JIRA Service Desk and Bomgar Remote Support Use Cases

Generate Session Key

JIRA > 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 issue.

 

Import Bomgar Session Date into an Issue

Session Details

On the support session ends, the issue is automatically updated with information gathered during the session.

  • Summary
  • Customer
  • Rep(s)
  • Chat
  • File Transfers
  • Session Notes
  • Recording Links
  • Exit Surveys (Customer and Rep)

Summary Chat

Jump to Configuration Item

Support staff can Jump to a machine from the Service Desk issue. Please note JIRA Service Desk does not have a configuration item type functionality, so the machine name must be typed in manually. The following Jump types are available:

  • Pinned Jump Client
  • Local Jump
  • Remote Jump
  • RDP
  • Shell Jump

Configuration Item Jump Item

User-Initiated Session on Existing Issue in Customer Portal

 Customer Request Portal

Users can open submitted issues and start a chat support session directly from the Service Desk issue. This provides the rep with necessary context to assist the user, while also providing the user a quick resolution. If enabled and when necessary, sessions can be elevated to full remote support sessions.

 

Access an Issue from the Representative Console

Using Bomgar's Custom Links ability, a representative can access an associated issue directly from within the rep console. This saves time when searching for the issue in Service Desk and provides the rep with any issue details, history, or other context needed to help quickly resolve the issue.

Auto-Issue Creation

Customer Service Desk Portal

For previously unreported issues or questions, the end user can submit a simple issue description to immediately begin a support session. Meanwhile, the integration takes the submitted information from the session and creates a new Service Desk issue. This saves time and unnecessary steps for the end user and support staff.