Citrix, BMC Integrate CRM Solutions

Santa Barbara-based Citrix Online has partnered with management software provider BMC Software. The firms announced yesterday that Citrix GoToAssist has been validated with BMC's Remedy ticket tracking system. The two solutions provide integrated remote support capability, with Remedy collecting all information about the remote customer support session. Citrix GoToAssist allows support representatives to remotely diagnose computer issues across the Internet. The support solution provides chat, remote control, file transfers, and other tools for customer support representatives. Remedy is a popular trouble ticketing and service tracking system used to track customer support issues and service requests.