Steps:

The user in need of support would visit our live remote technical support page and fill out the form under the section titled “Issue Submission”.
The user should click the Submit button.
The user should Run/Open the client software that will be downloaded.
The user may need to approve a security prompt by clicking Run.
The user’s session should appear shortly in the Support Team Queue that is associated with the Issue that the user selected on the form.

Whoever will be giving the live remote technical support should Double-Click the session in the …

MCR and Bomgar – Changing the way we support our clients

MCR offers robust remote services and live technical support to our customers, and as times change, so do our support methods.
When I first started in the IT field, I had to rely upon telephone support for customers.  This was a very slow and ineffective solution, as it took way too much time on the customers end, and only had a success rate of 40%.
Over time, new technologies emerged, included PC Anywhere, windows terminal services, VNC and many others, and although …