Use Cases for the HEAT Software Integration with Bomgar Remote Support
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
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
Support staff can leverage Bomgar Jump Technology to access a configuration item associated with a ticket directly from the HEAT ticket. By default, the button attempts to Jump to a pinned Jump Client, but the URL can be modified to perform one of the other Jump types as needed.
Click-to-Chat for Self Service Users
Self Service users can open their submitted tickets and start a chat support session directly from the HEAT ticket. This allows the user the quickest path to resolution while also providing the representative with the necessary context to assist the user. Sessions can be elevated to full support sessions if enabled and when necessary.
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 HEAT and provides the representative with any available issue details, history, or other context to help quickly resolve the issue.
Manually Associate Sessions with Tickets
Whether a representative has just created a ticket for the current session or has found that one already exists, even sessions originating outside the scope of a HEAT item can be manually associated with the appropriate item, allowing session details to be automatically added to the ticket when the session ends.
To make this association, the representative enters the numeric ID of the Change, Incident, or Service Request into the External Key field while in session. Because these numeric IDs are not unique across business objects in HEAT, the representative can indicate the appropriate item type with a
-i (Incident), or
-s (Service Request) appended to the end of the number. For example,
15302-i would be associated with Incident #15302.
Automatic Ticket Creation
Simplify workflows and reduce the number of clicks necessary for a support representative by automatically creating a ticket from a session.
Note: This feature requires a separate services engagement to implement.