Bomgar, more like BomGREAT!
December 16, 2015

Bomgar, more like BomGREAT!

Nathan Childs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

We used Bomgar to support end users, specifically to address software configuration concerns, install printers and software and view error messages. It provided us a better view which helped our technicians create more accurate tickets when escalating issues.
  • Easy access for end users to join a session with a technician.
  • Provides additional space to allow multiple users to see a single desktop.
  • Allows for uninterrupted access once the client and server are connected. Even through rebooting.
  • Configuration can be difficult. As infrequently as I use the administration portion of the appliance, I would like there to be an easier way to determine where I need to go to do certain administrative functions.
  • Faster resolution times because of the amount of details the technicians can put into a ticket before escalating.
  • Positive customer experience because often times their description of the problem is not as detailed or through as needed. It's better to see it with our own eyes.
  • Better implementation
  • Better pricing plan
  • More secure
Bomgar is well suited anywhere users are in need of a technician seeing the issue they are calling about. It would be less suited for an environment that has peripherals attached to a computer simply because you would be less likely to be able to troubleshoot those peripherals.

BeyondTrust Remote Support Feature Ratings

Screen sharing
10
File transfer
9
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
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
10
Annotations
10
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated