Bomgar Remote Support Reviews
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Apr 12 2018
Live chat enabled a new service desk support channel, integrating with our Service Management toolset
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… 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… more»
What's my experience with pricing, setup cost, and licensing?Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider… more»
Which solution did I use previously and why did I switch?We utilised Novell (now Micro Focus) ZENworks’ in-built Remote Control tool. We wanted the additional functionality offered by Bomgar, the full session audit, the chat… more»
What other advice do I have?Set up a full project that looks to implement the full suite of functionality. Maybe phase the implementation to get the key functionality in place, and then look to… more»
Which other solutions did I evaluate?We did a competitive tender. Bomgar was the only vendor in the market with the requirements we were looking for.
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… 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… more»
What needs improvement?Bomgar is an inclusive software package. It has been improved upon several times already.
What's my experience with pricing, setup cost, and licensing?Ask a lot of questions. It is not the most cost effective solution on the market. We believe for the money, it is worth what you pay.
Which solution did I use previously and why did I switch?We were using LogMeIn before deciding to go with Bomgar. While LogMeIn was a decent solution, Bomgar had several features that we liked. These features were not supported by LogMeIn.
Which other solutions did I evaluate?We evaluated a few different options, like UltraVNC and TeamViewer as well as others. None seemed to compare to the proprietary nature of Bomgar and their ability to record each session.
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Mar 13 2018
Integrated chat service with quick elevation to a full control support session has increased our service desk efficiency
What is most valuable?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… more»
How has it helped my organization?The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.
What needs improvement?The possibility to integrate a chatbot would take this product to the next level.
What's my experience with pricing, setup cost, and licensing?The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this… more»
Which solution did I use previously and why did I switch?We used one vendor for our remote tool and another for our chat service. None of them met our requirements, so an integrated solution was key.
What other advice do I have?I would advise others to write down and visualize their requirements. Remember that this tool can be one of their core components, so an ongoing project is necessary… more»
Which other solutions did I evaluate?We evaluated TeamViewer and Zendesk.
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… more»
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… 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… more»
What's my experience with pricing, setup cost, and licensing?In my experience, Bomgar is a superior product. Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.
Which solution did I use previously and why did I switch?I have used other tools in the past, but this was the first remote support tool that we have purchased.
Which other solutions did I evaluate?We evaluated LogMeIn, TeamViewer, WebEx and GoToMeeting.
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… more»
What needs improvement?I would like to see more integration with iOS devices along with better connectivity and communication with these devices.
What's my experience with pricing, setup cost, and licensing?I would like to order more licenses. This would allow us to support more end users concurrently. I also would have picked an internal team member who was going to stay on… more»
Which solution did I use previously and why did I switch?We used the Remote Desktop Connection application which is native to Windows.
What other advice do I have?I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful.
Which other solutions did I evaluate?Bomgar was recommended to us by Cherwell. Once this tool was explored, we bought it.
Apr 16 2018
What is most valuable?The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow. Also, it allows IT to "visit" and take over a session when assisting.
How has it helped my organization?The firm has greatly benefited from using Bomgar Remote. It is a lightweight, reliable solution that gives IT a direct visual of occurring issues.
What needs improvement?During initial deployment of the Client on employee devices, there were just a few which failed. This required a second try at installation. We did not know which failed due to no reporting of Clients… more»
What's my experience with pricing, setup cost, and licensing?Bomgar has a very fair pricing structure.
Which solution did I use previously and why did I switch?We used LogMeIn and switched due to rising its cost. We also had prior experience with Bomgar.
Which other solutions did I evaluate?No other options were evaluated.
Apr 15 2018
What is most valuable?We have integrated Bomgar's chat with ServiceNow and provide its chat as a main method of communication between our support team and users. The seamless integration of chat, our ITSM management software, and remote viewing/control software… more»
How has it helped my organization?Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide.
What needs improvement?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. Screen casting is a nice workaround for now.
Which solution did I use previously and why did I switch?We used Windows Remote Assistance and Windows Remote Desktop. We still use these products, but rely on Bomgar for off the network support.
Which other solutions did I evaluate?We considered LogMeIn and LogMeIn Rescue. These other solutions did not have the same features that Bomgar had to offer.
Apr 17 2018
What is most valuable?The ease of connecting with a client. No silly applets or anything to install. It just run the executable, then it connects almost instantly.
How has it helped my organization?This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk). This product "just works" (without fail) and is dead-easy for clients to connect with.
What needs improvement?This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion. However, this is not a huge downside. I would also like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.
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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