Bomgar at the University of Tennessee
Updated December 16, 2015

Bomgar at the University of Tennessee

Travis Gordon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

Our IT at the University of Tennessee is centralized into one Office of Information Technology. Our first tier HelpDesk is granted full access to all of the remote support features. We facilitate anywhere from 20-30 sessions per day among 15-20 support reps. Our tier 2 desktop support also uses the client to attempt to resolve desktop support-related issues from their desk. This allows them to resolve issues from their office, regardless of where the user is physically on campus. Our entire OIT organization has access to Bomgar and many of them use it to solve remote issues for their customers. Bomgar address the business problem of getting end-users back to work as efficiently as possible.

Pros

  • Agent client available for Mac
  • Jumpclients for fast access
  • System profile information
  • Fast end-user connection

Cons

  • The reverse screen share feature was moved in version 13 and is hard to find.
  • Version 13 introduced a bug with reverse screen sharing windows being cascaded which I believe was fixed in version 14.
  • May be considered pricey compared to some competitors.
  • Increase employee efficiency
  • Higher first call resolution
  • Faster issue resolution times
We came from GoToAssist, which isn't even close to LogMeIn Rescue or Bomgar. The main feature LogMeIn was missing was a Mac agent client. We have many support reps who use Mac's and our HelpDesk is all Mac's. We wanted native clients for those machines.
I could see Bomgar being a great product in any support environment. The return on investment for us has been outstanding. For large organizations, I would definitely recommend working with Bomgar techs to get the user groups, teams, permissions all setup at launch to be the most successful. We did this after we had been in production for a year and having those in place from day 1 would have been very successful. Administration for Bomgar is fairly simple and by no means a full-time or even part-time job. A few hours per month, depending on how deeply you integrate the product.

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
10
Session record
10
Annotations
10
Platform & Infrastructure ()
Not Rated
Security ()
Not Rated

Using Bomgar Remote Support Software

IT support staff and ERP application support staff.
We're so happy with the current, and ever growing, feature set that Bomgar provides, I couldn't imagine any other company would be able to provide the personal support and a product that would match what I have seen over the past two years.

Bomgar Remote Support Software Implementation

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