It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great.

In terms of features, it is a great tool. I don't see any area for improvement. It pretty much provides all the features that you need. I can't think of anything additional. It has everything that you could possibly want.

The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. 

You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.

Bomgar is an inclusive software package. It has been improved upon several times already. 

There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well.

iOS interactive support would be a cool addition. Right now it's a non-interactive view.

The licensing is very expensive. 

It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle.

Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system. In Apple's case, we're going to have Apple that's restricting that, but it would be nice to be able to remotely control someone's phone so that we could provide greater assistance in troubleshooting.

The solution should offer free training modules that focus on integrations for various servers, platforms, and devices. 

We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM. 

Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand.

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

The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance. We do this so we can provide remote support assistance 7 am to 6 pm, but we only enable the chat from 9 am to 5 pm.

They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM. 

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. 
• The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.

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 (that I could find) within the Bomgar Representative Console. 

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.

I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.

The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for 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.

The possibility to integrate a chatbot would take this product to the next level.

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 issue with Windows machines. This never really got resolved, so we mostly use it on Windows now. If they could figure it out, that would be great.

Another issue is that some windows lock up and you can’t do anything, if you didn't install as an admin, or if you connect to a non-admin user and an administrative screen comes up. For example, if we click on Control Panel, it freezes until the local user closes that screen. That's not an issue I ever encountered with other products.

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.

It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust. 

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.

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 include Virtual appliance. Some customers want a local standalone instance. This is where if you can host VM as against physical device its lot attractive proposition. One may consider a Virtual appliance as a stand by in case of physical appliance going for RMA.

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.

The configuration and permission options are extensive. However, we would appreciate having a search function in the settings.

It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice. It's no big deal. You have more sessions, you don't really need the voice part of it. It's just a convenience.

Other than that, it is a de-facto standard whether you like it or not.

It should have more integration with CyberArk. Of course, that's an open-ended statement. The reason being is because Bomgar, or now BeyondTrust, also sells something similar to CyberArk. CyberArkk has the largest market share. It doesn't seem that BeyondTrust will provide any knowledge base or integration for customers to integrate BeyondTrust with CyberArk. 

But from a partner concern, oftentimes we have customers using CyberArk. They ask us to provide professional services to integrate both. Then we have to work on our own without vendor support.

I would like to be able to transfer files between sessions.

I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat. 

Linux support leaves quite a bit to be desired. Ubuntu systems have issues with connectivity.

Mobile. Need more inroads into Apple devices.

They currently don't have remote access control  to Chromebooks, and I think they should start doing that.

In the next release, I would like remote access control to Chrome included. 
You can see the screen but not control on Chromebooks 

Technical support for this region can be improved.