Consolidate Remote Support for Your IT Service Desk

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.

  • Multi-platform:  With Bomgar, help desk reps can remotely connect to desktops, laptops, and mobile devices running nearly any platform, including Windows, Mac, Linux, Android, Apple iOS and BlackBerry. See the screen, control the mouse and work as if physically in front of the device. Bomgar also allows reps to provide support from their preferred device, working on Windows, Mac and Linux systems, plus iPads, iPhones, and Android devices via Bomgar’s Mobile Rep Consoles.
  • Security:  The Bomgar appliance protects your help desk by keeping system access and data behind your own firewall and security measures, integrating with your identity management tools, and capturing a full audit trail of all remote support activity.
  • Service Desk Integrations:  Bomgar offers a robust set of out-of-the-box integrations with the world’s leading incident and case management systems, allowing you to create a seamless support process. Bomgar also offers an open API and Professional Services to help you build custom integrations with all of your help desk systems. 
  • Communication & Collaboration: The Bomgar remote support solution enables support teams to swarm around issues by allowing multiple people to collaborate within a single remote support session. By allowing frontline reps to invite a more skilled representative or external expert into a remote support session, Bomgar helps to reduce escalation rates, increase first contact resolution, and improve the end-user’s experience.
  • Integrated Chat: With Bomgar's Click-to-Chat feature, support reps can chat with end-users through a flash-based chat interface. If an end-user needs more help, the help desk rep can use Bomgar to seamlessly escalate the chat to a screen sharing or remote control session.
  • Scripts & Tools: With Bomgar you can create, organize, and catalogue any number of pre-built scripts. This enables your service desk to automate routine diagnostics, troubleshooting and remediation.
  • Monitoring & Reporting: Bomgar enables you to monitor all remote support sessions in real time. Administrators can transfer sessions, join sessions, or even view the rep's entire desktop for performance monitoring. After the fact, Bomgar's customizable exit survey enables you to measure rep performance.

Infographic: A Typical ITSM/Service Desk Integration with Bomgar

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.

"We currently provide both hardware and software support for a multitude of devices including PCs, Macs, laptops, servers, point-of-sale (POS) systems, smartphones and tablets. Since we are providing support services to both internal and external customers, it is important to have a solution that can provide reliable support across a wide variety of systems."