Technicians can launch a remote support session from the incident record in Hornbill Supportworks, and session details, such as chat transcripts and notes, are appended to the incident when the remote support session ends.
The Bomgar integration with Hornbill Supportworks ITSM allows a support representative to launch a secure remote support session directly from the incident record to immediately begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.
Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.
And the Bomgar appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.
Integrated Chat Support with Remote Control
Integrating Bomgar with Hornbill Supportworks ITSM 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.