TrustRadius
Rockin IT with BomgarWe use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons as well.,Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this. Scripting reduces the time to deploy software,One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable. Cannot use multiple resource files in a script and not enough space for storing the resource files.,8,Increase efficiency for technicians Clients enjoy the "safety" of knowing that the application was stalled upon disconnect.,8,,8,Don't knowIt's not Marmite (everyone loves it)We use Bomgar in the ICT department to take control of various corporate PC's across the campus and at remote campuses to reduce the need for desk side visits.,Brings many remote support tools into one location making it easier to use for for both our less experienced technicians and our technical experts. The reporting features of Bomgar, in particular session recording is a great tool to record complex issues. Canned Scripts are excellent for reducing the time to deploy various utilities and software.,I would like to see the ability for individual canned scripts to be able to use more than one resource file. I would like to see a 'wysiwyg' editor for the Public Site Web Template (in addition to the html editor). I would like to have more space for canned script resource files.,10,As of yet, we have not completed a ROI review.,10,10,TeamViewer,1,10,YesBomgar Remote Support Software ReviewBomgar Remote Support Software makes life easier. It's very easy to connect with others and have a look at the issue, rather than guess what it is. I use it daily!,Easy connection. Admin support. Option for a great report with the survey.,Bigger screen resolution. Mobile phone support - it could be in play already I just don't use it. Can't think of a third.,9,Good response. I don't think it's well noticed outside of ICT.,9,7,BeyondTrust Remote SupportWe use it as our primary remote support service to help troubleshoot and fix issues with our users. This product is used by our entire IT Department. It helps with immediate or rapid support from our team to our end users.,Remote support service. File sharing. Desktop and screen sharing.,None that I can tell.,10,,VNC Connect, Remote Desktop Manager,8,6,End-user support. Device support. Application Support.,We use it as our main remote support.,None that I have used, other than the basic features.,10,No,Product Features Product Usability,Implemented in-house,No,Change management was minimal,None.,10,No,10,No,Remote desktop File Sharing Screen Sharing,None,Yes, but I don't use it,10Bomgar, now BeyondTrust, provides easy remote supportBomgar Remote Support Software is only used by the IT department to support end users and to gain unattended remote access to manage the servers in our environment. It enables our support technicians to assist users on any platform from anywhere.,Support from anywhere. Support for any platform. Support to anywhere.,The one functionality that was missing, being able to blank the end user's screen while working on it, has been added back in the most current release. I have no complaints now.,9,Fewer desktop techs are needed by providing remote support instead of sending techs to each desk. The ability to provide support to remote offices and users. It's easy to do server updates during maintenance windows from home.,Great, professional looking remote support with some limitationsRemote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.,Support Sessions are easy to set up Configuration was simple Upgrades are easily implemented,Un-attended remote sessions are not possible without paying for extra tools Client upgrades can be finicky,7,Remote Support saves our technicians time with troubleshooting issues Allows our associates to quickly get there issue resolved and back to their day to day affairs,8,7,Dameware Remote SupportWill this remote connection tool "blow your mind"?We use Bomgar to connect remotely to client computers. This tool allows us to further troubleshoot issues before sending tickets to an onsite tech.,Bomgar allows us to take control of a computer remotely using a website. Users can access the website from anywhere. We are able to elevate rights and use admin credentials if needed through to the Bomgar console.,Entering admin credentials through the console is not always very easy. It can be difficult to get users to navigate to the correct Bomgar webpage. Switching monitors for users who use multiple screens is not very easy.,7,Bomgar allows us to connect to users remotely and troubleshoot basic issues so that the onsite teams can focus on more complex issues. Bomgar sometimes has issues where updates are concerned and prevents us from connecting to users if our version is not up to date. We have has a few issues where when trying to update the software we got errors saying we could not update or that we had the latest version(despite the error message saying we had to update). Bomgar allows us to access users computers even when they reboot the machine This is helpful for situations where we need to log in using an administrative account.,LogMeIn Rescue,LogMeIn Rescue, DameWare Remote Support, SOTI MobiControl****Great application for remote help for all types of users****The main business problems we are solving is that of being able to more reliably remote to customer's computers. We use Bomgar so that we can see the end user's machine and essentially do the work ourselves if needed versus trying to have the end user do the work.,You can use it to screen share on multiple platforms. The amount of information that you can collect from a customer's computer without even screen sharing is immense.,Sometimes it takes multiple steps to get approved to fully control the user's computer. This is probably because of their security settings but it's annoying. Auto Times out after inactivity if there are no sessions in progress.,9,The best features for remote support is the "directory" listing of all your computers that have the jump client loaded (online and offline computers). You can support people on personal computers via the web interface portal without the need for the agent software to be pre-installed. Bomgar allows other programs to run in the background while also running the program itself.,VNC Connect,Snagit, Toad for OracleEase of useBomgar is used to remote different users across oour two campuses. It makes it easy to contact a user, ask for their machine asset tag, and quickly and securely remote into their PC. Because we are able to have this be a solution we can deploy across campus, it works very well.,Security and user confirmation for accepting screen share Char and sharing files Latency is next to none,Refresh button gone in latest update Make it easier to remove the sidebar completely Integration with more of our tools,8,Ease of use with users Ease of training IT Staff Ease of deployment across two campuses,,Symantec Ghost Solution Suite, Microsoft Office 365, Jamf ProBomgar - The Game ChangerBomgar was brought in as a remote appliance but it has turned in to so much more. I call it the game changer for us. It interlaces well with our Kace K1 appliance and the interface is simple to use, even for the novice. As we progressed in our usage, we saw the value in allowing outside vendors the ability to use jump clients on servers they frequent. This also worked well for internal departments who needed the same great secure access to internal infrastructures like HVAC controllers. But what impressed me the most about Bomgar was our rollout of the chat feature to our users. Now we chat with our end users and sometimes, fix issues without having to even make a connection to their machine. And our students even get in on this, not just from the campus but from their homes. To help a student who can't register for class when they are out of ideas and fretting at the last minute, miles or even states away, well that is a game changer.,The ease of remote access Bomgar allows is second to none. You have many options when it comes to remote support from the Bomgar button on the end user side to manual entry of that machine's ID or IP address. If you want to use RDP, they do that too. Performance is always up for discussion when all situations and networks are different. But when we were seeing connection and graphics issues with 2 other remote solutions, Bomgar just worked and did it well. If features are your thing, Bomgar has that and then some. And they are always adding to the toolbag. They are more than remote access and I see their role increasing and the tools too.,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.,10,We went from zero student support off campus to a feature we now provide. We also had no chat support before Bomgar. Our typical day before Bomgar was 80/20 foot to the ground versus desk work. That has flipped if not raised closer to 90% of our time now spent in our office where we can field more calls and chats while still pushing software and reimaging remotely. We went from 5 techs supporting 1500 machines to 7 techs supporting over 3000 machines and now we also support the student population where before Bomgar, we did not.,Symantec Norton (SMB), Novell's Console One and Ultra VNC,KACE Endpoint Systems Management Appliance, Skype for Business, Stellar Phoenix Windows Data Recovery-Professional,15,3,Outside support for those who are not on campus and need it Outside access for vendors Internal support for 3,000+ device and their users.,We never imagined we would be able to offer support to students. Bomgar has made that happen We have always had issues with outside vendors using anything and everything to connect to our network. Now they all use Bomgar through an Embassy account and everything is monitored,I want to see all departments have access to Bomgar so if a student is in need of financial support, we send them to the financial aid queue or if they are in need of counseling, then they go to the counselors.,10,Yes,Product Features Product Usability Third-party Reviews,If we could go back, we would have probably narrowed down the list a bit more. Before we even started testing it was apparent we were going to go with Bomgar. They simply had more to offer and were more supportive in assisting us in the evaluation process.,Implemented in-house,No,Our biggest issue was getting the word out and teaching the end users how to use it,10,Yes,10,No,We were updating our box last year and there was some issues with it taking the new update. Bomgar remoted in to our machine and made the needed changes to get the update complete.,Sharing files between machines doesn't get any simpler Moving machines around in the queues is easy enough and it's a great feature we use often The Bomgar button is amazing. We deploy that to other systems and if someone needs us, there is no need to call,Sometimes I find it difficult to navigate the more advanced options of Bomgar. I'm sure if I used them more often, they would be as foreign to me,9Bomgar - don't try supporting remote users without it.We have 150 local network accessible users running the jump client we can access without requiring user assistance. We have 70,000 customers and any other remote system that we can gain access to via the web portal. We use the presentation portion of the application frequently to share a desktop for multiple users to view. Bomgar Remote Support Software is an awesome application that has made remote access/management of system a breeze. Can't imagine having to work without it.,Allows groups to be set up and limit system access by the group. Ability to wake system at remote locations if one system with the client loaded is running at the remote location. Ability have multiple users log into one remote system. Ability to transfer access to another user. Web browser access to support agents devices when the application is not available.,System is difficult to set up initially without assistance from Bomgar support. System remote access can only be limited by groups not per user. Sometimes difficult to find options when administering the system.,9,Support personnel are now able to provide remote assistance to customers for systems that are not on our network. It has been a godsend. We were able to eliminate security issues by replacing the old remote control software that was limited to local users only.,,TeamViewer, LogMeIn RescueScreen share means faster resolution means higher CSAT means higher renewal rate and higher bonusOur company switched to Bomgar several years ago. Our Customer Support team used it to screen share with customers and it was much more accepted by our customers' IT team. Since then our professional services team and internal IT adopted. Our Development team can review the video recordings to see the exact situation the customer is encountering.,Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session. As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too. The surveys from screen sharing give us another insight into the customer health.,The reporting is a bit cumbersome. Having to cross reference the three reports before we can associate with CRM information.,9,Greater acceptance of [our] customers' IT means fewer alternatives required and quicker resolution on support cases - so CSAT and NPS rise,GoToAssist,NetSuite CRM+Bomgar is Efficient and EffectiveBomgar Remote Support Software is used by our department to support ourselves and a handful of other department scattered across campus. This is extremely helpful when the issue is urgent and requires immediate attention or there is bad weather that would make the trek across campus difficult or otherwise unpleasant.,Bomgar is easy to use and sessions can be initiated by the user or the technician. Bomgar is compatible with a wide variety of devices and most devices can be Bomgar'd to and Bomgar'd from.,I have no complaints with this product.,10,Bomgar Remote Support Software has improved our response time to issues and increased our overall level of support across the different departments we support. It is convenient for both the technician and the end user when trying to resolve issues quickly.A Bomgar Remote Support ReviewBomgar is our enterprise remote support solution. Our technical reps use it to assist all of our end users remotely. Bomgar addresses our business need for a secure and auditable remote support tool.,Ease of use Capabilities Security,I would like to see a lower installation client package size that would aid in more quickly launching remote support sessions,9,Bomgar is widely adopted by our IT department and our end users. It is expensive, but it is a very robust, compatible, and user-friendly application.Orange you glad you tried Bomgar? I am!Bomgar is currently only in use in one Department with expansion all ready planned. Bomgar has enabled a support structure of one to do the job of an entire team and made that process secure and streamlined. I work in and around regulated data and Bomgar is never a concern being I know where the data is going and have the logs and video to show it.,Security security security! they are in my opinion ahead of the game on level of security offered Extremely easy for my users to interact with me. Simply send them to my internal web page and away we go! Audit logs and trails that will satisfy every thing I want to know and more,I wish they had a little more Ipad support integration however that is not Bomgar's fault!,10,I have been able to better serve my clients and in a more timely fashion As a department of one I support critical data and services and all the machine that information touches so Bomgar has given me that ability in one easy package,,Microsoft Windows Defender Pro,3,1,staff support student support access after hours by support staff ne man support staff available 24x7,ne deep support staff so i use it for everything that has an OS and needs support,i would like to see it used by some others in the organization,10,Yes,Product Features Product Reputation Prior Experience with the Product,Make it happen faster,Implemented in-house,Yes,Change management was minimal,i do not have control over my firewall so the longest part for me included getting the firewall changes in place,10,Yes,10,No,i had been having some issues with getting my ad lookup to function the way i wanted and support did a simple remote session and had it working in less than 5 minuets,a remote support session super easy to make happen,i havent found anything hard to make happen with Bomgar,Yes,10,10Bomgar - For Assisting Users Off-NetworkBomgar is used to remotely share s user's screen through the Internet using a web browser. The user browses to a website where they are asked to enter a session key that is provided by the analyst and then connect. Once the user accepts the terms and opens the connection, the analyst is able to display the remote screen and assist the user.,Allows analysts to fully access a user's PC or Mac to assist with software issues. Is a very secure way to remotely assist user. Allows analyst to see all displays.,The user interface is a bit clunky and could be polished or streamlined. It is difficult at times for the user to download and run the Bomgar program through different web browsers. Can be difficult for the user to access the website based on their web browser.,7,I'm unaware of any positive or negative impacts on our business objectives other than it does help with call resolution when we can assist the user.,XenApp, Microsoft Office 365, Avaya Aura PlatformBomgar Secure remote support tool is topsWe 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,10,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,TeamViewer,ServiceNowGreat for Remote supportAllows me to connect with other people outside of my office and I can help them. We've offered our own services through mobile devices to people in need.,I like how Bomgar gives me and my team the ability for remote support to any system or mobile device, anywhere We can connect quickly to remote PCs and devices, see the screen and control the device, and have support whether we are on or off the network. We have support whether we are on or off the network.,I would say the thing I like the thing I like the least about this software is the price Using Bomgar when a system is infected with malware is challenging. If you leave it open long enough without actively using it, there is this annoying pop up that appears.,7,Just being able to hop on an end-user's device to troubleshoot makes the whole process so much easier. Showing the end-user what you're doing without hunching over their device in-person I recall the process to gain access to the end-user's machine was extensive and confusing to the end-user at timesReview of Bomgar remote SupportWe use Bomgar for IT support for our organization. We use it to remote into PCs to resolve issues. This enables us to resolve issues with computers remotely in most cases. Our service desk, Tier 2 and Tier 3 information management teams use Bomgar Remote Support software to do a variety of things against remote PCs. It saves time, enables us to resolve issues whether or not the user is available, and simplifies the remote support process.,I remoted into an unmanned PC this afternoon using the jump client and was able to resolve a high urgency issue. Once I initiated the connection it went right in and I was able to work. No lag and not delay either. We also can send an email to a user have them use the link to access a PC across the internet that is not on our network. This is really good for out of band support. The chat and file transfer functions are really there to communicate to the user and to transfer files to the remote PC or back to some other location.,It would be great if it had wake on LAN functionality. That way you could power up a PC that is powered off and do your work, then power it back off. All without bothering the user. Sometimes when updating the client it does not go as smooth as one would like. IT would be nice for the client to detect that there is a new client available and download it, giving the user the option of installing. Upgrading the client on the console is not that easy to do either. Have had to get Bomgar support involved to get it done on at least one instance. It really should be easier.,8,This has really assisted us in being able to remote into a PC rather than having to drive there or to travel there. We had our first international ticket come through this afternoon for a pc in a South American country. That was interesting. It is not cheap, it will cost you plenty. But what other product has the versatility that Bomgar has?,DameWare Remote Support,DameWare Remote Support, Symantec pcAnywhere, TeamViewerNon-profit volunteer supportBomgar is used to support volunteers with their access to our internal email system and infrastructure.,Ease of use - volunteers are easily able to initiate a support session to get their issues resolved. It leaves no trace - after the completion of a standard support message, nothing is left on the volunteer's machine, no software has to be permanently installed. Security - It has an accurate audit trail, and is very secure.,Price - I hate to say this, but it was the only stumbling block for us. Bomgar's expensive, but it is worth every penny.,10,It has all been positive. Yes it is an expense, but it ends up saving time and money in the long run. Our users are much happier now that I can remotely control their devices to assist them with issues.,TeamViewerTo Bomgar or not to Bomgar!Bomgar is being used at the IT Service Desk to provide support to devices remotely. It addresses problems of not being able to see what users are able to see when providing device related support.,Connections to multitude number of devices Being able to screen share Being able to use chat,n/a n/a n/a,10,Able to resolve most things at first point of contact saving resources from a 2nd line perspective. Increased customer satisfaction due to being able to be more efficient in resolving most issues. Overall efficiency of all Service Desk operatives have increased,Great, easy software!I use the software to securely remote into a client's environment.,Transferring files from one environment to another Ease of use Fast,Sensitivity to wifi,10,Turnaround on work is much faster since it is easy to connect and work,,Citrix NetScaler Access GatewayBomgar - A key to our success for the last decadeWe use Bomgar Remote Support to provide our techs remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy to use interface allows for use with almost zero training. The ability to share a remote session or hand off sessions between reps is very nice. The rep client can be a little buggy sometimes but overall it works consistently.,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.,The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job. The rep client software can be a little buggy. Some times it crashes or locks up when using it. The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.,9,We've used Bomgar for 10 years. Our company was probably too small when we started using it but over the years we have grown. As our team has gotten bigger we rely more heavily on bomgar and it's become an indispensable tool. It saves us a tremendous amount of time / cost over having to go onsite as any remote screen sharing tool will do. The ability to easily and security manage remote access to hundreds of computers over dozens of different companies is a huge benefit to our company.,,FileMaker Pro, SamepageMoving to Bomgar, just a better investment.Supporting clients is always a challenging task, especially when you are supporting individuals, that are outside your organization. In my area of IT that is what we do every day, supporting users that are outside of our organization. Our budget is limited and our personnel resources are stretched thin just like most IT support groups. We had been using one of Bomgar’s competitors but the licensing was putting excessive strain on our budget and they the only thing the competitor was offering was extra fees for services that we would lose if we did not pay them. So I came across Bomgar and was able to demo their product. It fit my needs and budget perfectly. I was able to easily provide an ROI and get Bomgar integrated in quickly. Now Bomgar is not only my team’s primary remote access tool, other departments within my company have purchased licenses so that they too can benefit from this great resource. Bomgar has easily replaced my old remote support tool and helped not only save my budget but others within my company as well.,The ability to transfer files within the Bomgar application has been key to our success. Creating "canned scripts" allows us to run rather lengthy powershell scripts with ease. We using our recorded sessions for training purposes as well as working with our vendors.,Some clients will have UAC enabled on their PC's and the black out screen seems unnecessary, the remote user should not be blocked, but rather allowed to click the okay on the notification. Bomgar is the only remote application I have used that does this and it is frustrating.,9,We had been using one of Bomgar's competitors but the licensing was putting excessive strain on our budget and they the only thing the competitor was offering was extra fees for services that we would lose if we did not pay them. So I came across Bomgar and was able to demo their product. It fit my needs and budget perfectly. I was able to easily provide an ROI and get Bomgar integrated in quickly.,LogMeIn Rescue,9,10Bomgar is the best solution for branch office support.The University of Tennessee Institute of Agriculture uses Bomgar to support approximately 1000 users located in over 100 offices throughout the state of Tennessee. We support OS and software issues on desktops, laptops and servers. This system has allowed us to reduce our support travel expenses by 75% and greatly increase the speed of response to IT issues. We also allow non-technical staff to use the system to support/train distant employees. This system was so successful, that the main campus IT helpdesk has now incorporated their own unit for student/faculty support.,Ability to connect to pc's regardless of carrier or firewalls. Ability to connect to pc's during off hours when employees are not at their desk. Ability to connect using multiple devices. (IOS, PC, Mac),I would like to see a voice chat capability added to the system. I would like to have access to canned scripts through a web interface. This would be useful those limited times I am actually working on a pc in person. I would like to be able to use files in the filestore for canned scripts rather than having to upload them a second time.,10,75% decrease in support travel expenses. Travel is now only needed for hardware/network issues. Increase in response time to customers. We no longer have to schedule a trip (which could take up to a week to work in). We can now correct issues in a matter of minutes. This greatly reduces employee downtime. Less time wasted in travel. Some offices that I support are 3-4 hours away. I have now reclaimed those hours for other projects.,,1,10,Implemented in-house,No,10,10
  3. BeyondTrust Remote Support (formerly Bomgar) Reviews
Windows, Linux, Mac
BeyondTrust Remote Support (formerly Bomgar)
167 Ratings
Score 8.0 out of 101
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BeyondTrust Remote Support (formerly Bomgar) Reviews

BeyondTrust Remote Support (formerly Bomgar)
167 Ratings
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Score 8.0 out of 101

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J. D. Steiger profile photo
August 05, 2019

Rockin IT with Bomgar

J. D. Steiger
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons as well.
  • Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this.
  • Scripting reduces the time to deploy software
  • One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable.
  • Cannot use multiple resource files in a script and not enough space for storing the resource files.
It is extremely well suited for desktop and laptop computer access. I have not used it for mobile devices but other colleagues say that it could use a significant amount of improvement in that area. The interface on mobile devices is clunky and slow. Other comments I have heard are that there are a number of disconnects that occur on mobile devices. Specifically android devices.
Read J. D. Steiger's full review
Alan Glenister MBCS profile photo
August 05, 2019

It's not Marmite (everyone loves it)

Alan Glenister MBCS
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar in the ICT department to take control of various corporate PC's across the campus and at remote campuses to reduce the need for desk side visits.
  • Brings many remote support tools into one location making it easier to use for for both our less experienced technicians and our technical experts.
  • The reporting features of Bomgar, in particular session recording is a great tool to record complex issues.
  • Canned Scripts are excellent for reducing the time to deploy various utilities and software.
  • I would like to see the ability for individual canned scripts to be able to use more than one resource file.
  • I would like to see a 'wysiwyg' editor for the Public Site Web Template (in addition to the html editor).
  • I would like to have more space for canned script resource files.
The obvious use for this product is to take over control of a remote computer to investigate issues and/or to train clients on how to use various software but the other utilities built into Bomgar should not be over looked. As an example, we can remotely check various resources of a PC when a request comes in for demanding software (such as molecular modeling software) to ensure the PC in question is of sufficient specification.
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Jason Dixon profile photo
August 09, 2019

Bomgar Remote Support Software Review

Jason Dixon
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software makes life easier. It's very easy to connect with others and have a look at the issue, rather than guess what it is. I use it daily!
  • Easy connection.
  • Admin support.
  • Option for a great report with the survey.
  • Bigger screen resolution.
  • Mobile phone support - it could be in play already I just don't use it.
  • Can't think of a third.
Well suited: Remote support.

Not suited - Assisting with a video call like Skype, because I can't hear the volume.
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Brian Sossamon profile photo
March 27, 2019

BeyondTrust Remote Support

Brian Sossamon
Score 10 out of 10
Vetted Review
Verified User
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We use it as our primary remote support service to help troubleshoot and fix issues with our users. This product is used by our entire IT Department. It helps with immediate or rapid support from our team to our end users.
  • Remote support service.
  • File sharing.
  • Desktop and screen sharing.
  • None that I can tell.
For a small support team for schools this product is invaluable! We don't always have time to leave our desks to travel across the campus, and being able to remote into a machine as tickets arrive has saved us time on our support calls.
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No photo available
April 26, 2019

Bomgar, now BeyondTrust, provides easy remote support

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software is only used by the IT department to support end users and to gain unattended remote access to manage the servers in our environment. It enables our support technicians to assist users on any platform from anywhere.
  • Support from anywhere.
  • Support for any platform.
  • Support to anywhere.
  • The one functionality that was missing, being able to blank the end user's screen while working on it, has been added back in the most current release. I have no complaints now.
Bomgar is now part of BeyondTrust. The Remote Support Software is easily used for end-user support, both attended and unattended.
Our institution also uses it for unattended server support and maintenance situations as well. With the blank screen functionality
back in the product, it is easier to work on an end-user's computer to
update some features.
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No photo available
August 16, 2019

Great, professional looking remote support with some limitations

Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source
Remote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.
  • Support Sessions are easy to set up
  • Configuration was simple
  • Upgrades are easily implemented
  • Un-attended remote sessions are not possible without paying for extra tools
  • Client upgrades can be finicky
Well suited for remote access to devices in remote locations where a user would need assistance. It is not well suited for IOS remote support.
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No photo available
February 12, 2019

Will this remote connection tool "blow your mind"?

Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar to connect remotely to client computers. This tool allows us to further troubleshoot issues before sending tickets to an onsite tech.
  • Bomgar allows us to take control of a computer remotely using a website.
  • Users can access the website from anywhere.
  • We are able to elevate rights and use admin credentials if needed through to the Bomgar console.
  • Entering admin credentials through the console is not always very easy.
  • It can be difficult to get users to navigate to the correct Bomgar webpage.
  • Switching monitors for users who use multiple screens is not very easy.
Bomgar is great for companies that have users who work both at home and in an office setting. The ability to use a webpage for connection makes this simple. It is not as easy to use for people who are using multiple monitors or those who are not "tech savvy".
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November 26, 2018

****Great application for remote help for all types of users****

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source
The main business problems we are solving is that of being able to more reliably remote to customer's computers.
We use Bomgar so that we can see the end user's machine and essentially do the work ourselves if needed versus trying to have the end user do the work.
  • You can use it to screen share on multiple platforms.
  • The amount of information that you can collect from a customer's computer without even screen sharing is immense.
  • Sometimes it takes multiple steps to get approved to fully control the user's computer. This is probably because of their security settings but it's annoying.
  • Auto Times out after inactivity if there are no sessions in progress.
I would recommend this program if you are looking for an easy to use remote support system that will allow outside employees or staff to remotely access in-office computers. This is particularly helpful for an IT service desk.

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Andrew Breyen profile photo
August 06, 2018

Ease of use

Andrew Breyen
Score 8 out of 10
Vetted Review
Verified User
Review Source
Bomgar is used to remote different users across oour two campuses. It makes it easy to contact a user, ask for their machine asset tag, and quickly and securely remote into their PC. Because we are able to have this be a solution we can deploy across campus, it works very well.
  • Security and user confirmation for accepting screen share
  • Char and sharing files
  • Latency is next to none
  • Refresh button gone in latest update
  • Make it easier to remove the sidebar completely
  • Integration with more of our tools
It is very helpful for deployment across our two campuses. We can remote from CSB campus to SJU campus and even remote to users off campus, and overseas, so long as they have reliable internet access. Because we can do this so quickly and easily, the user sees little struggle when they need to initiate a remote session. They simply provide the IT Staff with the 5 digit asset tag and we can look it up.
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Kevin Baldwin profile photo
July 20, 2018

Bomgar - The Game Changer

Kevin Baldwin
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar was brought in as a remote appliance but it has turned in to so much more. I call it the game changer for us. It interlaces well with our Kace K1 appliance and the interface is simple to use, even for the novice. As we progressed in our usage, we saw the value in allowing outside vendors the ability to use jump clients on servers they frequent. This also worked well for internal departments who needed the same great secure access to internal infrastructures like HVAC controllers. But what impressed me the most about Bomgar was our rollout of the chat feature to our users. Now we chat with our end users and sometimes, fix issues without having to even make a connection to their machine. And our students even get in on this, not just from the campus but from their homes. To help a student who can't register for class when they are out of ideas and fretting at the last minute, miles or even states away, well that is a game changer.
  • The ease of remote access Bomgar allows is second to none. You have many options when it comes to remote support from the Bomgar button on the end user side to manual entry of that machine's ID or IP address. If you want to use RDP, they do that too.
  • Performance is always up for discussion when all situations and networks are different. But when we were seeing connection and graphics issues with 2 other remote solutions, Bomgar just worked and did it well.
  • If features are your thing, Bomgar has that and then some. And they are always adding to the toolbag. They are more than remote access and I see their role increasing and the tools too.
  • 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.
Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when students have issues with passwords or registration and they need a little assistance. And Bomgar works across many platforms, no worries if the student needs help on their tablet or pc or Mac. We can connect to their home devices regardless.
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Kendall Pegg profile photo
July 23, 2018

Bomgar - don't try supporting remote users without it.

Kendall Pegg
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have 150 local network accessible users running the jump client we can access without requiring user assistance. We have 70,000 customers and any other remote system that we can gain access to via the web portal. We use the presentation portion of the application frequently to share a desktop for multiple users to view. Bomgar Remote Support Software is an awesome application that has made remote access/management of system a breeze. Can't imagine having to work without it.
  • Allows groups to be set up and limit system access by the group.
  • Ability to wake system at remote locations if one system with the client loaded is running at the remote location.
  • Ability have multiple users log into one remote system.
  • Ability to transfer access to another user.
  • Web browser access to support agents devices when the application is not available.
  • System is difficult to set up initially without assistance from Bomgar support.
  • System remote access can only be limited by groups not per user.
  • Sometimes difficult to find options when administering the system.
The application is well suited for instances when random outside users need support. Remote users needing assistance do not need any software loaded, just access the support web site or you can send them an email with a link. They load a small temporary client application and magically you have access to their system.
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Jeremy Stephens profile photo
July 21, 2018

Screen share means faster resolution means higher CSAT means higher renewal rate and higher bonus

Jeremy Stephens
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our company switched to Bomgar several years ago. Our Customer Support team used it to screen share with customers and it was much more accepted by our customers' IT team. Since then our professional services team and internal IT adopted. Our Development team can review the video recordings to see the exact situation the customer is encountering.
  • Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session.
  • As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too.
  • The surveys from screen sharing give us another insight into the customer health.
  • The reporting is a bit cumbersome. Having to cross reference the three reports before we can associate with CRM information.
We find even the banks and financial services firms are receptive to using the screen sharing. They place strict restrictions on accessing their data instance, in some cases hosting on premise instead of cloud. But their IT accepts the Bomgar tool for screen sharing to help resolve support questions.
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Hunter Rice profile photo
July 21, 2018

Bomgar is Efficient and Effective

Hunter Rice
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software is used by our department to support ourselves and a handful of other department scattered across campus. This is extremely helpful when the issue is urgent and requires immediate attention or there is bad weather that would make the trek across campus difficult or otherwise unpleasant.
  • Bomgar is easy to use and sessions can be initiated by the user or the technician.
  • Bomgar is compatible with a wide variety of devices and most devices can be Bomgar'd to and Bomgar'd from.
  • I have no complaints with this product.
Bomgar Remote Support Software works for our group size but could be scaled up very easily to support an even larger user base. It allows me to provide support to users no matter were I am located, whether I am at my desktop at work, at home, or on my phone so it has a vast number of use cases.
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Davin Estrella profile photo
July 21, 2018

A Bomgar Remote Support Review

Davin Estrella
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar is our enterprise remote support solution. Our technical reps use it to assist all of our end users remotely. Bomgar addresses our business need for a secure and auditable remote support tool.
  • Ease of use
  • Capabilities
  • Security
  • I would like to see a lower installation client package size that would aid in more quickly launching remote support sessions
Bomgar has a very robust feature set, and is suited for a large scale enterprise-wide deployment. It is probably less appropriate for very small businesses.
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Brian Bard profile photo
July 20, 2018

Orange you glad you tried Bomgar? I am!

Brian Bard
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar is currently only in use in one Department with expansion all ready planned. Bomgar has enabled a support structure of one to do the job of an entire team and made that process secure and streamlined. I work in and around regulated data and Bomgar is never a concern being I know where the data is going and have the logs and video to show it.
  • Security security security! they are in my opinion ahead of the game on level of security offered
  • Extremely easy for my users to interact with me. Simply send them to my internal web page and away we go!
  • Audit logs and trails that will satisfy every thing I want to know and more
  • I wish they had a little more Ipad support integration however that is not Bomgar's fault!
I don't know of any place that would need to do remote support that this would not be my tool of choice!
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Michael Wachter profile photo
March 16, 2018

Bomgar - For Assisting Users Off-Network

Michael Wachter
Score 7 out of 10
Vetted Review
Verified User
Review Source
Bomgar is used to remotely share s user's screen through the Internet using a web browser. The user browses to a website where they are asked to enter a session key that is provided by the analyst and then connect. Once the user accepts the terms and opens the connection, the analyst is able to display the remote screen and assist the user.
  • Allows analysts to fully access a user's PC or Mac to assist with software issues.
  • Is a very secure way to remotely assist user.
  • Allows analyst to see all displays.
  • The user interface is a bit clunky and could be polished or streamlined.
  • It is difficult at times for the user to download and run the Bomgar program through different web browsers.
  • Can be difficult for the user to access the website based on their web browser.
Bomgar is most appropriate when assisting users who are not connected to the same network and/or work remotely. They only require a web browser to access Bomgar and allow the remote connection.

Bomgar is not suited for users who are connected on the same network as there are other, simpler applications that would work better.
Read Michael Wachter's full review
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July 27, 2018

Bomgar Secure remote support tool is tops

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Well suited for both small and large organizations. Licensing costs are per concurrent technician usage so it scales well for all organizations.

Chat support still needs some improvement in terms of set chat hours and multilingual support (which is a 3rd party additional cost add-on)
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May 24, 2018

Great for Remote support

Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source
Allows me to connect with other people outside of my office and I can help them. We've offered our own services through mobile devices to people in need.
  • I like how Bomgar gives me and my team the ability for remote support to any system or mobile device, anywhere
  • We can connect quickly to remote PCs and devices, see the screen and control the device, and have support whether we are on or off the network.
  • We have support whether we are on or off the network.
  • I would say the thing I like the thing I like the least about this software is the price
  • Using Bomgar when a system is infected with malware is challenging.
  • If you leave it open long enough without actively using it, there is this annoying pop up that appears.

Great for real-time IT support

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Michael Rhodes profile photo
December 18, 2017

Review of Bomgar remote Support

Michael Rhodes
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar for IT support for our organization. We use it to remote into PCs to resolve issues. This enables us to resolve issues with computers remotely in most cases. Our service desk, Tier 2 and Tier 3 information management teams use Bomgar Remote Support software to do a variety of things against remote PCs. It saves time, enables us to resolve issues whether or not the user is available, and simplifies the remote support process.
  • I remoted into an unmanned PC this afternoon using the jump client and was able to resolve a high urgency issue. Once I initiated the connection it went right in and I was able to work. No lag and not delay either.
  • We also can send an email to a user have them use the link to access a PC across the internet that is not on our network. This is really good for out of band support.
  • The chat and file transfer functions are really there to communicate to the user and to transfer files to the remote PC or back to some other location.
  • It would be great if it had wake on LAN functionality. That way you could power up a PC that is powered off and do your work, then power it back off. All without bothering the user.
  • Sometimes when updating the client it does not go as smooth as one would like. IT would be nice for the client to detect that there is a new client available and download it, giving the user the option of installing.
  • Upgrading the client on the console is not that easy to do either. Have had to get Bomgar support involved to get it done on at least one instance. It really should be easier.
Appropriate for off-network remote support, on network remote support, transferring files to a PC or server; works on VPN as well. This works well when your bandwidth is sufficient. The jump client is great for handling unmanned stations, headless systems, and autologin systems. I have not had the opportunity to use against a mobile device or non-Windows operating systems.
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Russell Long profile photo
August 30, 2017

Non-profit volunteer support

Russell Long
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar is used to support volunteers with their access to our internal email system and infrastructure.
  • Ease of use - volunteers are easily able to initiate a support session to get their issues resolved.
  • It leaves no trace - after the completion of a standard support message, nothing is left on the volunteer's machine, no software has to be permanently installed.
  • Security - It has an accurate audit trail, and is very secure.
  • Price - I hate to say this, but it was the only stumbling block for us. Bomgar's expensive, but it is worth every penny.
I truly could not support my users without Bomgar. We're an organization spread over an entire state, and several of our users are not very computer-savvy. With Bomgar it is easy for them to initiate a support session, and from there, I can resolve the rest of their issues.
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December 13, 2017

To Bomgar or not to Bomgar!

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar is being used at the IT Service Desk to provide support to devices remotely. It addresses problems of not being able to see what users are able to see when providing device related support.
  • Connections to multitude number of devices
  • Being able to screen share
  • Being able to use chat
  • n/a
  • n/a
  • n/a
Excellent for being able to see what the users are seeing on a large number of devices. We don't have a specific BYOD policy as such but it really helps when you can try to support as many devices as possible. Chat is also great, especially when supporting users that are in areas when phones are not always available such as libraries. The whole support scenarios also act as a useful training tool for our users. We not only resolve most issues remotely but it also gives us an opportunity to train our users to resolve most problems of the same nature in the future. The fact that it works for most configurations and systems allows us to support staff and students worldwide.
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December 12, 2017

Great, easy software!

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source
I use the software to securely remote into a client's environment.
  • Transferring files from one environment to another
  • Ease of use
  • Fast
  • Sensitivity to wifi
The software is easy to use and doesn't take long to connect. I haven't used it with multiple users at one time so I am not sure how suited it is for that.
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Patrick Cranston profile photo
July 06, 2017

Bomgar - A key to our success for the last decade

Patrick Cranston
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar Remote Support to provide our techs remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy to use interface allows for use with almost zero training. The ability to share a remote session or hand off sessions between reps is very nice. The rep client can be a little buggy sometimes but overall it works consistently.
  • 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.
  • The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
  • The rep client software can be a little buggy. Some times it crashes or locks up when using it.
  • The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.
[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.
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Tim Thomson profile photo
April 27, 2016

Moving to Bomgar, just a better investment.

Tim Thomson
Score 9 out of 10
Vetted Review
Verified User
Review Source
Supporting clients is always a challenging task, especially when you are supporting individuals, that are outside your organization. In my area of IT that is what we do every day, supporting users that are outside of our organization. Our budget is limited and our personnel resources are stretched thin just like most IT support groups. We had been using one of Bomgar’s competitors but the licensing was putting excessive strain on our budget and they the only thing the competitor was offering was extra fees for services that we would lose if we did not pay them. So I came across Bomgar and was able to demo their product. It fit my needs and budget perfectly. I was able to easily provide an ROI and get Bomgar integrated in quickly. Now Bomgar is not only my team’s primary remote access tool, other departments within my company have purchased licenses so that they too can benefit from this great resource. Bomgar has easily replaced my old remote support tool and helped not only save my budget but others within my company as well.
  • The ability to transfer files within the Bomgar application has been key to our success.
  • Creating "canned scripts" allows us to run rather lengthy powershell scripts with ease.
  • We using our recorded sessions for training purposes as well as working with our vendors.
  • Some clients will have UAC enabled on their PC's and the black out screen seems unnecessary, the remote user should not be blocked, but rather allowed to click the okay on the notification. Bomgar is the only remote application I have used that does this and it is frustrating.
At my company we started using Bomgar with the express intent that it would only be used for supporting our remote clients. That being said, after our internal teams used it they quickly wanted to convert over to it from the internal system they were using. I really believe Bomgar is one our company's greatest finds.
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Cam Philbeck profile photo
December 16, 2015

Bomgar is the best solution for branch office support.

Cam Philbeck
Score 10 out of 10
Vetted Review
Verified User
Review Source
The University of Tennessee Institute of Agriculture uses Bomgar to support approximately 1000 users located in over 100 offices throughout the state of Tennessee. We support OS and software issues on desktops, laptops and servers. This system has allowed us to reduce our support travel expenses by 75% and greatly increase the speed of response to IT issues. We also allow non-technical staff to use the system to support/train distant employees. This system was so successful, that the main campus IT helpdesk has now incorporated their own unit for student/faculty support.
  • Ability to connect to pc's regardless of carrier or firewalls.
  • Ability to connect to pc's during off hours when employees are not at their desk.
  • Ability to connect using multiple devices. (IOS, PC, Mac)
  • I would like to see a voice chat capability added to the system.
  • I would like to have access to canned scripts through a web interface. This would be useful those limited times I am actually working on a pc in person.
  • I would like to be able to use files in the filestore for canned scripts rather than having to upload them a second time.
This system is perfect for a helpdesk environment that must support customers in a large geographic area. It works well on virtually all systems regardless of the Internet provider. The only locations that I have ever had issues are those that are extremely tight on security and refuse to allow the Bomgar software to run on their network. (whitelisting)
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BeyondTrust Remote Support (formerly Bomgar) Scorecard Summary

Likelihood to Recommend (167)
8.0
Likelihood to Renew (64)
10.0
Usability (21)
8.3
Availability (9)
8.8
Performance (7)
8.4
Support (20)
8.2
In-Person Training (1)
9.1
Online Training (3)
8.8
Implementation (13)
9.6
Product Scalability (5)
9.1

Feature Scorecard Summary

Screen sharing (36)
8.4
File transfer (34)
8.4
Instant message (34)
7.5
Secure remote access with Smart Card authentication (7)
7.3
Access to sleeping/powered-off computers (20)
6.8
Over-the-Internet remote session (36)
8.5
Initiate remote control from mobile (24)
8.4
Remote management of servers & workstations (26)
7.6
Remote Active Directory® management (12)
8.0
Centralized management dashboard (19)
7.1
Session record (31)
7.7
Annotations (23)
7.3
Monitoring and Alerts (18)
7.7
Multi-platform remote control (26)
8.7

About BeyondTrust Remote Support (formerly Bomgar)

BeyondTrust says it helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.

BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of their cloud deployment gives users cloud without compromise.

With BeyondTrust, users can support all of their systems over the web, even if they are behind firewalls they don't control. The vendor’s value proposition is that their solution enables support teams to reduce the amount of time spent on incident handling since it is done via one solution. Technicians can support remote computers running Windows, Mac, and Linux … or mobile devices running Android, iOS, or BlackBerry. Additionally, they can offer support from their preferred device, even if it's an Android tablet or iPad.

Categories:  Remote Desktop

BeyondTrust Remote Support (formerly Bomgar) Features

Remote Administration Features
Has featureScreen sharing
Has featureFile transfer
Has featureInstant message
Has featureSecure remote access with Smart Card authentication
Has featureAccess to sleeping/powered-off computers
Has featureOver-the-Internet remote session
Has featureInitiate remote control from mobile
Has featureRemote management of servers & workstations
Has featureRemote Active Directory® management
Has featureCentralized management dashboard
Has featureSession record
Has featureAnnotations
Has featureMonitoring and Alerts
Has featureMulti-platform remote control

BeyondTrust Remote Support (formerly Bomgar) Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No
EditionPricing DetailsTerms
Bomgar Connect$49/mo per license

BeyondTrust Remote Support (formerly Bomgar) Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux, Mac
Mobile Application:Apple iOS, Android, Blackberry