We all know that having a Tech Support Department opened 24/7 is somewhat a Tech World Utopia. There are times of the week when, for whatever reason, one just cannot answer that one call. Today we’ll show you how to set weekly profiles for the hours when your Support Department is not taking any calls. 1. Click on “Management > Warnings > Weekly Profile” 2. Name the profile; choose the time period, the Time Zone and the days. 3. Write the URL that will be shown to the client and decide in which situations it will be presented. 4. Save the changes. 5. When executingRead More →

When managing a Support Department it is extremely important to analyze the client’s satisfaction in relation to the work performed by the technicians in order to understand the strengths and weaknesses of the remote support operation. BeAnywhere Support Express presents the possibility to create Surveys that can be directly sent to the clients, according to a variety of options that adapt to companies of all sizes. 1. Click on “Manage > Surveys” 2. Next on “Create New” 3. Choose your options a-la-carte Send To: – Clients (it will be sent to clients) – Technicians (it will be sent to technicians) Type: – Optional (the technicianRead More →

BeAnywhere integrates some APIs in the Administration Area, so that it is possible to automatize certain processes and tasks. This way, you can use the integrations to start support requests directly from your Website and or/ CRM. 1. Go to “Profile > Integration” 2. Website Integration – Personalized Support ButtonCreate a support button on your Webpage with a customized imagem. Just use the given piece of code to insert your image URL in the highlighted areas, as you can see in the image. 3. New Session API BeAnywhere Allows You to use this API to start new sessions without using the console. This way you’llRead More →

These last days have been hectic, with security breaches constantly making the news and vulnerabilities shooting out from everywhere. The last publicly reported vulnerability was discovered by Google and, as funny as it may sound, was named POODLE. This vulnerability concerns the SSLv3 encryption algorithm still broadly used throughout the Web, which allows an attacker to intercept and decode encrypted data exchanged between two parties. The outcome from such security vulnerability can result on the inadvertent access of online services (home banking, for example) or on the interception of privileged information exchanged during that one Web session. To those who share online content, it isRead More →

This week has been a fertile one tech wise, especially in what mobile devices are concerned. Both Google and Apple introduced new novelties, capable of leaving any tech aficionado mouthwatering (and broke)… Besides the new devices, Google also announced the new Android5, code name Lollipop. While Apple has followed a tendency to make thinner devices, like the new iPad Air 2 and the iMac with Retina screens, Google has followed the opposite path on their Nexus devices. For example, the Nexus 6 and the Nexus 9 are bigger than the Nexus 5 and Nexus 7, correspondently. We could extract an explanation based on the factRead More →

Support Express allows you to customize several Email template options. When sending the information to your customers, you may have all the elements you wish previously integrated in the email, allowing for the detailed and precise information sharing. On the Admin Area, click on “Profile” and “E-mail Templates”. 1. Installation Link (BeAnywhere Agent) When sending the installation link by e-mail to a customer, you’ll get the chance to configure the e-mail template you’re sending. Besides the installation link, you can add the name of the technician who sent the information automatically. For that just add the tag <#tech_name#> to the message’s body: 2. Support LinkRead More →

When talking about remote access sessions, security and restricted access – or the absence of it – flood tech departments every day: “How can I limit a tech’s access permissions based on the trust level that I believe he has or according to what is strictly necessary?”, “Can I manage granular and practically his/her power?” We’re sure you have asked your self these questions, acknowledging the huge responsibility associated with task delegation. Bear this in mind when walking through the steps that we provide you with below. BeAnywhere has – with a little help from our users – long acknowledged the importance of integrating granularRead More →

BeAnywhere Support Express underwent a few seasonal improvements in order to prefect some of the new introduced features acording to the feedback we have already received from the user community. Keep them coming and stay tuned to BA Labs to see if your recommendations have been applied in this remote support solution by our development team.1. More explicit copy when on queue Some techs felt like the copy visible to their clients when waiting for a tech to accept a session was indicating the clients that the applet might have crashed. We changed the phrasing to be less prone to errors: 2. Anti-fraud message isRead More →

Your computer is in the office “sleeping”, and now you need to close this month’s payments… No problem, BeAnywhere works that out for you: the new wake-On-Lan feature allows you to wake any computer remotely. For that, you’ll need one of your network’s computers to be connected to the Internet with all of BeAnywhere’s components updated. First, make sure that it meets these criteria: The Computer is connected to an energy source and has an Ethernet connection. The remote and local machines support Wake-On-Lan. 1- Update the Tech Console and Agent of the remote machines Latest Console Version https://download.beanywhere.com/corporate/techconsoledev.php?ucc=DEFAULTPROMOCODE   Agent Updater https://download.beanywhere.com/corporate/BAManagementBETAWebUpdater.exe  2 –Read More →

Security is always good. No one can argue against that, right? Well, the truth is that the veracity of this claim is undeniably tied up with other factors. For example, an animal may be perfectly secure inside a cage, but he is still in locked up in a cage. Another practical example of the relativity of this claim connects to what has happened in the last few years with a type of malware called ransomware (ransom software). This type of malicious software encrypts the computer disks’ content with a key only known to the kidnappers, forcing the user to pay (generally high amounts of money)Read More →