Hey, I was on the phone with this customer. They think the problem's our problem but it's really not. Here's the reason. Here's the link to the knowledge-based article." If they want to include information that the person viewing the reports will be able to see, they can do that on the notes section of the summary page in the tech support rep/client.