Hornbill Supportworks ITSM with Remote Support

Service desks and customer support organizations using Hornbill Supportworks ITSM software can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

The Bomgar integration with Hornbill Supportworks increases the effectiveness of your technicians with secure, multi-platform remote support and chat support capabilities.

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

Download: Bomgar + Hornbill Brochure

Hornbill Supportworks ITSM Capabilities with Bomgar

  • Technician-initiated remote support session launched directly from the Hornbill Supportworks ITSM incident record
  • Single-click, end-user initiated chat/remote support session from the customer portal within Supportworks ITSM
  • Incoming Bomgar support requests are automatically routed to the least busy technician using Bomgar's Equilibrium technology
  • Automatic updates of Supportworks incidents with details from each Bomgar remote support session
  • Technicians can Jump directly to a remote system
  • Advanced logging and recording capabilities for a complete record of the support transaction
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Adding Bomgar’s enterprise-class remote support capabilities to Hornbill Supportworks accelerates our customers’ ability to improve service desk performance and efficiency.


Improve Efficiency with Integrated Remote Support

Start support and view associated sessions from the incident record

The Bomgar integration with Hornbill Supportworks ITSM allows 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 Hornbill Supportworks ITSM 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.