Use Cases for the Autotask Integration with Bomgar Remote Support

Generate Session Key

Generate Session Key

Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected ticket.

 

Import Bomgar Session Data into Ticket

Import Session Data

Once the session ends, the ticket is automatically updated with information gathered during the session, including:

  • Chat Transcript (including files transferred, special actions, and other events)
  • System Information (the General section plus other select details such as disk, memory, and network)
  • Session Notes
  • Surveys (customer and representative)

 

Jump to Configuration Item

Jump to Configuration Item

Support staff can leverage Bomgar Jump Technology to access a configuration item associated with a ticket directly from the Autotask ticket.

 

Access Ticket from Representative Console

Using Bomgar's custom links ability, a representative can access the associated ticket directly from within the representative console. This saves time searching for the ticket in Autotask and provides the representative with any issue details, history, or other context to help quickly resolve the issue.

Auto-Time Entry Creation

Time Entry

If desired, a time entry can be created and added to the associated ticket once a session ends. The time entry uses the same start and end time as the actual session for accurate time tracking, as well as associating it with the primary representative from the session.

 

Automatic Ticket Creation

The automatic ticket creation feature does require a services engagement to implement for each customer. However, the fact that this functionality is even possible without a large custom development effort can be of great benefit to simplifying workflows and reducing the number of clicks necessary for a support representative.