We have two methods that are commonly used.
- Bomgar Remote Support
- Built in chat but good to offer user the option to talk on phone during call.
- Windows Quick Assist
- Built in chat is pretty bad so usually talk on phone during support. Could use Notepad as chat but very awkward.
- Not usable with macOS.
Bomgar
Technician Setup
- Download and install the technician client from https://remotesupport.syr.edu/login (sign in with NetID credentials)
- We have shared license, so when done exit client to free up license for others.
End User
- Direct end user to https://remotesupport.syr.edu and have them click on your name to start the process.
- Must have technician client running before they visit link or name will not appear.
Workflow
On Macs, don't elevate! You can elevate as needed while connected normally.
On Macs, Catalina/Big Sur security settings require whitelisting under Security > Accessibility panel.