Manage a support session

Navigate to the Advanced Session Options menu , and select Session to access features needed to manage your current support session.

• Send Survey – sends a customized survey to the customer during a support session. Set up and view your surveys in the Admin Area, under Management > Surveys. The survey opens in a new browser window of the remote computer.

View the survey answers in the Reports > Surveys section of the Administrative Area.

• Transfer/Share – transfers a session to another technician, or invite multiple technicians to the same session. For more information, refer to the Share and transfer support sessions section of the User Guide.
• Pause this Session – puts the session in the request queue to resume at a later time. If an Applet is terminated, the computer with the Agent shuts down, or is disconnected, the paused session is removed from the queue.
• Disconnect – ends the remote session without closing the viewer. You can disconnect and restart the session without requiring the user to insert another PIN Code.

What do you want to do?

• Use the Computer menu during a support session
• Use Remote Desktop Protocol, port forwarding, and send surveys
• Provide assistance to your customers

Reviewed: April 11th 2025 by Cale