A Typical ITSM/Service Desk Integration with Bomgar
IT support has changed dramatically over the past few years. Systems management and ticketing are still just as vital to your service desk as they used to be. But incident resolution has gotten more complex.
End-users and systems are dispersed geographically. An ever-growing list of security requirements means you can’t use most of your remote support tools. And Windows is only one operating system among many that you have to support.
Leading service desks are addressing these challenges by consolidating remote support with one secure, multi-platform solution. Consolidating remote support streamlines resolution times and improves customer satisfaction.
Bomgar is the only remote support solution that combines comprehensive multi-platform support with stringent security features so you can support nearly any system or device, anywhere in the world, without sacrificing security or compliance. Your support reps will resolve issues more quickly, improving productivity and end-user satisfaction. Plus, the Bomgar appliance keeps access to your systems and data safe and sound behind your own firewall and security measures.
Bomgar integrates with multiple ITSM and Service Desk solutions. Customers can also create custom integrations with the Bomgar API.
With most ITSM/Service Desk integrations, a Bomgar remote support session can be launched from a ticket or case. Then, at the close of the support session, Bomgar updates the original ticket or case with details from the support session ... such as the chat transcript.
The integrations vary somewhat among our different integration partners. This infographic outlines the flow a typical integration may have.