Ticket Event Emails

KACE can be configured to automatically send Bomgar session links to end-users when tickets are opened and closed from a KACE Service Desk. The links in these emails quickly allow the end user to start a Bomgar support session with the service desk by downloading and running a Bomgar client.

  1. Login to the Dell KACE K1000 Management Center, navigate to the Service Desk > Configuration and select the appropriate queue.
  2. Scroll down to Email on Events and click [Customize Emails].

    Customize Emails

  3. For Email Ticket Creation Acknowledgement and Ticket Closed Notification append this:

    To start a remote support session with a Service Desk representative, click here:
    https://example.bomgar.com/api/start_session?issue_menu=1&customer.name=$ticket_submitter_email&session.custom.external_key=$ticket_number.

    Note: The parameters customer_name and external_key have been deprecated as of 14.2 and have been replaced with the parameters above. Also, the file extension .ns has been deprecated from the start_session API call. However, these deprecated methods are still available for backward compatibility.

Customize Email Text

  1. Scroll to the bottom of the page and click Save.
  2. Test by following these steps:
    1. Log into the Bomgar Rep Console.
    2. Browse to the Service Desk in the KACE Management Center and create or open a test ticket.
    3. Make note of the Submitter email address, change the Status to New or Closed, as appropriate, and click Save.

With the steps above completed, KACE will automatically send a session link to start a Bomgar session for the associated ticket in all open and close notification emails for each ticket in the queue.