Tampa, FL (PRWEB) April 01, 2014
SunView Software, a leading provider of IT service management enterprise software, and Bomgar, the leader in enterprise remote support solutions, announced today 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. “The integration of our products provides businesses with an enhanced solution for delivering remote support to end users from a single Service Desk interface, driving improved customer satisfaction and increased first call resolution,” says Seng Sun, CEO of SunView Software. “We are pleased to partner with Bomgar to offer a tightly integrated remote support solution with the ChangeGear Service Desk Platform.”
Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 8,000 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris, London and Singapore. Learn more about the ChangeGear / Bomgar integration: http://www.bomgar.com/products/integrations/sunview-changegear
About SunView Software
Founded in 2003, SunView Software is a leading provider of IT Service Desk software that enables companies to better track, manage, and deliver services across the enterprise. SunView has implemented Service Desk and IT Service Management processes and best practices for hundreds of enterprise organizations in all vertical industries. Our proven approach emphasizes flexible and rapid deployment options allowing companies to deliver cost-effective IT services, gain greater visibility into their IT infrastructure, increase security, eliminate system downtime, and ensure regulatory compliance. SunView solutions enable organizations to realize quick wins, and gain fast ROI.
SunView’s flagship product, ChangeGear, is an integrated, Service Desk platform for automating your organization’s service management processes. Our product is designed to accommodate organizations at every level of maturity from those needing a simple help desk to those requiring a complete IT Service Desk with advanced ITSM processes, all in a single cost-effective platform. For more information, visit the company’s web site at http://www.sunviewsoftware.com.