Odd Name, Great Product
Updated February 02, 2016

Odd Name, Great Product

Alex Millen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

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.
  • Increased employee efficiency.
  • Fast problem resolution time.
  • better customer experience.
We switched from LogMeIn and feel like we would never go back. The feature set and reliability are far better.
If you only need to remote to servers on your domain, Bomgar would be overkill. For everything else Bomgar is well suited, even mobile devices.

BeyondTrust Remote Support (Legacy) Feature Ratings

Screen sharing
10
File transfer
10
Instant message
6
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
9
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
10

Using Bomgar Remote Support Software

5 - Technical Support
1 - Not much, rack mount and basic configuration.
  • Remote screen sharing
  • Remote file transfer
  • Remote DOS prompt
  • We provide remote training to our customers
  • Was able to remotely uninstall a bad Windows update far easier than being at the computer
  • Canned scripts for common support request
Does everything we need plus more.

Evaluating Bomgar Remote Support Software and Competitors

Yes - LogMeIn, their pricing model changed.
  • Price
  • Product Features
  • Product Usability
  • Third-party Reviews
Bomgar was recommended to me by a vendor I do business with.
I would look at more than one other player, but optimistic that I would find something better.

Bomgar Remote Support Software Implementation

It is very easy!
Change management was minimal
  • Getting it registered (wasn't that hard)
  • Setting up an SSL Cert. for the URL

Bomgar Remote Support Software Training

Configuring Bomgar Remote Support Software

Just right, you can dig in and make configurations if you have a complex scenario, but not required.
Think about how you utilize licenses as there two type, named or dynamic.
No - we have not done any customization to the interface - It looks easy, but we haven't had the need to.
No - the product does not support adding custom code

Bomgar Remote Support Software Support

There was a year that we didn't pay for support, I discovered a bug and they wouldn't look at it because I didn't have current support. The bug was fixed the in the next version though.
ProsCons
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
None
Not Sure - We pay for support, but not premium support. The reason we pay for support is to receive upgrades and if you laps your support you have to back pay to get the upgrade.
Yes - Yes it was resolved but since I wasn't current on support I was treated like a second class citizen.
We had some troubles doing an automatic upgrade (our firewall I assume), they provided an easy alternative promptly.

Using Bomgar Remote Support Software

Bomgar is far better than any other remote support software I have used.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Starting a remote session.
  • The presentation feature.
Yes - Well, they could organize the remote clients better though.

Bomgar Remote Support Software Reliability

I think it needed to be rebooted twice in the 5+ years we have owned it.
Very infrequent outages.
Most of the time it works great, however sometimes it takes a while to connect to clients, but that could be their setup.

Integrating Bomgar Remote Support Software

  • AD
  • Spiceworks
They support AD and I have no idea if they plan to support Spiceworks.

Relationship with Bomgar

They were very responsive and made sure their product would fit our needs.
They still connect with you after the sale to make sure things are going well, even 5 years later!
We didn't negotiate with them.
If Bomgar isn't a product your considering, get a demo, it will change your mind.

Upgrading Bomgar Remote Support Software

Yes - Very easy, nothing unexpected.
  • Security
  • InSight (Camera Sharing and Video Annotations)