Support and IT organizations using Autotask can now integrate with the Bomgar remote support solution to improve service levels, centralize support processes and strengthen compliance.
Bomgar’s integration with Autotask increases the effectiveness of your technicians with robust remote support, secure chat support capabilites and incident-based mobile device support.
Bomgar’s integration with Autotask allows a support representative to generate a remote support session key directly from the ticket detail screen to quickly begin remotely diagnosing and resolving a problem, increasing first call resolution rates, shortening call times and eliminating site visits.
The Autotask Ticket Is Automatically Updated
The Autotask ticket is automatically updated with important details from each Bomgar support session.
With Bomgar, support representatives can communicate securely with customers and other team members.
Bomgar ensures the audit trail is complete by recording chat transcripts and full session details.
And transcripts of the sessions are automatically saved in ticket details where they can be easily reviewed by technicians and managers.
You can even monitor customer satisfaction and support performance at the end of each session with Bomgar’s customizable surveys. Administrators can survey both the customer and the support technician, then run reports on the answers given.
Integrated Chat Support with Remote Control
Integrating Bomgar with Autotask gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.
With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.
Bomgar gives both you and your customer a seamless support experience.
Autotask Support Capabilities with Bomgar
Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.
Technician-initiated remote support sessions launched directly from the Autotask ticket detail screen
Automatic updates of Autotask ticket with details from each Bomgar remote support session
Bomgar post-session survey results automatically included in updated ticket details
Advanced logging capabilities for a complete record of the remote support transaction