Bomgar Remote Support Reviews

4.6 out of 5 stars
 (8)
Cac724a3 5514 4c82 99b5 de0c91738944 avatar
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»
03e65f25 e991 4b0d 9320 359f0ef41368 avatar
Real User
Configuration Specialist at a pharma/biotech company with 1,001-5,000 employees

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»
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715bad27 e549 4206 832c 72b8c0dbe9f9 avatar
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.
F2d2282b 7035 4a62 a487 15dad5667aa5 avatar
Real User
Desktop Support Specialist at a K-12 educational company or school with 51-200 employees
Feb 26 2017

What do you think of Bomgar Remote Support?

Valuable Features The most valuable feature would be remote support. We have over 4000 computers on campus and this is our go-to for remote support. • Improvements to My Organization We used to have to constantly run from building to building and campus to campus. Now our technical staff can focus more on customer support than beforehand. • Room for Improvement I wouldn’t mind seeing this product have the functionality of pushing small software bundles. I think they might be working on this currently but I'm not sure. • Use of Solution We have been using Bomgar here at the college for about four years. • Stability Issues Bomgar is one of the most stable platforms I have ever used in the IT world. It just always works. • Scalability Issues Absolutely no issues...
C59b0ba8 3aa0 4ec9 a26c 686e2c2a2870 avatar
Real User
DESKTOP RESEARCH at a recruiting/HR firm with 1,001-5,000 employees

What do you think of Bomgar Remote Support?

Valuable Features Integrated chat, jump to, and canned scripts. • Improvements to My Organization To standardize routine tasks, we can write scripts and run them within Bomgar to speed up troubleshooting and standardize assistance. • Room for Improvement When we first purchased Bomgar, the support blew me away. Over the last two or three years however, it dropped off. it was still pretty good, but now long hold times, and they now want to charge for some support. their support team is very good, but not as good as it was. • Use of Solution Six or seven years. • Deployment Issues No issues. • Stability Issues Never! This is the most stable product on the market. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 10/10 ...
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Articles

User Assessments By Topic About Bomgar Remote Support

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 enters the session, during which a small file is installed and then removed completely at the end of the session. It is secure because the company’s network needs to open only port 443. * Support for Internet device with security: While majority of the users are on corporate networks, quite a few are on the move or home based. Hence, the ability to support users securely over the Internet is a key feature. * High availability supported with an easy setup and updates: High availability is well implemented with the Atlas Cluster technology for Bomgar appliances. Thus, ensuring the service is available with relatively no down time. * Remote support for Windows 10 and mobile devices: Support for Windows 10, Android and iOS provides flexibility for organizations to support a wide range of platforms and devices. * Integration client for archiving: API and integration client for reporting session data and logs has an easy setup. In addition, setting up appliances, configuring the cluster, carrying out backup and updates are hassle-free processes. * Jump feature enables a Support Representative to push client agent and start unattended session with local and Remote devices. Unmanned locations can take advantage of Jump point, a Role served by one of machines on that network as conduit for unattended connections, Wake up machines and even connect via vPro AMT interface. * Remote Support 16.2 introduced Web Interface for Representative Console. * with same functions as Desktop Console.
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Find out what your peers are saying about Bomgar Corporation, Ivanti, Atlassian and others in IT Service Management (ITSM).
252,993 professionals have used our research since 2012.

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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