Ending a Support Session

Owned by Michael Loranc
Sept 12, 2014
1 min read

Closing a Session

Meeting the Customer's Needs

The following are suggested operational procedures to ensure a satisfied customer:

  • Always ask if the customer needs any additional help. There is a canned message to ask this quickly.
  • Wait for the customer to "Leave the conversation." Allow a reasonable amount of time before closing out the session for lingering customers.
  • Inform the customer that the software will automatically uninstall from their system after the session has ended.
  • Finalize the conversation with the closing canned message.

Logging the Support Session

The support session details should to be logged for any future tickets regarding the issue with the customer.

  • Start an incident ticket in ServiceNow if one has not been started already.
  • If the session was for chat support, change the Contact Type to "Chat."
  • Click inside the chat window in Bomgar Representative Console to activate the dialog box. Press Ctrl-A to Select All. Press Ctrl-C to Copy the selected text. In the work notes portion of the ServiceNow ticket, press Ctrl-V to paste the dialog information.
  • Include any additional details about the incident to the top of the Work Notes field.
  • Include an outgoing message to the Additional Comments field.
  • Resolve the ticket if no additional work is needed.