Support and IT organizations using Cherwell Service Management can integrate Remote Support to improve service levels, centralize support processes and strengthen compliance.
With Remote Support, Cherwell Service Management enables service desk technicians and customers to launch a secure remote support session directly from any module in Cherwell Service Management or the self-service portal.
This integration increases the effectiveness of your technicians with robust remote support, secure chat and incident based mobile device support.
Remote Support’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.
Integrating Remote Support software with Cherwell Service Management Software enhances service in a number of ways:
Remote Support lets technicians work directly with the systems they’re supporting - from anywhere. Launch remote support from any module in Cherwell. Chat securely with customers. Assist users on multiple platforms, including iPads, iPhones and Android devices. And record details of every remote support session, populating incident records with details from the remote support session.
Integrating BeyondTrust's Remote Support with Cherwell Service Management gives you a complete remote support solution. Remote Support includes secure chat support capabilities, so you can offer live help from your website, knowledge-base or self-service support portal.
With Remote Support, you can easily move from chat support to screen sharing and remote control. After the support session, Remote Support updates the support record with the chat transcript and details from the remote support session.
Remote Support gives both you and your customer a seamless support experience.