Configure Zendesk for Integration with Bomgar Remote Support

Download and Install the Bomgar Remote Support App for Zendesk

  1. Log into the Zendesk Agent Interface as a user with Administrator access.

    Admin Home

  2. Click the Admin (gear) icon in the left navigation area to open the Admin Home menu.

     

     

    Apps > Marketplace

  3. Select Apps > Marketplace.

     

     

    Bomgar Remote Support in Marketplace

  4. Search the Marketplace for Bomgar Remote Support.
  5. Select and install the app.

 

Configure the App

Bomgar Remote Support App Configuration

  1. Hostname (required) - The hostname of the Bomgar Appliance.
  2. Issues (required) - A list of issues from which an end-user can choose when using the Get Support Now button to start a chat session. These should be entered one per line with the format issue_code=IssueName, where issue_code is the code name configured for the issue in the Bomgar /login interface and IssueName is the user-friendly name displayed to the end-user in the dropdown.

    For example, if there is an issue in Bomgar named General Technical Issues with a code name of general_tech, the corresponding entry in the issues list in Zendesk should be general_tech=General Technical Issues.

  3. Jumpoints - A list of Jumpoints configured for the Bomgar Appliance from which an agent can choose. These should be entered one per line.
  4. Allow Jump-To Pinned Client Session - Determines if agents can Jump to Jump Clients.
  5. Allow Push and Start Local Jump Session - Determines if agents can Jump to systems on their local network.
  6. Allow Push and Start Remote Jump Session - Determines if agents can Jump to systems through a Jumpoint. If enabled, requires at least one Jumpoint to be entered.
  7. Allow Remote Desktop (RDP) Session - Determines if agents can start Remote Desktop Protocol sessions through Bomgar. If enabled, requires at least one Jumpoint to be entered.
  8. Allow Remote Console Session - Determines if agents can start Shell Jump sessions through Bomgar. If enabled, requires at least one Jumpoint to be entered.

Once the app is installed and configured, you can see the UI elements in the appropriate section when viewing an existing ticket.

Note: The integration functionality is not available until the ticket has been saved. Therefore, buttons are not present on a new, unsaved ticket, though the app does render a brief message to that effect.

Create a Method for End-Users to Request Support

Customize Help Center

  1. When viewing a ticket as an administrator, click the Customize Help Center button.

     

     

    Help Center Template Modifications

  2. This opens a modal with instructions for editing the current theme to add the Support button to ticket views for end-users. When clicked, a chat session starts and is automatically tied back to the ticket. The session is routed to the appropriate team based on the issue selected by the user prior to clicking the button.

Note: For information on configuring teams, issues, and session routing with Bomgar, please see Support Teams, Issues, and Equilibrium for Automatic Session Routing.

 

Create a Role and an Agent Account for REST API Calls

Manage > People

  1. Click the Admin (gear) icon in the left navigation area to open the Admin Home menu.

     

     

    Add Role

  2. Under Manage > People, click Add Role.

    Note: If your Zendesk plan does not support the creation of new roles, skip to step 4 and add the user to the Administrator role.

  3. Create a role named API Only with the following permissions:
    1. Tickets > What kind of tickets can this agent access? - All
    2. Tickets > Can edit ticket properties? - Yes
    3. Tickets > Can edit ticket tags? - Yes
    4. People > May this user view lists of user profiles? - Can view all users in your account
    5. Use defaults for all other permissions

    Add User

  4. Under Manage > People click Add User.
  5. Create a new user named Bomgar API User (or whatever name you prefer) with the API Only role.
  6. Verify the new API account via email.