View a Running Application on Your Customer's Computer

With Webex Support you can view an application that is running on your customer's computer. Viewing a customer's application can be useful when you are advising them how to troubleshoot an issue or when you want to show them how to complete a process.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Application tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request View.

A message appears, informing you that your customer has received your request. Your customer must select OK in the message box that appears on their screen to grant you permission.

3

Select OK.

After your customer gives you permission to view their application, the Application View dialog box appears on your customer's computer.

4

Ask your customer to select the application that they want you to view from the Application View dialog box.

Control a customer's application

You can control a customer's application to assist with troubleshooting an issue or to show them how to complete a process.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Application tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request Control. A message appears, informing you that the customer has received your request.

Your customer must give you permission by selecting OK in the message box that appears on their screen.

3

Select OK.

After your customer gives you permission to control their application, the Application Control dialog box appears on your customer's computer.

4

Ask your customer to select the application that they want you to control.

The shared application appears in the sharing window on your computer.

5

Select the mouse button to get control of your customer's application.

Help Your Customer Share an Application

You can help your customer share an application if they have trouble doing so themselves.
1

Select Request View or Request Control in the Application section of the menu that appears once your customer has joined the session.

The Application View or Application Control dialog box on your customer's screen. The dialog box lists the applications that are running on your customer's computer.

2

Ask your customer to do one of the following:

  • If the application you want to view or control is running, ask your customer to select it in the list, and then click Share.

  • If the application you want to view or control is not running, ask your customer to select New Application. The New Application dialog box appears, showing a list of all applications on the computer. Ask your customer to select the application, and then click Share.

3

To stop sharing, ask your customer to go to the icon tray, the title bar of any open window, or the lower-right corner of the desktop.

  • On the icon tray, select Session > Stop Sharing.

  • In the title bar of any open window, select Sharing > Stop Sharing.

  • In the lower-right corner of the desktop, select Sharing > Stop Sharing.

Show an Application to Your Customer

You can allow your customer to view an application on your computer. Showing an application to your customer can be useful when you are troubleshooting an issue or when you want to show them how to complete a process.

1

Go to the CSR dashboard, icon tray, or the multisession window.

  • On the CSR dashboard, select the Application tab.

  • On the icon tray, select the Remote Control icon.

  • In the multisession window, select the Customer tab, and then select the Sharing tab.

2

Select Request Control.

A message appears, informing you that your customer has received your request. Your customer must grant permission to you by selecting OK in the message box that appears on their screen.

3

Select OK.

You'll see the Application View dialog box which lists the applications that are running on your computer.

4

Do one of the following:

  • If the application you want to share is running, select it in the list, and then click Share.

  • If the application you want to share is not running, click New Application. Select the application, and then click Share.

Share Multiple Applications With Your Customer

You can share more than one application with your customer simultaneously. Sharing multiple applications can be useful when aiding a customer requires you to use more than one application at the same time.

1

Go to the icon tray, multisession window, title bar of the application, or the lower-right corner of your desktop.

  • On the icon tray, or in the multisession window, click Session.

  • On the title bar of the application that you are currently sharing, select the Sharing menu.

  • In the lower-right corner of your desktop, click Sharing.

2

Click Select Application on the menu that appears.

You'll see the Application View dialog box that lists all the applications that are running on your computer.

3

Do one of the following:

  • If the application you want to share is running, select it in the list, and then select Share.

  • If the application you want to share is not already open, click New Application. Select the application you want to share in the New Application dialog box, and then click Share.

Give Control of Your Application to Your Customer

At any time during a support session, you can give control of an application to your customer. Giving a customer control over an application on your computer can be useful to allow your customer to use an application they don't have access to or to walk them through how to complete a process.

When you give your customer control over an application, they can open any files associated with it on your computer that aren't protected by a password.

1

Go to the CSR dashboard or the icon tray.

  • On the CSR dashboard, select the Application tab.

  • On the icon tray, select the Remote Control icon.

2

Select Share Control.

Your request appears in a message box on your customer's screen. Your customer must give you permission by selecting OK in the message box that appears on their screen.

3

Select OK.

  • If you are already showing an application to your customer, the customer can then click in the sharing window to gain control of the application.

  • If you are not showing an application to your customer, the Application Control dialog box appears, showing a list of all applications that are running on your computer.

4

Do one of the following:

  • If the application you want to share is running, select it in the list, and then select Share.

  • If the application you want to share is not running, select New Application. You'll see the Application View dialog box that lists the applications that are running on your computer. Select the application, and then select Share.

Even when you are already showing an application to your customer, you can give them control of it without stopping your current sharing session.