Bomgar Remote Support

This article describes the features and configuration for the integration with Bomgar Remote Support.

Overview

Analysts and end users can launch a Bomgar Remote Support session from a ticket in Cloud Service Management. This allows interaction through secure chat and screen sharing between analysts and end users. This integration helps reduce time to resolution and improve customer satisfaction.

Integration Points:

From a ticket in Cloud Service Management an analyst can trigger an email to the requester and launch a Bomgar Remote Support chat session. The requester will receive an email with a link to download the Bomgar Remote Support client and begin the secure session with the analyst.
Self-service users can initiate a chat session with the Service Desk directly from a ticket in self-service. They will be added to the chat queue and any available analyst can take the request and begin the chat and screen sharing session.
Upon completion of the remote support session, a full log of the chat interaction and video recording (.mp4 file) of the screen sharing session are linked to the activity history of the ticket.

Configuration

To setup the Bomgar Remote Support integration navigate to MANAGE>TOOLS>Integrations. From the Integrations list you will find Bomgar Remote Support. There are two attributes to configure to setup and test the integration:

domainURL is your Bomgar Remote Support URL for example https://companyname.bomgar.com/. This is used to locate your specific environment.
OAuthToken is a unique token used for authentication. It is a combination of OAuth Client ID and OAuth Client Secret which can be obtained from https://<Bomgar url>/login/api_account/~~/edit. It must be provided in the format OAuth Client ID:OAuth Client Secret.