Technicians can launch a remote support session from the interaction or incident record in HP Service Manager., and session details, such as chat transcripts and notes, are appended to the incident when the remote support session ends.
Bomgar’s integration with HP Service Manager allows a support representative to launch a secure remote support session directly from the interaction or incident record to immediately begin remotely 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 HP Service Manager 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.
HP Service Manager Support Capabilities with Bomgar
Technician-initiated remote support session launched directly from the HP Service Manager interaction or incident record
Single-click, end-user initiated chat/remote support session from the HP Service Manager self-service portal
Incoming Bomgar support requests are automatically routed to the least busy technician
Automatic updates of HP Service Manager interactions/incidents with details from each Bomgar remote support session
Bomgar post-session survey results can be automatically included in the updated interaction/incident details