Bomgar - A key to our success for the last decade
July 06, 2017

Bomgar - A key to our success for the last decade

Patrick Cranston | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Standard Licensing

Overall Satisfaction with Bomgar Remote Support Software

We use Bomgar Remote Support to provide our techs remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy to use interface allows for use with almost zero training. The ability to share a remote session or hand off sessions between reps is very nice. The rep client can be a little buggy sometimes but overall it works consistently.
  • Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
  • Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
  • Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.
  • The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
  • The rep client software can be a little buggy. Some times it crashes or locks up when using it.
  • The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.
  • We've used Bomgar for 10 years. Our company was probably too small when we started using it but over the years we have grown. As our team has gotten bigger we rely more heavily on bomgar and it's become an indispensable tool.
  • It saves us a tremendous amount of time / cost over having to go onsite as any remote screen sharing tool will do.
  • The ability to easily and security manage remote access to hundreds of computers over dozens of different companies is a huge benefit to our company.
When we first needed remote access software years ago, Bomgar was really the only one that offered centralized management of remote access to OS X computers. In recent years, a lot of competitors have started offering good macOS support but Bomgar has continued to improve and perform so well that I've never considered switching to a competitor.
[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.

BeyondTrust Remote Support Feature Ratings

Screen sharing
9
File transfer
8
Instant message
5
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
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
9
Session record
10
Annotations
8
Monitoring and Alerts
Not Rated
Multi-platform remote control
10