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Start a Bomgar Support Session via Session Key

This article applies to: Bomgar

Have you gone over the material covered on our What to Say Before You Begin a Session article with the end user? It is important that the end user is comfortable with the notion of remote access before you begin.

This page assumes you and the user have decided to begin the support session by using a Session Key. 

  1. Run the Representative Console on your computer, logging in with your NetID and password.
  2. Ask the user to browse to
    where they should see a a page with "Welcome to Cornell's Remote Assistance Service" across the top. Ask them to read over the material there. Give them a chance to ask any questions about the process. Remember, this is going to be a new and potentially scary thing for some people.
  3. In your Representative Console, click Start.
  4. Under Share Session Key, click Generated Session Key.

  5. Give the user the Session Key (verbally or via email or whatever you prefer) and have them enter it on the web page and click Submit.
  6. Click Finished on the Start Support Session dialog box.
  7. Since the download and installation of the app differs slightly depending on their operating system and their browser, ask them to describe what they see and walk them through the process up to the point where they see the chat window. Say something like this:
    "You should see a small window with a bright orange bar with the word "Bomgar" in it. That's our chat window. Whenever I need your permission to do something, you'll see choices in the chat window to Allow or Refuse. You'll also see a "Stop Sharing" link. If you click that, our session will immediately stop and the application you downloaded will be automatically removed from your computer."
  8. Double-click on their session. Your window will now display the diagnostic tools you can use during the support session. The end user's chat window will now show that you have begun chatting with them. 
  9. Tell the user that the first thing you're going to do is ask permission to share their screen and access to their mouse and keyboard.  
  10. Click the first icon on the Screen Sharing tab and ask if they see the prompt in their chat window, asking for permission. They should choose Allow.

Before you go any further with your support session, say something like:

"So you can see that I can move your mouse, and if you go ahead and move your mouse, you'll see that you still have control over it as well. For the most part, I'm going to ask that you not use your mouse or keyboard during our session, unless I ask you to do something specifically. I've had people try to check their email while I'm working, not realizing that what they do interrupts what I do..."

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Last updated: 

Tuesday, January 28, 2020 - 9:43am

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