Remote support service Bomgar (Firefox)

Helpdesk uses the Bomgar remote support software in the fixing of customers' IT problems and installation of software on customer computers.

Tabs

Detailed help

Accepting a remote connection

  • Go to the Bomgar Support Portal at https://support.helsinki.fi/
  • Enter the numerical code received from the helpdesk to the Session Key field and then choose Submit

  • Click Yes to accept the remote connection

  • Enter your name in the Chat window

  • Click Accept to accept the use of the Chat window

  • This opens a window offering the download of the file needed for the Bomgar remote access program. Click Save file.

  • If the above mentioned window does not open automatically, click the click here link on the page

  • Find a suitable location for the file and click Save

  • Open the folder in which you saved the file and double-click the file to open it. Click Run to accept the starting of the program.

  • The Chat window shows a request to accept the remote connection. You can ask the helpdesk for information on choosing the right option by, for example, typing your question in the Chat window.

  • Allow full access to your computer – you grant the helpdesk full access to use your computer
  • Allow only viewing – you allow the helpdesk to see the contents of your computer
  • Refuse request – you don't allow the remote connection
  • Once you have accepted the remote connection, the helpdesk employee is able to use your computer, install software on it or resolve problems.
  • You will be notified when the helpdesk terminates the remote connection.