Starting a Beyond Trust (Bomgar) Session as a Customer

 Objective

When you want to speak with the Help Desk over Beyond Trust (Bomgar) and have not been given a session key or email link, you may enter the general queue using the Issue Submission Form.

 Audience

  • Students
  • Faculty
  • Staff
  • Guests

 Environment  

Beyond Trust (Bomgar) Chat

 Procedure

  1. Navigate to https://help.ksu.edu/

  2. Enter requested information if possible:

    • Issue
    • Name
    • Company name
    • Description of issue

  3. Click Submit.

  4. You will be taken to a screen asking you to download a file.  Save the file and run it.

    • In Microsoft Edge, click on the file in the top-right corner of the window under the arrow.
       
    • In Mozilla Firefox, click on the arrow in the top-right corner of the window and select the file.
       
    • In Google Chrome, the file will appear in a list across the bottom of the window.  Click on the file to run it.
       
    • In macOS Safari, click on the download arrow in the top-right of the window and select the file.

  5. You will see this loading screen for a moment, and then a consultant should connect with you.

  6. If the consultant needs full access to your computer, you will be prompted to allow or deny their request.

    Note: To grant the consultant full access, please click Allow.


     
  7. After the session ends, the client will automatically remove itself from your computer.
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