Help desk support session generation: Remote desktop access API programmer's guide

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Front-end integration of the Bomgar™ API enables customers to correlate Bomgar support sessions with third-party or in-house developed applications to pull report data, issue commands, or configure the Bomgar Box™ to automatically save a backup of its software configuration on a recurring basis. One common example of API integration would be linking a helpdesk ticketing system to Bomgar sessions to track issues resolution. You could also add a feature to an application to allow the representative to generate a session from directly within that program instead of the Bomgar representative client.

Session Generation

There are three means of starting a support session from the public site: by selecting a name from a list of representatives, by entering a session key, or by submitting a front-end survey. The public site is a collection of forms and links which generates an HTTP request each time a session is requested, resulting in the customer client being downloaded to the remote computer. The request generated depends on the configuration of the public site and the method used by the customer to request support.

To programmatically download the customer client, an HTTP request must be made to https://yoursite.bomgar.com/download_customer_connector.ns with the correct parameters for the desired request type. The queue in which to place the customer after connecting can be specified in one of three ways:

By representative name and ID:

id=[rep id]	The numeric ID for the representative with whom to start the session.
name=[rep name]	The display name for this same representative.

By session key:

access_key=[session key]

The session key generated in the representative client.

By front-end survey:

issue_menu=[integer]	Must be set to 1. This is the only field that is required.
customer_name=[name]	Customer’s name (maximum of 100 characters).
customer_company=[company]	Customer’s company name (maximum of 100 characters).
customer_company_code=[code]	Customer’s company code (maximum of 100 characters).
customer_desc=[issue description]	Customer’s problem description (maximum of 1024 characters).
external_key=[external key]	A key to an external helpdesk ticket system (maximum of 1024 characters).
id=[integer]	The numeric ID for the selected menu item. If Display Reps in Issues Menu is enabled from the Public Site Configuration tab of the web interface, this should be the unique ID for a representative in the list. Otherwise, this should be the unique ID for an issue found in the issues list. If not specified, the session will go into the general queue.

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External Key
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Parameters
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SupportDesk Reports
Summary Reports
ExitSurvey Reports
Representative Reports
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Session Key Parameters
Transfer Parameters
Logged-in Rep Reports
Support Teams Reports
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