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Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive …
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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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- Instant message (45)9.999%
- File transfer (44)9.999%
- Annotations (30)9.090%
- Session record (38)9.090%
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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…
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Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo
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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 Integrations
BeyondTrust Remote Support Competitors
BeyondTrust Remote Support Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple 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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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!
- Business Problems Solved
- Recommendations
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
(1-25 of 30)Companies can't remove reviews or game the system. Here's why
June 24, 2020
Saved my bacon
Score 9 out of 10
Vetted Review
Verified User
We absolutely love Bomgar, or I guess now BeyondTrust Remote Support. It makes my job possible from almost anywhere. I can support someone even riding down the road from a laptop or cellphone. I have even worked while wading around in the ocean. Without it, we would be stuck with a much less secure option to provide remote support.
- Ease of use
- Good interface
- Mobile app really comes in handy
- I love the ability to use it without a download from any computer
- Mobile app has some issues at times
August 20, 2019
BeyondTrust is great to work with
Score 9 out of 10
Vetted Review
Verified User
Currently, we use it in the IT department. We use it for server management and to remotely assist end-users on their computers.
- Ease of management.
- User-friendly.
- Easy to deploy.
- Ability to swap screen sharing.
- Better chat session functionality.
August 05, 2019
Rockin IT with Bomgar
Score 8 out of 10
Vetted Review
Verified User
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.
August 05, 2019
It's not Marmite (everyone loves it)
Score 10 out of 10
Vetted Review
Verified User
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.
November 26, 2018
****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.
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.
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.
July 20, 2018
Orange you glad you tried Bomgar? I am!
Score 10 out of 10
Vetted Review
Verified User
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!
July 20, 2018
Bomgar - The Game Changer
Score 10 out of 10
Vetted Review
Verified User
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.
March 16, 2018
Bomgar - For Assisting Users Off-Network
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.
July 06, 2017
Bomgar - A key to our success for the last decade
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.
May 23, 2016
Bomgar - The best there is!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used on a daily basis by the whole IT team to troubleshoot issues remotely, even if the client is outside the network. We use it mainly for remote support, screen sharing and presentations. It's also used to give access to external firms on some shop machines. Since we can monitor and record sessions, if anything gets messed up we can check what was done wrong.
- Remote support on your local network AND outside of your local network. It also uninstalls itself afterwards.
- Jump in a client's machine (while in the same network) using computer name or IP address.
- Supports Android users by remoting in phones/tablets.
- Apple support. For now, Apple does not allow remote control, and its limitations to see only screenshots INSIDE the application are not easy to explain to users.
February 02, 2016
Odd Name, Great Product
Score 9 out of 10
Vetted Review
Verified User
Bomgar is very easy to use on both the technician side and the end user. The ease of starting a remote session from a webpage is unmatched!
Recently we received several calls that our remote touchscreen computers wouldn't log in. When you click on the username, the screen flashes black then back to the login screen.
I was able to use Bomgar to remotely file transfer the Window's log files and found the error was with LogonUI.exe. After a quick Google search, I found a Reddit post stating that you need to run a Windows recovery disk or the touchscreen needed to be unplugged from the USB port (not so easy on an all-in-one) then a bad windows update could be uninstalled.
Since none of these solutions would work because I was not at the computer, I needed another way. Since Bomgar has a command shell feature, my personal favorite, I was able to run "wusa /uninstall /quiet /forcerestart /kb:3097877" to uninstall the update remotely. After the computer restarted everything was back to normal.
Try to do that with your average remote desktop program!
- One off remote session can be initiated from a web page.
- Saved remote connections.
- File Transfer.
- Organizing saved remote connections.
December 16, 2015
Bomgar is the best solution for branch office support.
Score 10 out of 10
Vetted Review
Verified User
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.
July 08, 2015
bomgar in to resolve issues, it's a verb
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.
June 03, 2015
Making our owners and users happy
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.
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).
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.
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.
March 24, 2015
Technologies Version of the Swiss Army Knife
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.
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.
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
February 25, 2015
Bomgar is much easier for our customers.
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.
December 15, 2014
Bomgar as a "Lite" Remote Software Support Tool
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used as a remote desktop support tool. It provides a portal so users can easily click your name and you can securely access their computer to help them with any issues they are running into on their computer. It can easily be used while you're on the phone with customer and is a quick easy way to connect to their computer with the simple use of a web browser.
- Let's inexperienced users connect to a support technician.
- Provides multiple ways for users to connect to a remote technician via their browser.
- Works across multiple platforms for compatibility (PC to Mac, etc.)
- Offers a file transfer feature if files need to be exchanged.
- Better remote access compatibilit with the Windows Security account manager, when SAM is encountered currently the screen goes blank.
- Better file sharing ability, it is very slow compared to other file transfer forms.
- Improve upon mobile functionality.
December 04, 2014
Connect with Bomgar!
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar across the whole company. It allows us to support our 950 end users and 55 servers remotely, and safely. It's also convenient. It integrates with our Dell KACE management system which we use for inventory, software deployment and ticketing. We can send an invitation to connect directly from a ticket, but that's only one way to connect. We can also guide users to our Bomgar appliance website, give them a 'Bomgar button' to click, and install jump clients for unattended access. We also use the Embassy system to allow vendors onto our servers if need be.
- Jump clients - these allow us unattended access to servers and client machines. We always have the user's permission first.
- Integration with KACE - we love how we can simply check a box (when working on a Service Desk ticket) and the invitation to connect is delivered upon saving the ticket.
- The ability to fully manage Android devices. We can partially manage iOS - and create profiles for specific items (VPN, email, etc.) as well.
- It does occasionally drop connection or freeze.
December 04, 2014
Bomgar improved my life!
Score 10 out of 10
Vetted Review
Verified User
We use it daily for over 450 clients with a four person IT department. Our facility supports BYOD and this has helped us remain HIPAA compliant within federal guidelines. I can't express how much we love being able to use this product from any location. We are able to support any device from the comfort of our home, or even on vacation. It has saved us time and money by cutting travel time to all our location. We record sessions and use them for training purposes. The ability to use short and long term access for outside vendors is one of my favorite features. If you haven't looked into what Bomgar can do for you, I suggest you give it a try. Best remote support product, from a person who has used several, this is the most user friendly by far!
- User friendly interface all located on one appliance we house locally.
- The ability to view detailed reports on extended user access with outside vendors aren't forthcoming when they fix an issue. We have saved time and money by not waiting for them to tell us what they did. As well as make sure they did not access items that did not pertain to their software.
- LOVE LOVE LOVE the Dell Kace integration and the option to push the jump clients out into our inventory very easily.
- I've worked with this appliance and software for a year and can honestly say I haven't found one issue with it. It just keeps getting better and better!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is being used as our chat support platform for all of our University's faculty, staff, and students as well as a tool for providing remote support to this same group of people. We have integrated the remote support feature with our Cherwell Service Management tool which allows remote session data to be quickly and easily integrated with work tickets. Currently just our IT department is using the product, but we are looking to branch out to areas on campus that have vendor support for equipment and other technologies that rely on the vendor to have access to equipment and systems on the University network. Bomgar solves the business problems of security and integration. Because Bomgar is an appliance based tool, we are protected by our internal security structure and can be assured that the remote sessions are safe and because it so easily integrates with our support tool, it takes less time for updating work tickets and allows our technicians to keep working.
- Security - as I mentioned previously, the appliance based tool really allows for the remote and chat sessions to be extremely secure. This is important at our University where we have specialized health related academic areas that deal with HIPAA related data.
- Easily Customizeable (not really a word) - It is super easy to configure and set up the Bomgar appliance and portal. The easy-to-navigate web pages allow you to make custom changes per user or group and allows for customization of group policies and session policies. There a lot of options and features to really make the experience the way you want it.
- Ease of Use - Bomgar is really easy to use and become familiar with. I have trained many technicians on how to use Bomgar and they all have commented on how simple it is to do a remote session. Even getting our end users to use the chat feature is super simple as well.
- Tablet remote control sessions are somewhat limited to what you can do in a remote session. Understandably, some of this is due to the maker of the tablet, but having more control of these devices would be helpful.
- More advanced reporting options would be helpful to really show the use of the product to higher ups who want to see utilization of a product.
- Reduce the cost of licenses.
June 11, 2014
Bomgar: Truly Enterprise Remote Support
Score 10 out of 10
Vetted Review
Verified User
Our university uses Bomgar as a remote desktop solution for PC and MAC computers locally on campus, and for our faculty and staff as they travel within the US and abroad.
- Easy for the client to access
- Robust features and clean interface
- It makes remote controlling a system a breeze and elevating permission even easier
- Great support and support community
- I don't have too much bad to say about Bomgar. Once in a while when trying to initiate a reboot Bomgar doesn't reconnect and a new session key has to be given. This doesn't happen very often and if I remember correctly tended to be with MACs.