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BeyondTrust Remote Support

BeyondTrust Remote Support
Formerly Bomgar

Overview

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (formerly Bomgar) 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.…

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Recent Reviews

TrustRadius Insights

Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive …
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Very robust

9 out of 10
May 15, 2022
Incentivized
BeyondTrust Remote Support (also known as Bomgar) in our organization was used to resolve several support complexities that were …
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Saved my bacon

9 out of 10
June 24, 2020
We absolutely love Bomgar, or I guess now BeyondTrust Remote Support. It makes my job possible from almost anywhere. I can support someone …
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Best in class!

9 out of 10
October 01, 2019
We use it for remote support for PC, VDI and mobile devices. It saves us time to control these devices remotely to optimize and speed up …
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Rockin IT with Bomgar

8 out of 10
August 05, 2019
We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 5 features
  • Instant message (45)
    9.9
    99%
  • File transfer (44)
    9.9
    99%
  • Annotations (30)
    9.0
    90%
  • Session record (38)
    9.0
    90%
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Pricing

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N/A
Unavailable

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (formerly Bomgar) 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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is RemotePC?

RemotePC is a remote access solution that allows consumers, businesses and IT professionals to access and control their PCs & Macs remotely from any device including iOS/Android. Connect to remote computers to work from home or anywhere. RemotePC lets the user access remote computers directly via…

What is ServiceMax?

ServiceMax’s mission is to help customers with asset-centric field service management software. ServiceMax’s mobile apps and cloud-based software provide an overview of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the…

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Product Demos

Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo

YouTube

Cherwell CSM + Remote Support

YouTube
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Features

Remote Administration

Remote administration software is used to control a computer from a remote location.

9.5
Avg 8.8
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Product Details

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (formerly Bomgar) 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.

BeyondTrust Remote Support Features

Remote Administration Features

  • Supported: File transfer
  • Supported: Instant message
  • Supported: Access to sleeping/powered-off computers
  • Supported: Session record
  • Supported: Annotations

BeyondTrust Remote Support Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

GoTo Resolve, LogMeIn Rescue by GoTo, and TeamViewer are common alternatives for BeyondTrust Remote Support.

Reviewers rate Access to sleeping/powered-off computers highest, with a score of 10.

The most common users of BeyondTrust Remote Support are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(214)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive experiences with Bomgar, noting its user-friendliness and responsiveness. The software enables efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits. Bomgar is utilized by IT departments and support teams to resolve issues with internal servers, workstations, and software programs. It also facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. The product supports multiple platforms, including Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external users. Additionally, Bomgar's chat feature allows for remote issue resolution without connecting to the user's machine, benefiting end users and students. Overall, Bomgar has proven to be a valuable tool for organizations by providing secure remote access and enhancing their ability to efficiently support their users and systems.

Users commonly recommend Bomgar for its robustness and versatility across multiple devices. They suggest using Bomgar for desktop support and remote access, as well as for easy-to-use remote support and customer service. Users also recommend trying out Bomgar's trial version and seeking feedback from experienced users to get a better understanding of the product. They praise Bomgar as a reliable and secure remote support tool with extensive experience and innovation in the field. In addition, users highly recommend Bomgar for its user-friendly interface and secure remote connections. They emphasize the importance of proper training and implementation before deploying Bomgar for remote support of user machines. Users find Bomgar particularly useful for low bandwidth connections, thanks to its directory of computers and web portal.

Furthermore, users express satisfaction with Bomgar's support features as they alleviate frustration and increase customer confidence. They appreciate its all-in-one tools for diagnostics, repairs, backups, and more. Responsive remote support is highlighted as another positive aspect of Bomgar, along with its reputation as a secure product that can be relied on. Users highly recommend Bomgar for its excellent features and expandability, citing increased staff productivity as one of the potential benefits. Comparing it to other remote support tools like GoToMeeting and TeamViewer, users believe Bomgar stands out in terms of user-friendliness and top-notch security.

BeyondTrust Remote Support is also mentioned positively as an efficient tool for addressing customer needs remotely. However, some users recommend trying other solutions before settling on BeyondTrust Remote Support. Overall, users think Bomgar is an excellent product that offers secure screen sharing, straight-to-the-point functionality, and suitability for remote access support.

Despite some concerns about high yearly maintenance costs, users still recommend Bomgar for its security features, multi-OS support, and usability for support teams in terms of screen sharing and remote administration. Additionally, users appreciate the outstanding qualities of the software in terms of performance, making it their preferred choice over other remote solutions. They advise others to take advantage of the demo and training provided by Bomgar, which adds to the positive experience of remote support and ease of use for phone remote connection and management. Users also consider the support provided during installation, setup, and customization as praise-worthy.

Attribute Ratings

Reviews

(51-75 of 106)
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November 11, 2015

Bomgar is the Bomb!

Jeff Bachus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar for supporting our clients with our customized Bomgar buttons. We also use Bomgar pin clients for our in-house servers and work stations. We also have a customized support portal where our clients can go and seek remote support for the staff who is online.
  • Canned messages make a great tool for users that need to have some questions answered and would rather not pick up the phone to call us.
  • The canned scripts make it very useful when installing applications or patches for our users and it goes much quicker than downloading from our other websites.
  • The file store is always a good thing to have, that way we can add our software and other types of software where we can go directly to the source for download.
  • I wish the file store could be password protected.
  • Some better training.
We added the Bomgar button to our file store and we can always tell our customer to go there and download it, then we can connect to them using a session key.
Score 10 out of 10
Vetted Review
Reseller
Bomgar is used by whole organization, we are using it to support our customers around the world. We reduced our onsite IT support visits around 70% with Bomgar. As we are an IT consultancy company, we sold Bomgar to many customers, like ministries, educational institutions, health, finance and hospitality organizations. All of them have given very positive feedback. It is a great device for remote support services.
  • Operating System Independent support
  • Access anytime, anywhere, from any operating system or smartphone and tablet
  • Secure way to provide and to get remote support
  • Make life easier for IT professionals
  • To be honest, didn't find any weakness for now, each update is enhancing Bomgar functionalities
Bomgar is an appliance which is needed by every IT department or any IT related support and service department.
September 30, 2015

Bomgar! Enough said

Brandon Christensen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar to connect remotely to workstations, servers, and even PowerStations across the country and even through Canada. We use the software to help fix issues the recycling yards are experiencing by connecting remotely through a trusted software. We also use it as a teaching tool to help show how to use our services. The big problem that it does address is it gives our customers the peace of mind that we are not saving this connection with them. We have to get their permission to get on the system, give them a key and get us on. There are multiple verifications that the user can see that they are connecting to who they are talking to on the phone.
  • How easy it is to learn and use the software. Within a few minutes of hands on experience, I was able to grasp all that it can do for me.
  • Puts customers at ease that we are not using a free 3rd party to connect remotely to their system. We are taking their privacy into affect and we are building that trust with the customer
  • Customizable to fit our needs within the company. Able to add categories that different types of support can use as well as give us the option to stay "pinned" to the customers that give us permission for quicker access to resolve issues.
  • Make it a trusted application for all anti-virus and spyware removal tools. There have been a couple times where a computer has an antivirus or spyware removal tool and thinks BOMGAR is a virus/spyware and need the customer to spend a couple more seconds clicking away and giving permission for us to connect.
  • Would like to see the screen adjust properly when connecting to a computer that has a different screen resolution. I use a big computer monitor and when I connect to what seems like a 10" monitor at a recycling yard, I am squinting to see what I am doing, even when I go full screen during the session
  • To be able to chat with other representatives within the company that are logged into the system. Better communication on who is what system and pass along sessions without having to email/call that other representative for help/guidance.
August 24, 2015

Fan of Bomgar

Score 8 out of 10
Vetted Review
Reseller
Bomgar fits in our solutions, because of the integration into several ITSM tools. We get in contact with our customers to have a solutions which optimize first level support. Furthermore we found customers who were looking for a reliable and secure solution. Internally we use it to support our co-workers and I am really happy that we have this solution in place to get help, chat whatever I need.
  • 3rd party access - an easy and secure way to support solutions for customer satisfaction
  • Multiplatform - we are working with Mac and i-devices and everything works well
  • Chat - this is a quick and modern way to keep the customer informed and involved in activities
  • Jump client - mobil devices are becoming more and more prevalent and they need to be supported as well
  • The ITSM tool could be developed a little more
  • Voice integration - It would be nice if it included a voice communication capability.
Less suited is the the training because of missing voice; 3rd level support fits perfect, you are always able to refuse or accept activities from the support. You can predefine a lot of things fits into your support strategie (from company view).
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar on every PC in the company (1400). It is great to quickly fix problems and a great feature that an end user without it installed can go to the website we provide and we can access the PC. It is also used for screen sharing during conference calls.
  • Easy to access multiple screens of a pc
  • Instant Messaging is a great feature to inform someone that you are working on their problem without having to call.
  • Allowing certain users different levels of access to prevent things being done that shouldn't be.
  • Speed of searching and connecting
  • Option to automatically leave and disconnect a session if left open too long or closing the program without doing so first.
  • During IM session, on screen keyboard would be beneficial in the future; in our environment, our registers do not have keyboards attached so an end user cannot reply to a question or acknowledge they have read our message
Bomgar has virtually eliminated the need for the other three remote applications we used previously because those three each had specific features that Bomgar has in one application.
Score 10 out of 10
Vetted Review
Verified User
Currently being used internally only for all of our enterprise support teams as well as multiple 2nd and 3rd level teams.
  • Ease of use for both the rep using it, as well as our end users who need a simplified method of getting support.
  • Very secure and easy on system and network resources
  • Features, features, features! all at your fingertips. Everything from the current pc states, event logs, and single-click launching to customized scripts and file transfers. Without a doubt, the most easy to use and feature rich solution out there.
  • The absolute BEST support i have ever experienced. True support after the sale. very quick, efficient, friendly, and competent!
  • Better reporting for some of the better features, such as reporting of their canned scripts.
  • Better administration of the support teams. The ability to limit the hours when an end user can actually enter into a support team's queue.
We have used numerous remote assistance tools, this is by far the best solution out there.
Nathan Harvey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Our IT Support department uses Bomgar to support our branches. Our employees in our branches initiate a chat with us through our support portal and during the chat we can initiate screen sharing to help the branch employee. It is very helpful in resolving issues remotely and showing employees how to handle some things themselves. For the most part Bomgar does a really good job with integrating a chat support product and a remote support product into one tool. It is very easy to use, both by the support personnel and end-users and always works as expected.

The only short comings I have found is in trying to use Equilibrium, Bomgar's logic engine for automatic session routing. Our agents have to manually grab sessions out of the queue because of the short comings of Equilibrium. Bomgar uses a combination of skills and weights on those skills to determine which agent to send the session to. However, we have been unable to get the system to only send to those with the skills assigned as it uses a logic of skill or available instead of skill AND available. In other words, if it cannot find someone with the skill it still sends to someone available even if they do not have the skill. It also does not allow for agents to put themselves in any sort of Unavailable state. To avoid receiving chats they must log out. Last but not least, a supervisor cannot log in to monitor how things are going without also being logged in as an agent for their group. As a result, Bomgar tries to route sessions to the supervisors. Bomgar’s only response to that so far is suggesting the supervisors just reject the sessions.

So I feel Equilibrium has some room to improve, but if you are OK manually pulling sessions instead of then feeding automatically, Bomgar is a great solution.

  • It is very easy for end-users to use
  • The remote connection and screen sharing works seamlessly.
  • Equilibrium needs "unavailable" statuses for agents.
  • Equilibrium needs ability for supervisors to log in without being an agent.
  • Equilibrium needs a routing option for Skill plus Available, not just Skill or Available.
Are you concerned about skill based routing? If so, this may be challenging for you to implement.
Lew Pollock | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Bomgar has allowed us to support a large sales force in 5 states. The support includes laptops and phones for those external employees as well as the entire internal staff in four offices. It allows us to share IT resources and assists us in supporting our users after hours or on weekends without having to be planted in the office. We used a software application to do this before Bomgar, however, the Bomgar appliance allows us flexibility and the ability to do things like presentations that software never was able to give us. It paid for itself as we can assist the President of our organization remotely. We can jump to his home computer and help him at any time especially when he is in a crisis. It has eased his mind and made him aware of the support we can give the rest of our employees.
  • Remote control and support
  • Ability to share a support ticket with multiple IT people in multiple locations seamlessly.
  • Ability to get system information on any piece of equipment once its attached.
  • The ability to pin devices that we support on a more regular basis, including user computer and servers.
  • Sometimes the chat function is confusing.
  • The ability to copy files between two or more support sessions instead of using my computer as an in between step.
I cannot think of an issue with our environment. However in larger environments the questions should be asked about licenses per console, does a organization need to and does Bomgar have the ability to cluster appliances,
Marc Fargotstein | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I am a sole proprietor and I own a small computer services company. I have implemented Bomgar to allow me to perform 20% of my business through remote services. This saves me both time and money.
  • It is a secure device that I own on my premises.
  • Their support has been courteous and effective.
  • The product has had zero down time.
  • Would love to see managed service applications
The cost of purchase and support is not cheap for a small business but it does eventually pay for itself. It is a very secure device.
June 03, 2015

Bomgar in Higher Ed

Edward Gray | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
As a University, we support faculty, staff, and students with a variety of systems and devices. Our Bomgar appliance allows us to assist remotely with issues such as VPN connectivity, settings in software, and troubleshooting error messages without having to dispatch a desk side technician. While the primary use is at the Help Desk, other areas within IT occasionally employ their access to the utility. We have also had a couple of inquiries from functional trainers with interest in using the appliance for remote instruction.
  • The streamlined user experience allows support personnel to quickly and easily assist our users remotely with whatever issues they may encounter.
  • The granular permissions allow us to authorize technicians with various levels of access.
  • The reporting and auditing allow for easy review and extraction of data for analysis with our ticketing system.
  • Delivered examples of permission sets and how they could apply would be helpful with initial setup.

Key questions to ask are:

  • How many named accounts are required? How many of those will be using the tool at any given time? As Bomgar uses a concurrent use license, this would help weigh the decision.
  • Do you have the infrastructure/server space/virtual space for an appliance? While we have and like the physical appliance on premises, this may not be a viable option for others.
D. SKye Hodges | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used at the Attachmate Group, which comprises of 4 Business Units: Attachmate, NetIQ, Novell, and SUSE. It is being used by Attachmate support using "Session Keys" while they are doing phone support. The same is true at NetIQ. At Novell and SUSE, we use Bomgar with our customers using the web interface where chat sessions are automatically created, transferred to our Level 0 Customer Service, who, make sure all the necessary information is entered, and then they transfer the customer to an appropriate Support "Queue" (Team). We have around 40-60 teams comprising of Level 2 and Level 3 Support Engineers. We use the Chat, Remote Control, System Diagnostics, and other features of Bomgar to diagnose customer systems/problems and fix them remotely. We also use Bomgar in-house to support internal customers Windows, Linux, and Mac machines. We are amazed at the flexibility Bomgar provides across Support Platforms (including Android and iOS, as well as Linux, Mac and Windows), and supported clients (on all those operating systems as well). Since we have one BU, SUSE, that is entirely Linux, Bomgar was the only option for us. We used to have one tool for chat, and one tool for remote control, and one tool for remote diagnostics, now we get them all in one tool: Bomgar.
  • Clientless Chat: The full-client download takes a little bit of time to download and install, we found that the clientless chat worked great for our customers to be able to INSTANTLY talk to the people they needed to with no downloads, then, when it was time for remote diagnostics or remote control, the agent could inform the customer what was going to happen and give them the steps to update to the full-client.
  • Connections through Firewalls: Since Bomgar uses commonly open ports: 80, 443, we were able to get around problems with other tools that required additional ports to be opened on customers' firewalls. Bomgar gives us the greatest flexibility to run across multiple customers' environments.
  • Jump Clients: Provide our Primary and Dedicated (PSE/DSE) Support Engineers easy access to the systems that they support at their customers' locations. Being able to "Pin" a server, and Jump to it whenever necessary gives us the ability to PROACTIVELY support our high-value customers.
  • Mobile Platform Support as Client, and Agent: Having programs that can be installed on mobile devices such as Android and iOS allows us to both run the Bomgar support program, AND SUPPORT Customers also on mobile devices. This provides us a "Support any customer, anywhere" mantra which allows our workforce, and customers, flexibility.
  • Sysinfo collection: Bomgar's system information tab/collection allows us to get customer hardware information quickly and easily, and puts it into the hands of our support engineers in a common format no matter what the end-user-operating-system is.
  • Being able to "Pin" sessions on Mobile Devices
  • Queue/Team "Routing" Rules, like Vectoring in a PBX
  • Customizable Client Sounds (ie Notifications, etc).
A Bomgar Appliance is definitely more suited for an enterprise that supports computers, whether internally (like a HelpDesk-type function), or externally (like a Support organization), because it is an appliance a customer would need to have a datacenter, or a good network connection because it will be the link between support and the customers, I'm sure at some point in time Bomgar (or a partner-type company) would be providing the ability to use an appliance in the cloud (ie like being able to purchase one user license), but for the most part it is limited to a small business or bigger because you would have to purchase the appliance in order to utilize the technology. But it is worth the investment for the enterprise, because it can also be used for presentations and collaboration across and over the internet. Bomgar customer service is so easy to work with, and to request new features, they are still in the growth phase and always looking to improve their product for their customers. Because of that our satisfaction is incredibly high, because they are very responsive to our requests.
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used as the primary remote support solution for our entire IT team to support ~700 faculty and staff scattered across 20 buildings with some in regional offices. Prior to Bomgar, IT faced limited remote support capability, frequent on-site support visits, limited incident handling capacity, less than desirable incident handling time and IT support staff throughput. Other challenge: more BYOD, multi-platform, more devices, larger geographic areas to cover...all without the necessary headcount increase to IT support staff. Bomgar helps with keeping customer satisfaction rates high, increasing IT support staff capabilities and lowering user support costs.
  • Broad platform support – IT support staff can use a variety of devices to securely connect to remote computers and devices. This also enables IT to consolidate multiple remote support tools into one (Bomgar), reducing complexity and saving on licensing costs.
  • Extensive API support that allows us to integrate our home-grown service desk ticketing system with Bomgar, tying recorded sessions with service tickets for future reference and training.
  • Powerful features like collaborative support, access sponsor, transfer and escalation, enabling higher tier support personnel to hop in when necessary to resolve issues or to provision service in first contact with user.
  • A variety of Jump capabilities – attended and unattended with support for dynamic session policies.
  • Bomgar is a rather mature remote support platform with little room for me to complain about. As a wish list item, I would like to see better remote support for iOS devices such as iPhone and iPad.
Bomgar is well suited in the higher education institution with its flexible, broad support for client devices, attended and unattended jump capabilities, powerful collaborative support, and extensive API support to leverage an existing service desk ticketing system.
April 08, 2015

Try it out yourself

Thomas Turner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar as a core feature in our remote support platform. It provides full integration capability for our white-labeling and dashboard.
  • Reliability - The box never fails... We have used multiple SaaS solutions and always seemed to have downtime during the worst possible times... This box (we have HA) never dies!
  • Support - The Bomgar support staff is amazing... They are extremely helpful and always know exactly what is going on.. They treat you like real humans not another number..
  • Features - Bomgar regularly releases updates and always brings a "WOW" factor to the table when showing new features.
  • Listening - Bomgars developers really listen. The community drives features not corporate - this enables us to give feedback and really see features that help us do our job better.
  • The company really does an amazing job - They listen... That is hard to find in a product now days.
  • Minor minor functionality preferences such as "how this box looks" or "auto run this script instead of clicking on it" - on a high overview they are always releasing new features, some of which we gave feedback on.
Know your options - do your research, use the LMI and TV demo's then use Bomgar... We did months and months of testing in the real world - In our opinion Bomgar always comes out ahead - sure the price may be a little higher than others but believe me... one of the best investment yet!
Mark Fitzgerald | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Bomgar is being used daily by IT, HR, Finance and other parts of the Boise State organization. It allows us to chat with customers, see what is on their screen and quickly resolve issues.
  • Ease of use
  • Quickly see what is going on and fix it
  • Listens to customers
  • I wish it could remote iOS devices - though it is Apple that prevents that
Ask about on premise versus cloud hosted.
Michael Pickens | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Back in the day (up until 2007 probably), we used CarbonCopy over p2p dial up. It was reserved for when a customer support issue was really, really bad and usually took longer to setup as solving the problem. Once some of the first companies to offer web based remote desktop solutions started popping up with free trials, I started experimenting and quickly talked the management team I was working for at the time into picking up a few licenses. Due to the cost, we found ourselves bouncing between providers and running out of licenses on a regular basis.

Then Bomgar came around. We managed the appliance, had quick access to all of our reporting, management and, analysis tools, and could didn't have to worry about shared logins or who's using whose license. Reps were encouraged to let the customers show them what the problem was. In return, reps were able to more effectively show customers how they were fixing their problems and could throw in some solid training pointers as well. We've also expanded Bomgar usage to our customer implementation and internal helpdesk departments.

The B300 hardware has been great too. Not a single issue since we deployed it about 4-5 years ago.
  • Easy connection to customers who require a more robust support experience.
  • Great for introducing customers to a new product!
  • Effortless connection for internal helpdesk issues.
  • The management UI (GP, user, and team sections specifically) could use a little improvement; it's all still quite useable though.
Self hosted Bomgar solutions probably wouldn't be the best for really small operations. (i.e. independent support providers with <5 employees and less than 50 endpoints being connected to on a regular basis.)
Richard Longo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Flycast Partners professional services department uses Bomgar for technical support and remote administration of our customers throughout Canada and the United States. Our staff can process service desk tickets remotely with the appliance. The appliance allows them full access to the machine they need to correct. It enables them to escalate within the session and bring in any additional help. The whole process saves much needed time, eliminating the need to stop everything and send the information to someone else. Everyone can see the issue and work together to resolve it.

Our sales and marketing folks also use Bomgar to host demos and presentations. The appliance allows for effortless access and passing of the controls to multiple parties. This saves our organization from the 3 separate tools we used before Bomgar. This also allows us to showcase the tools value in multiple instances besides ITSM.
  • Allows the user to see and control the persons machine that is experiencing the issue. This access saves time, allowing the technician to be hands on.
  • The appliance's ability to add folks to the session during escalation is invaluable. This helps to resolve the issue much faster.
  • Bomgar's ease of use makes it a preferred method for our customer demos. A demo can be scheduled or spun up instantly with great ease.
  • The ability to create larger audiences would eliminate having to use another tool for over 35 people.
  • An easier way to access recorded information while still engaged in the session.
  • Additional reporting features for IT evaluations.
Bomgar is appropriate for any organization that needs a dependable tool for remote computer work. It can be used for presentations, demos, and meetings. The appliance is NOT just great for ITSM, but can help eliminate a whole group of tools. It will save your organization money for tools and time employees spend on incidents.
March 21, 2015

Bomgar is the Bomb!!!

Score 10 out of 10
Vetted Review
Verified User
With a small IT department based in Southern California and over 50 end users spread across the US, Bomgar provides a greatly needed remote access solution with incredible ease. The ability to see and control problems on user's devices with a few clicks eliminates many headaches and frustrations for both the user and the tech. With Support Teams we are able to share access across other departments within our organization.
  • Pinning devices for anytime access
  • Support teams
  • File transfers between client and support rep
  • Active directory integration
  • Support rep console interface
  • Customization of features
  • Presentation mode
How does this compare to other remote support solutions? Which Bomgar appliance is right for my business? How many licenses should I purchase? Should I install this in a DMZ? Inside my network? Should I integrate with Active Directory or create Bomgar users? What type of administration is needed for the Bomgar solution?
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar as our primary support tool to support our end users and our networks. We will also use it for training and presentations within the company. It is used by everyone who needs to provide support or advice on IT related problems or questions.
  • Reliable and fast support - I looked at various products before deciding on Bomgar and it always came out on top, they are constantly updating the product and the updates are based on what the users want. They listen to their customer base.
  • Great Support - Have never had a request not being answered or had to wait a long time for a response, the help portal that you have access to as a Bomgar customer is full of useful information and makes it easy to customize and find solutions to problems.
  • The ability to add unattended sessions that are not just server based, i.e. Jump Clients to RDP shortcuts, Shortcuts to Switches and routers etc all to be stored in the existing customer group.
I would have no problems recommending Bomgar as a 10. We have recently reviewed our current remote support function and we are staying with Bomgar and even adding further redundancy into our current setup.
Bonnie Baker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our company develops software so we use Bomgar to support our customers as well as our own organization. We had used another solution to perform remote tech support for approximately nine years. With with that product, our support representatives found that customer end-users often had difficulty following instructions and performing the tasks necessary on their machine to enable a remote support session. Additionally, our remote support team frequently had difficulty maintaining connections to customer servers.
  • We are a solutions provider for financial institutions, so security is an important consideration. Having the Bomgar appliance within our firewall, rather than using a cloud-based remote support solution, enhances our security and protects against the introduction of viruses as well.
  • Bomgar was much more intuitive to use than the other solutions we evaluated. It is clearly a tool designed for remote support, unlike its competitors, which are often a meeting solution that doubles as a remote support tool.
  • We immediately saw the value of the Jump Client feature, which allows me to quickly and reliably take control of our servers or an employee’s computer to fix an issue or perform maintenance
  • It would be nice if all of your admin controls were in one place. Currently you have to use a web interface to apply updates instead of being able to do this from your appliance control panel.
Collaborating and passing cases from one support rep to another is easier with Bomgar. "We were able to transfer cases with our previous solution, but it was a cumbersome process. It is very easy with Bomgar. We also like Bomgar's Chat feature, which allows us to collaborate when necessary to troubleshoot an issue.
James Tempest | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We purchased Bomgar to consolidate all of our remote support tools into one product, allowing us to provide a more consistent experience for our end users. Before Bomgar we were also unable to remote support any of our users outside of our network and this was one of the primary drivers to buy the product. Bomgar allows us to record remote sessions in transcripts and also video's and this has helps us with security and governance. We now also use Bomgar to allow our vendors access to our systems which gives us greater control.
  • Bomgar has allowed us to improve collaboration between our support teams by utilizing the team queues and inviting reps from other teams into sessions.
  • We have improved our vendor management process by using embassies within Bomgar.
  • Bomgar has enabled us to steamline our remote support, regardless of platform.
  • I honestly can't think of any. On the few times I have contacted Bomgar asking if a particular feature exists they've either advised that it already does or that it will be in an up and coming release.
Bomgar can be tailored to almost any business regardless of size or support model. My advice is to set up a trial and give it a go!
February 25, 2015

Retailers use of Bomgar

Nicholas Hidalgo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is mainly used by our IT dept. But a few other departments have used the presentation feature. Bomgar provides us a centralized, secure way to provide remote support.
  • Bomgar works on all network types. T1, cellular and even dial backup. The user can be inside the vpn or anywhere in the world and the support experience is exactly the same
  • File transfers and canned scripts are an excellent feature
  • The ability to use the shell jump feature to support network devices is excellent. Couple that with predefined scripts and you have a powerful tool to fix most device issues.
  • I would like to see full function from the mobile client. Shell jump would be especially useful
I have not found a place where Bomgar would not be useful. We are a retailer, so we use it to support our PCI Network/POS systems as well as the general pc/laptop population.
February 25, 2015

Simple Bomgar Review

Score 10 out of 10
Vetted Review
Verified User
We utilize Bomgar to meet the remote support needs of our employees across the entire organization.
  • We have owned many products that offer remote functionality as a feature, we stick with Bomgar because the product is reliable and has always been reliable.
  • Bomgar gives us the ability to support all the platforms utilized in our environment from almost any where on any device.
  • The engineers at Bomgar have done a very good job providing a product that has given us very few issues.
  • I would like to see the option for voice in presentation mode.
The reliability and options offered are second to none.
February 09, 2015

Bomgar. Just get it.....

Mac McBride | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The Bomgar offering and platform delivers secure simple support options for the masses. We are ramping up to support the whole university including all overseas students with the device. So far our biggest success was with a student in the desert unable to use some software. It looked like they were going to have to go and buy a new laptop, but Bomgar came to rescue.

I cannot recommend the product or the staff highly enough.
  • Awesome remote support.
  • Works on all devices.
  • Can offer support to mobile users while you are also mobile.
  • It can be a bit overwhelming, there are a lot of options, do not be afraid to start simple and build on it slowly.
Try to understand what you actually want from Bomgar, it is MUCH more than a remote support tool.
Score 10 out of 10
Vetted Review
Verified User
Bomgar is being used by out IT Department as a secure stable platform to remotely support all our computers, from corporate workstations to retail point of sales terminals. We used it to replace the free VNC software we were previously running, so that we could have the security and stability, that the dedicated Bomgar platform uses to manage all our connections.
Additionally, we have other departments using the presentation function to run meetings, attended by managers of our shops all across Canada.
  • Jump client configuration is simple so that computers are grouped logically, to make them easy to find
  • Presentations are a snap to setup and invite attendees via email
  • Configuring the user portal with public DNS allows for users to get connected to a support session quickly and easily. In this way, we can also provide support to home users machines, if they don't already have the jump client installed.
  • Have not come across anything that I say needed improving.
Suitable for most, if not all, application; PC, Mac, mobile devices of all flavours.
February 05, 2015

Bomgar's a Rockstar

Joe House | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It was originally purchased to support our customers with software purchased through us. Others in our company have started using it for in house education. In my department it is a crucial part of the solution for our customers. There is no interpretation by our customers as we used to have when just providing phone support. Bomgar allows us to see what the customer sees and things that they can't (easily anyway).
  • Probably top most on my list is the support from Bomgar - they use their own product and take their support very seriously. They have always been available when I've needed help. They even set up a temporary host on their server when my IT crew, mistakenly plugged into the wrong port.
  • Talk about documenting a support session. We have the complete recording of what a tech will do to help a customer. There are no ambiguities as to what was done or not done. Not that any of our customers have complained about a support session - quite to the contrary all customers that give reviews after a support session rate the experience as either high or very high.
  • Best of all...I can help my mother in law with her computer without having to go to her house.
  • It's hard to come up with something that I don't like. Bomgar is very responsive. If you had asked me this last year, I would have said that getting customers connected with our system was difficult, but Bomgar has come up with programming that makes it easier for the customer to figure it out.
  • Administering the unit is sometimes confusing, but it doesn't happen that often - which could be why I'm not that quick about it.
I love Bomgar for software support for our customers. I also use it to train my team - which is spread out geographically across the western US. We have also started using it for educational purposes both inside and outside our company.
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