866.205.3650 | Try Bomgar

Escalation

Bomgar enhances collaboration by allowing defined escalation paths with session sharing and session transfer.

Print this Bomgar Feature

1-Minute Video

Temporary Rights Escalation: Safely Allow 1st Tier Reps to Troubleshoot Deeper

Bomgar makes it possible for support reps to request temporary elevated rights on the remote desktop during a support session. If the end-user does not have administrative rights on the remote computer, the support rep can request elevated access to the system. If the support rep does not know the credentials, he or she can send an access request to an Access Sponsor. This temporary elevation of rights allows you to cut costs by resolving more in lower tiers.

Add Team
click to enlarge

Add Team
click to enlarge

Collaborate to Speed Resolution: Session Sharing and Transfer

With Bomgar, technicians can collaborate with other representatives by sharing a support session. This means that multiple members of your support organization can swarm around critical issues to resolve them quickly. Technicians can also transfer a support session to another representative or team. Bomgar makes your more highly skilled staff accessible without over-burdening them. End-users are thus able to have their incident resolved on the first call. Session sharing can be invisible to your end-users.

a
click to enlarge

Bring Anyone into the Support Session without Compromising Security

With Bomgar, anyone can be brought in to collaborate on a remote support session. Bomgar's patent-pending Rep Invite feature makes it possible to invite a third-party representative to have one-time, limited access to a shared session. The invited rep is given a link to install the Bomgar Representative Console and join the session.

Bomgar even makes it easy to bring vendors in for support requests. Embassy, a patent-pending feature for secure vendor access, allows administrators to create an Embassy for each and every vendor relationship then control granularly what each vendor can or cannot access.

Reports and Session Recording give your support organization complete visibility into these collaborative sessions.

a
click to enlarge

Force Escalation from One Rep or Team to Another

Bomgar's Administrative Dashboard not only lets team managers and leads oversee the support activities within their teams, it also enables them monitor the current sessions of managed team members and take over or transfer sessions when necessary. The dashboard increases support session management and accountability.

a
click to enlarge



All Features >