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The Live Chat service is only available during the hours of support listed on the bottom of this page.
In an effort to provide better service, the Technology Support Center (TSC) is now using a remote assistance application known as Bomgar. Bomgar simplifies support by letting our technicians remotely control computers and smart phones. With your permission, using Bomgar, our technicians can view what you see and control your computer for troubleshooting support. This application will improve our ability to decrease on-site visits, reduce phone support, and will assist the TSC in responding effectively to peaks in demand from our customers. The TSC will be able to resolve more incidents immediately as well as increase the number of issues we can resolve during our first point of contact with our clients.
For more information about Bomgar, please visit their website at www.bomgar.com.
As a member of the University community, you have several options for accessing the Bomgar application. You can enter a live chat session on many pages throughout the ITS Website by selecting the icon or banner labeled Live Chat. For direct remote assistance with an issue you can either contact the Technology Support Center by phone (419-372-0999), or use the issue submission section of our Bomgar powered technical support portal (techsupport.bgsu.edu). You may also be prompted by an ITS technician to open the technical support portal in order to enter a unique ‘session key’ to open a direct connection.
The Bomgar system uses a centralized and secure server system housed at BGSU to manage and audit all connections made to remote machines by our technicians. The software installed on your machine to enable the remote session is always unique to the session established and will be removed automatically on conclusion of the session. To further improve security, we are unable to use Bomgar’s live chat or remote assistance tool to communicate or view secure information, including but not limited to: passwords, social security numbers and credit card information. Please be sure that this type of information is not open on your screen when using remote assistance.