G/On Help

G/On Help

G/On Help is an add on module available for G/On installations that provides G/On users with the ability to contact a company support function online – and get direct help on the computer they are working on. Whether the user needs help in using the actual application – or help regarding issues with the workstation.

With G/On Help, a remote user can request an online help session simply by pressing a “Help” menu item in the G/On menu. Once a user presses “Help” the G/On Help system will forward the request to available user support consultants, who in turn can accept the request.

There are two modes of operation. The support consultant can either work in a shared session mode or in a background mode where the support consultant can monitor certain system parameters while the user is working on the remote PC.

Shared Sessions

Once an online support request has been accepted by a support consultant, a support session to the user/workstation is established. During the support session, the support consultant can gain access to the workstation directly through a shared session – where both the user and support consultant can see the support session on the users screen as well as together use the mouse and keyboard. In this way the user can show how the system was being used when the problem arose and the support consultant can show the user corrective actions.

Background

In case of problems with the setup of the workstation - or for other problems with the workstation, the support consultant can work directly with the underlying resources of the user’s workstation. Including file system, Registry, Services, application logs etc.