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Configuration

The Bomgar Remote Support integration requires configuration within the Bomgar portal as well as within Cloud Service Management.

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Once done you can make this integration active by clicking on the Active slider on the top and test the integration with “Test Integration” Button.

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Integration Use Cases

Agent initiates a session with the requester of a ticket

Step 1

Once the agent logs in, go to the ticket an if the BOMGAR integration is active a button at the bottom of ticket summary will appear as shown below

Step 2

On clicking this button if the agent is not logged in BOMGAR CSM will ask agent to login to BOMGAR agent console as shown below

Step 3

Once user logs in BOMGAR representative console and user click “STARTS BOMGAR SESSION WITH CLIENT” a mail will be sent to requester to of the ticket.

Step 4

Once the session is complete the details of the BOMGAR session will be stored in activity history of the ticket as work log update as shown below.

Self Service Initiated Session

Session can also be initiated by the Self-Service User as explained following:

Step 1

Self-Service user logs a ticket and if BOMGAR integration is active a button would appear on the bottom on the ticket summary panel as shown below.
                 

On clicking on this button a BOMGAR chat screen should appear where an agent will automatically will be assigned based on BOMGAR agents online.

This chat session can be converted to remote session by BOMGAR Agent from BOMGAR representative Console.

Once the session is finished the session details are captured as work log update in activity history as shown in Step 4 of USE CASE 1 (Agent initiates a session with requester of the ticket.)