Use Cases for the BMC FootPrints 11 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 into Ticket

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 Pinned Client:
Jump to Pinned Client

Push and Start Local:
Push and Start Local

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