Move a chat to a call when typing stops helping, and keep the history in one thread.
Get more done with Tidio and BMC Remedy integration
Take IT requests in chat, raise them as BMC Remedy tickets, and answer status in the same thread.
No credit card required
Contact sales
Integration availability depends on your Tidio plan.
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Category
Customer Service
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and BMC Remedy
Open the ticket for them
A request described in Tidio is created as a BMC Remedy incident, so the person gets help without filling in a form they do not understand.
Answer where my ticket is
Status, owner and next step come from Remedy into the chat, so the follow up question does not turn into a second ticket.
Handle what does not need a ticket
Password resets, access questions and how do I requests are answered in the chat, and only what needs work reaches BMC Remedy.
Start joiner and leaver requests
An onboarding or offboarding request raised in a conversation creates the Remedy service requests IT has already defined for it.
Overview
BMC Remedy runs the service desk, but people still ask for help in whatever channel is closest. Connected to Tidio through Zapier or the Tidio API, a request typed in a chat becomes a Remedy incident with the right category and assignment, and the questions that follow, what the status is and who has it, are answered from the ticket. Nobody has to learn the portal to get help.
Key features
- Raise a Remedy incident from chat with the category and priority filled in from the conversation
- Answer status questions so people stop chasing updates in the portal
- Deflect the repeat requests with the answers your service desk gives every week
- Keep the audit trail in Remedy where incident and change records are already reviewed
BMC Remedy
Customer Service
Tags
Ticketing
Omnichannel Inbox
How it works
Connect BMC Remedy in minutes
1
Connect Tidio and BMC Remedy
Link them through Zapier, Make or the Tidio API with an account that can read and create the ticket types you allow.
2
Map conversations to ticket types
Decide which requests become incidents, which become service requests and what the chat can answer on its own.
3
Work the queue as usual
Remedy stays the system of record, and the chat is where people ask and get told.
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Frequently asked questions
Common questions about the BMC Remedy integration
Does this replace the Remedy portal?
No. BMC Remedy stays the system of record and the queue your team works. Tidio is the front door for people who would otherwise send an email or walk over to a desk.
Can the chat answer without creating a ticket?
Yes, and that is most of the value. Common questions are answered in the conversation, and only requests that need work reach Remedy.
Is the BMC Remedy integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the BMC Remedy integration.