What's New in Bomgar 13.1

Transcription

1 What's New in Bomgar 13.1

2 TABLE OF CONTENTS Updates for Support Administrators 3 Access to All Jump Clients in the System 4 Appliance Integration with Dell KACE 5 Canned Message Management 6 Embedded Remote App Support for Android and ios 7 Group Policy Usability Enhancements 8 ios Enterprise App Store Support 9 Persistent Queue 10 Show My Screen Recording 11 Updates for Support Representatives 12 Customer Client Splash Screen 13 Enhanced Android Support 14 File Transfer Enhancements 15 Jump To Enhancements: Virtual Smart Card Support 16 Presentation Enhancements 17 Private Display Names 18 Prompting per Jump Client 19 Representative Console User Interface Enhancements 20 CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 Updates for Support Administrators Bomgar 13.1 contains the following updates for Bomgar administration. Access to All Jump Clients in the System Feature Standard Enterprise Better segment Jump Clients while still giving some representatives access to all Jump Clients in the system, without requiring those representatives also to have the ability to modify Jump Clients. Appliance Integration with Dell KACE Configure and send outbound events when a support session ends, ing session details to update help desk tickets on a KACE K1000 Systems Management Appliance. Canned Message Management Continue to empower a web-based support service desk via improved chat capabilities. Enhanced canned message management now allows for more organized and consistent customer communication. Organize messages according to categories, make messages available across teams, and search for messages from within the chat interface. Embedded Remote App Support for Android and ios Using the new Bomgar Software Development Kits for ios and Android, app developers can embed Bomgar's remote support technology in your ios and Android applications. This allows you to support your mobile applications remotely by offering in-app remote screen viewing, custom special actions, custom system information, and file transfer to help resolve application or training issues your users are experiencing. Group Policy Usability Enhancements More easily manage a user's group policy memberships. A user account lists the policies to which that user belongs, and a support team lists group policies which assign users to that team. ios Enterprise App Store Support Enterprise mobile devices can now have access to the Bomgar ios representative console via your organization s Enterprise App Store. Persistent Queue Allow queues to be available for customer sessions to start even when no representatives are available. This provides additional flexibility for custom session routing management using the API. Show My Screen Recording Recordings are now available when Show My Screen session activity is used during a support session. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 ACCESS TO ALL JUMP CLIENTS IN THE SYSTEM Better segment Jump Clients while still giving some representatives access to all Jump Clients in the system, without requiring those representatives also to have the ability to modify Jump Clients. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 APPLIANCE INTEGRATION WITH DELL KACE Configure and send outbound events when a support session ends, ing session details to update help desk tickets on a KACE K1000 Systems Management Appliance. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 CANNED MESSAGE MANAGEMENT Continue to empower a web-based support service desk via improved chat capabilities. Enhanced canned message management now allows for more organized and consistent customer communication. Organize messages according to categories, make messages available across teams, and search for messages from within the chat interface. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 EMBEDDED REMOTE APP SUPPORT FOR ANDROID AND IOS Using the new Bomgar Software Development Kits for ios and Android, app developers can embed Bomgar's remote support technology in your ios and Android applications. This allows you to support your mobile applications remotely by offering in-app remote screen viewing, custom special actions, custom system information, and file transfer to help resolve application or training issues your users are experiencing. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 GROUP POLICY USABILITY ENHANCEMENTS More easily manage a user's group policy memberships. A user account lists the policies to which that user belongs, and a support team lists group policies which assign users to that team. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 IOS ENTERPRISE APP STORE SUPPORT Enterprise mobile devices can now have access to the Bomgar ios representative console via your organization s Enterprise App Store. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 PERSISTENT QUEUE Allow queues to be available for customer sessions to start even when no representatives are available. This provides additional flexibility for custom session routing management using the API. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 10

11 SHOW MY SCREEN RECORDING Recordings are now available when Show My Screen session activity is used during a support session. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 11

12 Updates for Support Representatives Bomgar 13.1 contains the following updates for support representatives using Bomgar. Customer Client Splash Screen Feature Standard Enterprise The process of starting a session is easier and cleaner, with a small window appearing on the customer's system to reassure them that the session start process is moving along successfully. A notification also appears when elevating the customer client from user mode to service mode. Enhanced Android Support Support remote Android devices in-depth. A built-in web browser allows for co-browsing, and Android 4.0+ devices can share screenshots with the representative. File Transfer Enhancements Perform more actions from the file transfer interface, such as deleting files and folders, renaming files and folders, and viewing the network path of a mapped drive on the remote system. Jump To Enhancements: Virtual Smart Card Support Jumping on a local network has been improved. The client-side smart card driver can be installed when Jumping to a remote system. Presentation Enhancements Give presentations more easily, with a streamlined presentation-only interface. The number of attendees allowed has increased, and attendees can join a presentation more easily, with a Flash interface eliminating the need to download a software client. Private Display Names Protect representatives' privacy by allowing them to set two display names one for internal use and one for external use. Prompting per Jump Client Granularly control whether each Jump Client should follow the representative's setting to prompt for permissions or never to prompt. For example, disable prompting for a Jump Client on a server, while maintaining stricter privacy compliance on attended systems by requiring an answer to a prompt. Representative Console User Interface Enhancements A new home screen layout improves visibility across all of your teams, and other improvements throughout the interface provide a smooth, consistent experience. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 12

13 CUSTOMER CLIENT SPLASH SCREEN The process of starting a session is easier and cleaner, with a small window appearing on the customer's system to reassure them that the session start process is moving along successfully. A notification also appears when elevating the customer client from user mode to service mode. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 13

14 ENHANCED ANDROID SUPPORT Support remote Android devices in-depth. A built-in web browser allows for co-browsing, and Android 4.0+ devices can share screenshots with the representative. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 14

15 FILE TRANSFER ENHANCEMENTS Perform more actions from the file transfer interface, such as deleting files and folders, renaming files and folders, and viewing the network path of a mapped drive on the remote system. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 15

16 JUMP TO ENHANCEMENTS: VIRTUAL SMART CARD SUPPORT Jumping on a local network has been improved. The client-side smart card driver can be installed when Jumping to a remote system. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 16

17 PRESENTATION ENHANCEMENTS Give presentations more easily, with a streamlined presentation-only interface. The number of attendees allowed has increased, and attendees can join a presentation more easily, with a Flash interface eliminating the need to download a software client. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 17

18 PRIVATE DISPLAY NAMES Protect representatives' privacy by allowing them to set two display names one for internal use and one for external use. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 18

19 PROMPTING PER JUMP CLIENT Granularly control whether each Jump Client should follow the representative's setting to prompt for permissions or never to prompt. For example, disable prompting for a Jump Client on a server, while maintaining stricter privacy compliance on attended systems by requiring an answer to a prompt. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 19

20 REPRESENTATIVE CONSOLE USER INTERFACE ENHANCEMENTS A new home screen layout improves visibility across all of your teams, and other improvements throughout the interface provide a smooth, consistent experience. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 20