Elevate the Session in the Web Rep Console
When a session starts in click-to-chat mode, only chat is available. If you wish to have access to more robust support features such as screen sharing, you must elevate the customer client.
Similarly, if the downloaded customer client is running in user mode, you may not have the depth of access you need. You can elevate the customer client to run with administrative rights, as a system service. Elevating the customer client enables switching user accounts, deploying Jump Clients in service mode, and controlling protected windows and UAC dialog boxes. Elevation does not change the user context of the active user and is not the same as logging out the active user and logging back in as an administrator.
To elevate from a click-to-chat session to the full customer client, click the Run Full Customer Client button in the center of the screen or the Elevate button at the top of the session window.
The customer is prompted to download and run the full customer client.
To elevate the customer client to have administrative privileges, click the Elevate button at the top of the session window. A prompt for administrative credentials appears.
To request the customer to provide administrative credentials for their computer, select Prompt Customer and then click OK.
Alternatively, if you possess administrative credentials to the remote computer, select Specific User to supply an administrative username and password, yourself. Then click OK.