Bomgar Remote Support Valuable Features

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. * Mobile device support option - While we are not currently making use of this, it is one that is on our roadmap to introduce and will be valuable for a heavily mobile workforce. View full review »
Dilip Kulkarni
Senior Professional at a tech company with 10,001+ employees
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. View full review »
Kevin Baldwin
PC Technician at a university with 501-1,000 employees
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 need to work on, then perform the needed work. View full review »
Robin JøRgensen
Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
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. View full review »
Eric Wyman
Systems Administrator at a energy/utilities company with 51-200 employees
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. View full review »
Jason Stallings
Data Center Technician at a Consumer Goods with 1,001-5,000 employees
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. View full review »
IT Support Specialist
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. View full review »
Rani Biffle-Quimba
IT Business Analyst with 5,001-10,000 employees
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 makes for a valuable tool. View full review »
James Marshalsay
IT Client Solutions Lead at a university with 1,001-5,000 employees
The ease of connecting with a client. No silly applets or anything to install. It just run the executable, then it connects almost instantly. View full review »
Andrew Blaner
IT Help Desk Manager at a university with 5,001-10,000 employees
* SAML integration * Reporting capabilities * Integration with ServiceNow * Multiple web portals * Jump Clients * Remote mobile support View full review »

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