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Bomgar is the best solution for branch office support.
Updated December 16, 2015

Bomgar is the best solution for branch office support.

Cam Philbeck | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

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.
  • 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.
We tested LogMeIn, VNC and Windows RDP before deciding on Bomgar. No other product offered the flexibility and wide range of device options that Bomgar supports. Since purchasing this unit, we have been so pleased, that we never consider another option.
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)

BeyondTrust Remote Support Feature Ratings

Remote Access ()
Not Rated
Remote Support ()
Not Rated
10.0
File transfer
10
Instant message
10
Access to sleeping/powered-off computers
Not Rated
Session record
10
Annotations
Not Rated
Platform & Infrastructure ()
Not Rated
Security ()
Not Rated

Using Bomgar Remote Support Software

We have been using Bomgar for approximately 7 years. Each year we find more ways that it improves our level of support. It is a product that we consider crucial to our business. Bomgar's sales and support staff has always been extremely friendly and helpful with the few issues we have encounter over the years.

Bomgar Remote Support Software Implementation

Unit was extremely easy to implement. Just installed it in the rack and assigned a public IP.
  • Implemented in-house

Bomgar Remote Support Software Support