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
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.
Real User
Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
Mar 13 2018

What do you think of Bomgar Remote Support?

Primary Use Case Intility is a cloud service provider who serves more than 600 companies with 20,000 users worldwide. It is key to provide our customers with enterprise grade support, and an integrated chat and remote tool support system is essential for this purpose. Easy collaboration between technicians across departments and locations enables us to handle support inquiries efficiently. • Improvements to My Organization The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency. • Valuable Features The jump to feature function is the most valuable to us as it allows us to directly remote control customers. Furthermore, the Collaboration feature between technicians is also crucial. • Room for...
Real User
Systems Administrator at a energy/utilities company with 51-200 employees
Apr 17 2018

What is most valuable?

Remote shell and file management are critical tools that I leverage regularly on the Bomgar Remote Support platform. Also, the remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled.

How has it helped my organization?

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 time savings that we experience from being able to get hands on... more»

What needs improvement?

The product is pretty well rounded, but there are a few things that could be improved. * 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. *... more»
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...
Real User
Data Center Technician at a Consumer Goods with 1,001-5,000 employees
Apr 18 2018

What is most valuable?

I like how easy Bomgar makes it to connect to end users and endpoints. I am able to easily connect to hardware all over the world.

How has it helped my organization?

Bomgar is an amazing tool which has greatly improved our service desk's ability to support end users. This has allowed us to quickly address the needs and issues of our end users. We are also able to be more effectively connected to computers... more»

What needs improvement?

I would like to see more integration with iOS devices along with better connectivity and communication with these devices.
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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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