WeSupport is a Pro Application featured with WeGuard offers for remote device access and troubleshooting. It improves Mobile Device Management (MDM) by allowing administrators to troubleshoot, configure, and manage devices remotely. By reducing the need for physical access to devices, WeSupport ensures and helps organizations cut down on on-site visits, streamlining support processes and lowering costs.

Additionally, WeSupport enhances support with its Bidirectional Voice Call feature, allowing end users to communicate directly with administrators during troubleshooting, facilitating real-time explanations of issues.

Procedure to Initiate WeSupport

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• Login to the WeGuard Console. 

• Go to Devices, search, and select the Device.
  

• Navigate to the WESUPPORT tab and click on Connect to device.
  

• On the device, there will be a pop-up requesting your acceptance. Click on Accept.

• Subsequently, approve the screen-Recording or Casting prompt by clicking Start Now. 
  

• Once you accept the above requests, a Remote session will be initiated on the WeSupport tab in Device page allowing admins to access and troubleshoot the devices from afar.
  

Result: Admins will now be able to take the complete access of device from their desk or from anywhere and connect with end users via bi-directional voice call to speak with each other making the session more interactive and easing the troubleshooting process.

• Click on the call button to initiate the call.
  
• Green Button: Call will be only notified to the admins who are available and Do Not Disturb mode is disabled.
  
• Red Button: Calls will be notified to all the admins who are logged in at the moment despite of DND being turned on - Call will be notified to Admin with Red Text as shown in the figure.

                
             

• Click on the Accept button on the top right corner of the WeGuard console. 
  

• Once Admin Accepts the call, user will get the pop up on device to accept Casting Permissions. Click on Accept.
  

• It will redirect to WeSupport page and admin can access the device to troubleshoot and speak with the end user at the same time.
  

Result: WeSupport session is initiated by the end user to troubleshoot the device

How to use Annotations

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• While on the Live sessions enable Annotations by clicking on the symbols.
  

• When enabled, the admin and user can draw over the device screen making it easier to assist the users.

Note: When the admin enables the Annotation, they won’t be able to control the device, they has to toggle ON and the “ENABLE USER CONTROL” button.

Call Information

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On the WeGuard console, under the WeSupport tab, admin can view details such as caller device ID, attending admin, call start and end time, call duration, and the type of call (whether incoming or outgoing)

We hope this article was useful. Thank you for reading.

For more WeGuard insights, please explore the Visual Knowledge-base Series

For more details, please visit https://www.weguard.com

If you need any help on this, do call WeGuard Support at +1(737) 931-1410 Ext. 102 or contact WeGuard Support Email or Initiate Chat