Bomgar, a provider of secure remote support and access management solutions, announced an integration between SysAids’ help desk software and the Bomgars’ remote support solution. The new integration increases the effectiveness of support representatives by allowing them to access secure chat and remote support capabilities directly from an incident in SysAid.
Bomgar allows technicians to support nearly any system in any location, lowering costs while improving time to resolution and customer satisfaction. The integration with SysAid allows support representatives to launch a secure, Bomgar remote support session directly from a SysAid incident to immediately begin remotely diagnosing and solving technology-related problems.
"Responsibilities and expectations of today's help desk go beyond the traditional brick and mortar office with more dispersed workforces and users needing support on multiple device types," said Russ Duffey, vice president, business development and strategic alliances, Bomgar, in a statement.. "This integration between SysAid and Bomgar will be a valuable help desk tool to keep support teams, users and customers efficient and productive."
"Organizations that already own Bomgar licenses can now utilize and maximize their existing license and capabilities with our ITSM tool with this great integration," said Oded Moshe, vice president, product, SysAid, in a statement.
It was also announced today that future plans for the integration include the ability for end-users to click to request a Bomgar remote support session directly from the self-service portal, helping to improve their experience and overall satisfaction. At this point, Bomgar will also be able to log all chat transcripts and full session details, including video recordings, and feed them back into the SysAid incident, ensuring a comprehensive audit trail.