Edit View & Control Settings for Remote Support Sessions

The 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.

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.

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.

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.

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.

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.