Support and IT organizations using the Quest KACE K1000 Management Appliance can integrate it with Bomgar to improve service levels, centralize support processes and strengthen compliance.
Bomgar’s integration with the Quest KACE Management Appliance increases the effectiveness of your technicians with robust remote support, secure chat and incident-based mobile device support.
Technicians can launch a remote support session directly from the service desk and inventory features, and session details, such as chat transcripts and notes, are appended to the record when the remote support session ends.
Quest KACE K1000 Support Capabilities with Bomgar
Single-click, end-user initiated chat/remote support session via email from the K1000 Appliance
Incoming Bomgar support requests are automatically routed to the least busy technician
Easy technician access to the associated service desk ticket
Technician-initiated remote support invitation directly from the service desk ticket
Single click support session initiation from the K1000 computer inventory page
Automatic updates of K1000 service desk tickets including Bomgar session work details
Enhanced ad hoc support session reporting through the K1000 and the Bomgar Appliances
Automatically jump to a remote system from the K1000 inventory list
Bomgar’s integration with Quest KACE allows a support representative to launch a secure remote support session directly from the service desk and inventory features 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 Quest KACE 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.