SunView Software and Bomgar announced an integration between the SunView ChangeGear Service Desk Platform and Bomgar’s remote support solution.
The integration enables help desk staff to efficiently and quickly resolve end user problems through initiating secure, remote support and chat sessions from any of the ChangeGear ticketing modules or self-service portal.
The tight integration between Bomgar and ChangeGear provides IT staff and end users with several options to launch a remote support session. With a single-click, the end-user can initiate a chat or full remote support session directly within the ChangeGear self-service portal, service catalog or incident request. A technician-initiated remote support session can be launched directly from any ChangeGear request module or from within the ticket itself. Additionally, technicians can Jump directly to a remote system (configuration item) directly from an incident, problem or change request.
The integration also automatically updates ChangeGear tickets with complete details from each Bomgar remote support session, and a full recorded video of the session is available once each session has been completed, providing an audit-ready record of the support transaction.
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