Bomgar Remote Support Pros and Cons

Bomgar Remote Support Pros

it_user515472
ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees
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 solution, enabling a far wider reach to our end-users.
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Dilip Kulkarni
Senior Professional at a tech company with 10,001+ employees
Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console.
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Kevin Baldwin
PC Technician at a university with 501-1,000 employees
We rarely need support for anything, but when we do, they are on it and always helpful.
I personally like the ability to share files with other machines.
Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.
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Robin JøRgensen
Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.
The jump to feature function is the most valuable to us as it allows us to directly remote control customers.
We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime.
I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups.
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Eric Wyman
Systems Administrator at a energy/utilities company with 51-200 employees
The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial.
One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously.
The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled.
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Jason Stallings
Data Center Technician at a Consumer Goods with 1,001-5,000 employees
Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.
It has allowed us to quickly address the needs and issues of our end users.
We are able to be more effectively connected to computers and servers all over the world.
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Mag
IT Support Specialist
It has a straightforward setup. Bomgar has created a simple, lightweight deployment process.
The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow.
It is a lightweight, reliable solution that gives IT a direct visual of occurring issues.
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Rani Biffle-Quimba
IT Business Analyst with 5,001-10,000 employees
The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool.
Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide.
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James Marshalsay
IT Client Solutions Lead at a university with 1,001-5,000 employees
This product "just works" (without fail) and is dead-easy for clients to connect with.
This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk).
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Andrew Blaner
IT Help Desk Manager at a university with 5,001-10,000 employees
We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration.
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Bomgar Remote Support Cons

it_user515472
ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees
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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Dilip Kulkarni
Senior Professional at a tech company with 10,001+ employees
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.
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Robin JøRgensen
Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
​The possibility to integrate a chatbot would take this product to the next level​.
Although the learning curve is steep, the product is well-documented.​
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Eric Wyman
Systems Administrator at a energy/utilities company with 51-200 employees
Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit.
The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.
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Jason Stallings
Data Center Technician at a Consumer Goods with 1,001-5,000 employees
I would like to see more integration with iOS devices along with better connectivity and communication with these devices.
I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.
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Mag
IT Support Specialist
There were a few employee devices that failed during the initial deployment, which required a second deployment.
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Rani Biffle-Quimba
IT Business Analyst with 5,001-10,000 employees
It needs better Linux support. We have had issues with Ubuntu specifically.
I would also like to see better support of Apple devices while using a Windows remote support console.
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James Marshalsay
IT Client Solutions Lead at a university with 1,001-5,000 employees
This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion.
I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.
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Andrew Blaner
IT Help Desk Manager at a university with 5,001-10,000 employees
The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.
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