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TOPdesk

Integrate remote support, secure chat and automated scripts to accelerate incident resolution.

TOPdesk ITSM with Remote Support and Secure Chat

TOPdesk ITSM Service Catalogue
Add Bomgar to the TOPdesk ITSM service catalogue and start support from an incident or record

Support and IT organizations using TOPdesk IT service management software can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

Integrating Bomgar with TOPdesk increases the effectiveness of your technicians by empowering them with multi-platform remote desktop control and secure chat capabilities.

Adding Bomgar to the service catalogue enables technicians to launch remote support directly from an incident or customer record.

TOPdesk ITSM + Bomgar Brochure

Support Customers and Remote Users

With Bomgar, support representatives can chat securely with customers and other team members. Bomgar records chat transcripts and full session details, ensuring the audit trail is complete.

Transcripts of the sessions are automatically saved in service desk tickets where they can be easily reviewed by technicians and managers.

Access Remote Desktops, Servers and Backend Systems

Bomgar allows reps to work from their preferred device, whether it’s a laptop, smartphone or tablet. 

Bomgar also enables remote access to desktops, servers, point-of-sale systems, kiosks and network devices. You can provide both proactive system support and responsive customer supoprt with the same software tool.

TOPdesk Support Capabilities with Bomgar

  • Technician-initiated remote support session launched directly from the TOPdesk incident or change record
  • Single-click, end-user initiated chat/remote support session via the TOPdesk self-service portal
  • Convenient technician access to the associated incident directly from Bomgar
  • Automatic updates of TOPdesk incidents and change requests with details from each Bomgar remote support session, including links to session recordings, file transfer details, work notes, system information and post-session survey results
  • Web service available to generate a TOPdesk incident from a Bomgar Session
  • Technicians can Jump directly to a remote system (configuration item) directly from an incident or change request
  • Leverage Bomgar’s support for Intel vPro to access remote systems even with the OS is not running

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