Likelihood to Recommend I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.
Read full review It's handy for smaller to larger units, where time management is most important. But it will not suitable for those who have partial units across the country.
Fahad Ali System Coordinator & Development Officer
Read full review Pros Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important. Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely. Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks. Read full review It's a robust corporate remote support tool for admin. Admin can deploy an installation in the background without knowing a client. For those who frequently forget their password, you can access it in glimpse & take total control of it. Fahad Ali System Coordinator & Development Officer
Read full review Cons Only issue I really have is the jump client goes to queu when our remote vendors shut down their machine. Works in our favor if we lose our connection but that never happens. And this is such a small issue but had to put something in here. Read full review The only cons are that it's hard to access other networks besides the internal one of the organization like how TeamViewer works. Fahad Ali System Coordinator & Development Officer
Read full review Likelihood to Renew Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.
Read full review Usability Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review Reliability and Availability The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
Read full review Performance There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review Support Rating The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable
Read full review In-Person Training we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs:
http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review Online Training Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review Implementation Rating It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first
Read full review Alternatives Considered Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when employees have issues with passwords or registration and they need a little assistance. And [BeyondTrust Remote Support (Legacy)] works across many platforms and devices. We have also used
GoToAssist in the past and Log Me In, but this is the best
Read full review I think if you are using it after its tutorial then you may not need any other apps to control the operation. Its file transfer, voice & text sharing features are truly working. A complete system of inventory where you can set smart alerts. Capable to connect multiple users at once.
Fahad Ali System Coordinator & Development Officer
Read full review Scalability Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review Return on Investment Bomgar will easily turn a 45 minute phone call into a 5 minute support session. You can't get back that extra 40 minutes any faster. Customers who complete the post session survey have all rated the service either high or very high. We love having happy customers. Read full review It allow's us to update apps instantly It gives user quick response to overcome headache issues It's saves crucial time from both ends Fahad Ali System Coordinator & Development Officer
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