Bomgar Secure remote support tool is tops
July 27, 2018

Bomgar Secure remote support tool is tops

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Standard Licensing

Overall Satisfaction with Bomgar Remote Support Software

We used Bomgar 2 years ago to provide secure remote support to end users. It replaced TeamViewer as it provides reporting, SAML authentication and integration with ServiceNow. We can now provide monthly metrics reports to leadership for all our technicals and groups utilizing Bomgar remote support. The SAML authentication provides secure 2 step authentication for all our techs. The ServiceNow integration has been tested and will be rolled out in our organization later this year.

Pros

  • SAML authentication works perfectly enabling us to set up members in workgroups to provide secure access
  • Reporting: Detailed usage by techs on all the remote sessions they performed each month
  • Integration with ServiceNow is a feature we are excited to implement later this year

Cons

  • Reporting is limited to a set number of past days and requires an additional purchase to retain data long-term
  • Chat support needs to be able to be set for certain hours within the system
  • Customers are satisfied that they can be assisted remotely quickly and easily
  • We are resolving more ussues remotely through Bomgar when clients call in
  • More departments now want to buy licenses on our Bomgar instance
We previously used TeamViewer but found Bomgar more robust, secure and better suited for reporting and ServiceNow integration.
Well suited for both small and large organizations. Licensing costs are per concurrent technician usage so it scales well for all organizations.

Chat support still needs some improvement in terms of set chat hours and multilingual support (which is a 3rd party additional cost add-on)

BeyondTrust Remote Support Feature Ratings

File transfer
10
Instant message
10
Access to sleeping/powered-off computers
10
Session record
10
Annotations
10
Not Rated

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