BMC ITSM with Remote Support and Secure Chat

Service desks and customer support organizations using BMC Remedy, Remedyforce, Footprints or Service Desk Express can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

Integrations with BMC Software

Bomgar offers integrations for multiple BMC Software solutions. Add secure chat, remote support and surveys to your BMC deployment.

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Adding best-of-breed capabilities, such as Bomgar, to the BMC solution portfolio accelerates our customers’ ability to improve support processes and efficiencies.


BMC IT Service Management Capabilities with Bomgar

The Bomgar integration with BMC's IT Service Management solutions increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities.

Technicians can launch a remote support session from the incident record in BMC, and session details, such as chat transcripts and notes, are appended to the incident when the remote support session ends.

  • Offer secure, web-based chat support to end-users, and automatically update tickets with chat transcripts
  • Technician-initiated remote support session launched directly from the BMC incident record
  • Easy technician access to the associated service desk ticket
  • Automatic updates of BMC incidents with details from each Bomgar remote support session
  • Bomgar post-session survey results automatically included in updated incident details
  • Advanced logging and recording capabilities for a complete record of the support transaction

Improve Efficiency with Integrated Remote Support

Start remote support and view associated sessions from the incident record.

The Bomgar integrations for BMC IT Service Management solutions allow a support representative to launch a secure remote support session directly from the incident record to immediately begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the Bomgar appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating Bomgar with BMC ITSM solutions gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.

Bomgar gives both you and your customer a seamless support experience.