Freshservice rolls out Bomgar integration to give IT teams in-depth control when addressing customer concerns

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Integration allows technicians to fix problems faster by remotely controlling their customers’ devices

Freshservice, the online IT service desk software from Freshdesk, has launched its integration with Bomgar to help service desk agents troubleshoot devices quicker by allowing them to control a customer’s device directly from their desks. The new feature will help reduce the number of support interactions by facilitating clearer communication between technicians and users.

“There’s nothing more frustrating to a service analyst than being unable to understand and reconstruct the user’s problem. We're thrilled to be working with Bomgar to eliminate this inconvenience and making IT support a better experience for both the parties involved”, said Shihab Muhammed, Director, Product Management for Freshservice. “Analysts can take control of systems to make changes themselves, no longer requiring customers to follow a series of complicated instructions to fix issues.”

Integrating Freshservice with Bomgar will allow both service desk analysts and end users to initiate a remote session in which technicians will be able to view and modify settings on the customer’s device. They will be able to see problems first-hand and can fix them immediately without having to recreate the situation on their own. Additionally, Bomgar’s cross-platform compatibility ensures that technicians can rectify issues on any device running a common operating system, including mobile devices.

Companies that require physical access to data centres during server maintenance can have their technicians use the integration to perform routine checks and complete service procedures through the service desk instead of having to get physically to the data center. Remote session details like system configuration, incident handling time and chatlog are added as a private note to the ticket. With this integration, Freshservice hopes to significantly reduce the time and cost spent by service desk analysts in providing technical assistance to users.

“Today’s IT environments are complex and require support for multiple platforms and devices in a wide array of locations,” said Russ Duffey, VP of Business Development and Strategic Alliances at Bomgar. “This integration and partnership will allow IT support organizations to deliver the most responsive and comprehensive support experience to customers and end users.”

About Freshservice:

Freshservice is an affordable cloud based IT service desk software that currently serves more than 2500 mid-market and enterprise customers worldwide. Equipped with an intuitive UI and a powerful asset management module, Freshservice is effortlessly customisable and is built on top of ITIL processes.Freshservice is integrated with a number of popular cloud services like Google Apps, Dropbox & LogMeIn and is designed to help IT organizations focus on what is most important - exceptional service delivery and customer satisfaction. For more information, please visit http://www.freshservice.com.

About Freshdesk:

Freshdesk makes customer happiness refreshingly easy. The company is headquartered in San Francisco, California and has a development center in Chennai, India. Launched in 2010, Freshdesk has over 30,000 customers across the world, including 3M, Cisco, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, QuizUp and Petronas. The flagship product allows organizations to support customers through email, phone calls, websites, forums and social media channels. With powerful features, an easy to use interface and a freemium pricing model, Freshdesk is widely used by companies ranging from startups to enterprises. For more information, please visit http://www.freshdesk.com.

About Bomgar:
Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organisations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world. You can find Bomgar on the web at http://www.bomgar.com.

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Shankar
Freshdesk
since: 11/2010
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