SupportThe Mikogo software is used for online meetings, presentations, trainings and more, making it a powerful all-in-one tool for online collaboration. The remote control functionality is one of the things that makes the software so practical and helpful for those looking to give or receive IT support. Today we want to highlight how you can instantly view and control the computer of a support client, saving you time and faciliating the process of a remote support session.

There are a few ways to do this, the best being to use the Mikogo Profile Manager. If you don’t have one, register for a free account to access the Profile Manager. Then simply follow these steps below to create a new custom Support Profile and you’ll be on your way to remote support in no time.

So, you want to give remote support?

Step 1)
Firstly, after you have registered an account and received your account details log into the software under “Account Information” – the second button from the right in the main menu.

Mikogo Account Information

Create a Profile for Remote Support

Step 2)
Once that is complete, click on the icon with two blue check marks to open the Profile Manager. Once in the Profile Manager, you will see a plus sign located in the bottom left-hand corner of the Mikogo interface, which you can click on to start creating a new profile.

Profile Manager

Step 3)
At this point, you will be shown a screen that will allow you to set the options for your support profile. Firstly, you will need to choose a profile name to save your new profile and settings under – you can see below that I chose “Remote Assistance”. Once you have done that, switch to the Features tab and go down to the sub-section labelled “Initial Viewing Direction”. As your intention with this profile is to assist others remotely, you will want to select the “View & Control” option. Now click the “Save” button to store your settings and your new profile.

Remote Assistance

Step 4)
When you return to the Profile Manager, it will look like the screenshot below. These changes will automatically be saved and can be accessed/edited in the Profile Manager.

Mikogo Remote Support

Starting a Remote Support Session

You can see the “Remote Assistance” option appears in the drop-down menu when you’re about to start a session. Select your custom profile and click the Start Session button to host a session with your custom profile settings.
The session will start and you will receive a Session ID as normal. But this time when your participant joins your session, you will instantly view and control their screen – the quickest and easiest way to get a participant into a remote support session. No longer do you need to switch presenter and request control rights.

Start remote assistance

As a registered user, you are awarded a variety of performance controls. The ability to provide remote support via your own custom-built profile is just one of the many possibilities. The above step-by-step guide on how to create and edit such a custom profile for providing remote support will hopefully resolve any queries you had with the process.