![]() Upon completion of the remote support session, the Bomgar remote support client is automatically deleted from the user's machine and a full log of the chat and a video recording (.mp4 file) of the screen sharing session are linked to the activity history of the ticket. They will be added to the chat queue and any available analyst can take the request and begin the chat and screen sharing session. Self-service users can initiate a chat session with the Service Desk directly from a ticket in self-service. ![]() The requester will receive an email with a link to download the Bomgar Remote Support client and begin the secure chat session with the analyst and optionally allow the analyst to take control of their machine. This integration helps reduce time to resolution and improve customer satisfaction by seeing the customer issue and even taking control to resolve the issue.įrom a ticket in Intelligent Service Management an analyst can trigger an email to the requester and launch a Bomgar Remote Support chat session. This allows interaction through secure chat and screen sharing. Analysts and end users can launch a Bomgar Remote Support session from a ticket in Intelligent Service Management.
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