Bomgar Remote Support Reviews

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Real User
Senior Professional at a tech company with 10,001+ employees
Sep 17 2017

What is most valuable?

Some of the valuable features are: * Non-persistent agent: This is the most valuable feature as there is no permanent client agent on the end user's machine. Support representatives provide the user with a URL and a session key. The user... more»

How has it helped my organization?

This product provides remote assistance to globally dispersed users with single clustered instance. It also has features such as secure auditing/reporting and multi-language support that are key aspects for our environment.

What needs improvement?

The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then. As new customers come in our Bomgar based remote support solution may... more»
Real User
ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees
Apr 12 2018

What is most valuable?

* Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. * The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous... more»

How has it helped my organization?

It has improved our Corporate ICT support offering, meaning our customers receive improved support from our front-line and second-line support teams.

What needs improvement?

The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on.
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Real User
Configuration Specialist at a pharma/biotech company with 1,001-5,000 employees
Aug 31 2016

What is most valuable?

We love the ability to customize our remote support page. You can add your logo and have your tech names on the page, so they can just click on the name instead of putting in a PIN. You can display whatever text you want. You can add a... more»

How has it helped my organization?

This gave us the LogMeIn pro and LogMeIn rescue ability to each tech. We also have the ability to share our screen to improve training.

What needs improvement?

With Linux, we had issues with Ubuntu specifically. We installed agents on the machines and after placing them on another network after being installed, they wouldn't connect back to us. We would need to install another agent. This isn't an... more»
Real User
PC Technician at a university with 501-1,000 employees
Apr 24 2018

What is most valuable?

I personally like the ability to share files with other machines. It gives me the ability to harvest the tools that I need for a job before handling them when I connect to that machine. I simply move that package over to the machine that I... more»

How has it helped my organization?

Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient. We also have the ability to knowingly offer support to students from their homes, which extends... more»

What needs improvement?

Bomgar is an inclusive software package. It has been improved upon several times already.
Reseller
Senior Account Executive at a tech services company with 51-200 employees
Mar 12 2017

What is most valuable?

* You can access any device, running basically any type of operating system both on and off your corporate network to support users and their devices remotely. * The solution works in a way that lets you control and repair a device as if it... more»

How has it helped my organization?

We integrated Bomgar in our ITSM platform. Now our help desk engineers can start a remote session straight from a help desk ticket. All the logging and notes of that session are stored in our ITSM platform. They can help more employees faster... more»

What needs improvement?

The configuration and permission options are extensive. However, we would appreciate having a search function in the settings.
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What is Bomgar Remote Support?

Bomgar Remote Support Software is the only remote tool you need. Most support organizations have multiple remote tools because no single tool works across all their operating systems or across all their networks. Bomgar is different. One company used Bomgar to replace 12 remote desktop software tools! Simplify support, improve security, and increase efficiency with one remote solution.
Bomgar Remote Support customers

InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation

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