Bomgar Secure remote support tool is tops
July 27, 2018
Bomgar Secure remote support tool is tops
Score 10 out of 10
Vetted Review
Verified User
Software Version
Standard Licensing
Overall Satisfaction with Bomgar Remote Support Software
We used Bomgar 2 years ago to provide secure remote support to end users. It replaced TeamViewer as it provides reporting, SAML authentication and integration with ServiceNow. We can now provide monthly metrics reports to leadership for all our technicals and groups utilizing Bomgar remote support. The SAML authentication provides secure 2 step authentication for all our techs. The ServiceNow integration has been tested and will be rolled out in our organization later this year.
- SAML authentication works perfectly enabling us to set up members in workgroups to provide secure access
- Reporting: Detailed usage by techs on all the remote sessions they performed each month
- Integration with ServiceNow is a feature we are excited to implement later this year
- Reporting is limited to a set number of past days and requires an additional purchase to retain data long-term
- Chat support needs to be able to be set for certain hours within the system
- Customers are satisfied that they can be assisted remotely quickly and easily
- We are resolving more ussues remotely through Bomgar when clients call in
- More departments now want to buy licenses on our Bomgar instance
We previously used TeamViewer but found Bomgar more robust, secure and better suited for reporting and ServiceNow integration.