Bomgar Integration with ServiceNow
Service desks and customer support organizations using ServiceNow can integrate with Bomgar to improve service levels, centralize support processes, and strengthen compliance.
Features of the Bomgar and ServiceNow integration are summarized below. Some of these features are available only with the enterprise version of the Bomgar ServiceNow integration.
- Outbound Support Sessions – Technicians can launch Bomgar sessions from within ServiceNow incidents using the Generate Session Key button.
- Session Updates – Bomgar session data is written back to ServiceNow tickets. The basic integration includes chat transcripts. The enterprise integration includes chat transcripts, file transfers, system information, session notes, customer and representative exit surveys, and session recordings.
- Inbound Support Sessions – Remote end users can initiate Bomgar sessions with technicians through a Bomgar support portal embedded within the ServiceNow Employee Self-Service application. This is an enterprise-only feature.
- Jump Sessions – Technicians can connect directly to remote Configuration Items using Bomgar Jump Clients and/or vPro functionality. This is an enterprise-only feature.
For more details about the integration between Bomgar and ServiceNow, see www.bomgar.com/products/integrations/servicenow.