Cherwell Software and Bomgar, a provider of secure remote support solutions, announced the integration of Cherwell Service Management and Bomgar chat and remote support.

The integration will be included in the Cherwell Service Management 4.6 release, available this summer.

Vance Brown, Cherwell CEO, sees this integration as a logical progression in helping Cherwell customers create better experiences for their own customers. “We’re certain that integrating Bomgar’s chat and remote support capabilities will help Cherwell customers resolve issues more quickly and will dramatically improve the quality of service desk support.”

Cherwell Service Management users can seamlessly harness the full power of the Bomgar platform and initiate secure chat sessions from any of the Cherwell Service Management clients, with full capture of Chat history, file transfers, and session recordings. This rich history can be easily configured to link to any module, such as Incident, Service Request, other out-of-the-box management processes, or any custom module. IT departments can choose what integrations point(s) they desire to use for the Bomgar integration.

The integration enables end-users and service desk technicians to initiate Bomgar remote support sessions with one click from anywhere in the Cherwell self-service portal or rich client. Help desk/service desk technicians can provide secure, web-based chat and remote support for any server, computer, tablet, or Apple, Android, and BlackBerry mobile device, in real time—no matter where it’s located or what operating system the customer is using. Once the session is completed, the Chat transcript and any related items, such as file transfers or a link to a session recording, are saved.

“Since Cherwell Service Management is so flexible and easily configured, companies are also using it in departments outside of IT, and the Bomgar chat functionality will enhance all of those customer experiences,” said Russ Duffey, Bomgar vice president business development and strategic alliances.

“Imagine being able to chat with HR about benefits or with facilities about a busted pipe or with IT about a broken printer — all from one system. The possibilities are endless,” said Josh Caid, Cherwell product manager.