In reality, many incidents are escalated needlessly. The first tier rep could resolve them if only he could have an expert look over his shoulder momentarily whenever a complication arose.
Rep Invite gives you a secure way to request remote support from external technicians.
Rep Invite lets you engage outside experts and vendors for assistance without compromising security. As an administrator you can limit which internal reps can use Rep Invite. You can also create multiple security profiles to define how invited reps can interact with end users.
Bomgar's comprehensive audit trail, including videos of support sessions, applies to incidents involving invited reps. Rep Invite lets you bring in any expert securely, even if you don't have an LDAP profile created for him or her.