Support and IT organizations using JIRA Service Desk Server can integrate with Bomgar so that a technician can see what the user can see, and take control of his computer in order to solve the problem. The visualization of the remote screen reduces onsite visits, avoids telephone assistance and help technicians react more efficiently and solve more incidents from the first call as demands rise.
JIRA Service Desk Capabilities with Bomgar
Generate Session Keys
Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that will automatically be associated with the selected issue.
Import Bomgar Session Data into an Issue
Once the support session ends, the issue is automatically updated with information gathered during the session including:
Jump to Configuration Item
Support staff can Jump to a machine from the Service Desk issue. The following Jump types are available:
Exit Surveys (Customer and Representative)
User-initiated session on existing issues in the Customer Portal
Users can open their submitted issues and start a chat support session directly from the Service Desk issue. This allows the user the quickest path to resolution while also providing the Rep with the necessary context to assist the user. Sessions can be elevated to full Remote Support sessions if enabled and when necessary.
Access Issue From Rep Console
Using Bomgar's Custom Links ability, a Representative can access the associated issue directly from within the Rep Console. This saves time searching for the issue in Service Desk and provides the Rep with any issue details, history, or other context to help quickly resolve the issue.