Bomgar - Remote support excellence.
Peter Jurhs | TrustRadius Reviewer
May 06, 2014

Bomgar - Remote support excellence.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Standard Licensing

Overall Satisfaction with Bomgar

We use Bomgar for remote support and chat support. It is a key tool for the success of our Help Desk and Desktop Support. It allows us to perform remote support at the time of contact with the customer. It also allows the support staff to collaborate with the session sharing features. It is being used by the central IT organization at Boise State and several department level IT organizations.
  • Remote Support of Windows and Mac client anywhere in the world.
  • Chat support has been a positive for our organization
  • The mobile representative client is a great feature to enable anywhere anytime support
  • We use Microsoft System Center Service Manager 2012 for call tracking and there is not yet any integration between Bomgar and it.
  • The rep console user interface is good but not good enough. The staff quickly learn how to start a support session but don't discover the more powerful features in it.
  • It has enabled us to continue to have a solid first call resolution even under increasing demands and complex environments.
It is part of our magic support sauce. Replacing it would impact our ability to be efficient and effective.
If you are considering any tools for Remote Support for a call center or desktop support team, Bomgar should be at the top of your list. It is a powerful full featured tool with great security features that can impact compliance and other issues. Even being a full featured solution, administration is easy and the support staff are quick and helpful if you have any questions.

Bomgar Implementation Rating and Lessons

It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first.
Change management was a minor issue with the implementation - The full featured nature of the product has not had as much impact because we focused on the quick win of a the remote support solution. We left a lot on the table with some of the collaboration features which we are struggling to make part of our culture.
  • The LDAP setup against eDirectory was easy but we had trouble limiting the login to just the appropriate representatives. It worked much better against AD.