Will this remote connection tool "blow your mind"?
February 13, 2019

Will this remote connection tool "blow your mind"?

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

We use Bomgar to connect remotely to client computers. This tool allows us to further troubleshoot issues before sending tickets to an onsite tech.

Pros

  • Bomgar allows us to take control of a computer remotely using a website.
  • Users can access the website from anywhere.
  • We are able to elevate rights and use admin credentials if needed through to the Bomgar console.

Cons

  • Entering admin credentials through the console is not always very easy.
  • It can be difficult to get users to navigate to the correct Bomgar webpage.
  • Switching monitors for users who use multiple screens is not very easy.
  • Bomgar allows us to connect to users remotely and troubleshoot basic issues so that the onsite teams can focus on more complex issues.
  • Bomgar sometimes has issues where updates are concerned and prevents us from connecting to users if our version is not up to date. We have has a few issues where when trying to update the software we got errors saying we could not update or that we had the latest version(despite the error message saying we had to update).
  • Bomgar allows us to access users computers even when they reboot the machine This is helpful for situations where we need to log in using an administrative account.
I think Bomgar is slightly less user-friendly than LogMeIn from the technician side. There are a bunch of icons on the Bomgar console but there is very little explanation of what they do. LogMeIn is a bit more user-friendly and often offers a smoother connection process with the user.
Bomgar is great for companies that have users who work both at home and in an office setting. The ability to use a webpage for connection makes this simple. It is not as easy to use for people who are using multiple monitors or those who are not "tech savvy".

BeyondTrust Remote Support Feature Ratings

File transfer
9
Instant message
7
Session record
5
Not Rated

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