Support software done right
Very intuitive, I like it very much. When you come across a product like this, you get to understand the experience that was put into the development of this product. No support software comes close.
It is really customizable and was thought carefully for enterprise environment. It is also suited for heavy support workloads where many agents have to fire up the console and help many customers at once. The new user interface is very nice too. Privilege escalation is a really useful feature and canned scripts really help at providing agile support.
It doesn't come with audio features. You can only use chat or you have to call your customer separately. The lack of audio it's its Achilles' Heel. It's also pricey, but the price is worth it, nonetheless the price can put off some companies.
Very efficient and dependable product. With 98 + up time.
Bomgar allows you to access clients systems with ease and stability. The product comes in a number of setups and technical support is superb.
The security certificate process when you have your own appliance can be dicey but it's still the best way to secure your customers have safe and secure remote access.
It was okay but not great. Manageable I would say. None the less it's still better than webex remote..
It's faster than webex remote. It's quicker to generate a link for clients so we can remote in. It's modern and better aesthetically.
Takes too long to set up. There were like different layers of authentication and token and codes to start it up and set it up. Too time consuming
Best Remote for Corp Support
Remote Support with ease
By having unrestricted remote access to all of the systems on our Network it has given us the ability greatly increase our productivity and almost eliminated travel to remove locations.
The ability to allow any system user to give me remote access thru our remote support web site without the user having to have any client pre loaded.
I don't have any cons with the software.
Good and secure software for online remote support to other users.
Definitely doing online support in a secure way is important among many companies, specially that remote work is increasing.
It is a light application, that offers a lot of functionality to do online remote support, including taking control over the other computer, transferring files, etc.
It would be great if audio transmission was also possible, doing supports while using the audio computer would be a great addition (at least the version I was using did not have this functionality, maybe newer versions have it).
Great remote tool
I was amazing for what it was doing for us. I wished we would have kept it but it was not adopted so it is gone now.
I like that one you have the agent on the machine and it is hooked to to the internet you can use the tool to remote on to the system at will. No user interaction is need as long as you have to correct access.
I really did not run in to any issues in the short time we had the the remote tool. I have noting bad to say about it.
No more nervous phone calls trying to explain something technical
I knew this as Bomgar before, but with the name change, the solution stayed the same great thing it was before.
I am using BeyondTrust remote support feature only at the moment. I absolutely adore that it is easy to install, so the users I am helping don't have a hard time making this first step.
It lets me take over control over their device remotely, so I can fix the problems they are having, or explain different marketing, or analytics related things they want to know.
Sometimes the audio / video is not in sync with each other but this is a problem that could be caused by the internet connection.
It's the BOM(b)gar
Super-secure remote support in a world full of evil hackers and clueless users. Highly recommend. It's the best for a reason.
Best remote login software ever. I never thought LogMeIn Rescue would be conquered, but this one takes the cake (mainly because it's so integrated that I don't have to spend 15 minutes trying to get non-tech savvy users to access LogMeIn and input the code
No cons! Great for file transfer, remote access, break/fix, and all your other IT needs helping remote users
Easy remote support while maintaining a controlled environment
Staff will always have hesitation when allowing IT to remote into their computers. This can cause resolution and deployment times to skyrocket.
But Bomgar Remote Support features a full suite of tools that allows the company and its users to feel confident in letting IT remote into their machine because of its many features and customization options.
Bomgar Remote Support is easy to install and manage for your staff and IT support.
You can deploy a shortcut to computers and set it up to start remote sessions immediately, or allow a support rep to give a session key to start the session. So there are lots of options to customize how you want to manage support sessions.
Once you're remoted in, a range of options for controlling the computer are available to the rep, allowing the sessions to go faster like control panel shortcuts, screen shot options, and an easy to use file share interface.
The customer can see everything happening and chat with the rep in a chat box, which also displays helpful information like what commands the rep is running in the background.
There is a lot of transparency when running Bomgar so everyone can feel safe and comfortable sharing their computer with an IT rep.
Bomgar also integrates with other software like Service Now.
Bomgar Remote Support does take a lot of planning to set up properly and get running efficiently.
A lot of the security and transparency features will require a lot of app administration. If you're a one-man or smaller shop, you will have a longer time getting many of its features up and running.
A recommended and dependable remote endpoint management and technical support portal
A powerful Remote Endpoint and support tool for professional IT shops.
- Full-featured remote endpoint and service portal that allows IT admins and technical support organizations provide support for technical and non-technical clients and their workstations/servers
- I have deployed Bomgar at two organizations as an IT Administrator and support person, and Iove how dependable the endpoint agent software is for connecting to all workstation endpoints we support. If you need to connect to a workstation on an isolated network in a building across the city? No problem, open the Bomgar admin console and find the workstation in endpoint inventory and can remote into the machine, transfer files, chat with a client on the machine via bomgar chat, or control mouse and keyboard.
- Start impromptu support sessions and guide customers to the bomgar support portal and request a session with you or any other active administrator who is available, all on the fly.
- Enterprise support is very helpful, I have had to leverage them for guided updates and configuration advise. They are professional and well-trained
- Bomgar offers physical and virtual appliances, I have deployed both physical and virtual solutions from them, both work the same.
- As a purchaser of a Bomgar appliance, you still need support for the hidden back-end of the appliance. One deployment of this solution, we ordered two virtual servers, I believe at different times. As such, the hidden linux back-end of the software were inherently not exactly the same build configuration, and we discovered this during an upgrade of the software version and they reacted different to the upgrades. This was an unexpected setback, however, to the credit of support they were professional and prompt with their diagnosis and provided tailored update packages to finish the upgrade.
- There are lots of free solutions that can work for remoting into endpoints and providing support remote for endpoint users these days, which may make the value of Bomgar less desirable due to cost of appliances, annual license renewals and upfront license costs, depending on the budget. If you can afford it, it's worth the money for quality of the product and its features.
It's not Marmite, everybody loves it!
I love the way it brings a lot of remote support tools into one console so you don't need to know some of the more advanced techniques to deliver support (e.g. opening remote session within registry editor, using admin$ etc) but what I think is even better is the canned scripts.
I can create a canned script to run routine but advanced tasks on remote system but then make it available to the service desk enabling a semi-skilled SDA to complete tasks that would normally be passed back to 2nd and 3rd line support. Not only does this increase the first fix rating, it also (as I've been told by the SDM) adds to the moral of the SD team as they feel trusted and empowered.
One thing that really does raise Bomgar above the competition is their excellent customer service, which I have not even seen matched let alone bettered!
Well, I have to say I'm struggling with this part. Maybe I'd like to see the individual licence fee come down a bit, not that it isn't value for money, it's just we have a limited budget so cannot afford as many as we'd like.
It's worth noting here though that Bomgar have supported us (a non-profit university) in this area but giving a generous discount and 'loaned' us an extra couple of licences (for free) when we really needed them for a short time but simply didn't have the money to buy them...
Solid Product for the last 4 years
Beyond Trust Remote Support is the most used tool in our companies arsenal. We are able to support our clients with little to no interaction on the customers end.
Simply put, it works. We have used multiple products in the past and the Beyond Trust Platform can not be beat. With the correct programming our technicians have access to the most used scripts to support our customers at the click of a mouse. The integrated presentation mode has been a huge asset for customer training.
Prior versions of the Jump clients leave unnecessary leftovers on the client computer. Occasionally we will have to uninstall the Jump Client to clean up the customers system and reinstall.
Best secure remote support software I have ever used!!
A clean, professional, and impressive way to support a customer or client.
I really like this software for starters. I convinced my department manager at my previous job to purchase it because of it's functionality, reliability, and integration to other software. It is great for tier based support from tier 1 receiving calls to escalating it to tier 2 and tier 3. The transition from each tier and group that we had for certain calls was smooth. Another bonus and like was the type of devices/operating systems it support in it's remote support service. Also, the integration to other products that we used along with our actual product. That part was a beauty to setup and see work with zero issues. Overall the best in my book. Just wish my current job could afford to purchase Bomgar (fingers crossed).
There are only a few cons I have and they are very minor. One being that they are not able to support Chrome OS yet and I feel like they are trailing the market on this. The other con is installing the patches to the hosted appliance you house in your server room. The patching process could use some attention for user ability or someone not as experienced in networking etc.
Overall it works as advertised. It also integrates with a couple Service desk tools on the market which allow you to launch a remote session from within an external Service desk system.
Bomgar is an excellent program for remote control over computers and servers. We use it extensively on the Helpdesk when helping customers remotely. Its easy to use and doesn't require alot of skills to initiate a session.
I would like to see it have a less chatty agent on systems. The agent communicates with the main server quite a bit. I would also like to see it not have an agent for every remote session. This requires updating the agent on every machine when an update comes available.
Great product, a bit on the pricey side
I provide remote helpdesk support for a wide-range of users from different industries who are seeking immediate assistance and resolution, typically before an onsite visit would be employed. Bomgar, once it is up and running, is a really good remote support tool and I don't mind using it- would like it if the price were not so high, but hey, its the cost of doing business these days! Still a really good product, however.
Setting customer's up is pretty easy. I find that when I use Bomgar over other remote support services like TeamViewer or Logmein for example, I think Bomgar's interface for connecting with a customer is smooth and pretty efficient.
The way Bomgar implements the elevated privilege feature. If a customer has already agreed to have a remote session with me as an IT Pro, then that function should be a clickable feature BEFORE the session begins and on the client's side.
Sometimes after getting connected with the customer, the elevated privileges can become cumbersome and sometimes time-intensive, either because the customer does not know their username and password or attempting to get the privileges as the IT Pro, does not work, because at times Bombgar does not recognize my (correct) admin credentials.
Bomgar - Great Tool for Remote Support
Remote Support from Bomgar is our main tool we use to provide support to our end users. Because it is easy to use on both sides we have not looked anywhere else. Cost is great too.
It is very easy to use for our end users so they can get can get connected to our support team and the ability to elevate privileges makes resolving their issues remotely much easier. In app chat is also a nice feature that comes in handy when working with our end users.
There is very little to not like. It is easy to use and we have not experienced any outages or issues in the time we have been using it.
Does what it says on the tin
Providing remote support to every user - priceless!
All-inclusive remote support solution at your fingertips. Nothing like helping remotely an executive, who is traveling and urgently needs IT assistance.
Powerful solution for every IT Administrator. Not only you can remotely assist virtually every user on your network, you can also invite external representatives, should there be a need. Another feature that I like specifically is being able to present, where a remote user can see your screen. This can be used for training purposes. Recording can always be benefitial. Seamless AD integration and policy assignment helps with user administration. Pretty much set it and forget it service. While there are many competitors out there, I would always go with Bomgar.
Cost! This product is expensive. I mean, it's worth every penny for what it does, but getting such solution for your company may be a challenge.
Another problem that I noticed is the Bomgar console for Mac users. While a Mac user can connect to the workstations and servers, that already have the jum client installed, an ability to "jump" to any workstation is not there. For such instances, I have to use my Bomgar cosole on the PC.
This is amazing remote support
This is almost like the internet for us. When it goes out we are not having a good day. The good and bad to that is that if the internet goes out we are out of this, but other than that we have only had one time where it went out and that was because our device needed to be replaced. Another selling point to it was that we were able to get a backup uploaded to their support and they setup a cloud appliance so we could get right back up and working.
I love everything about this product. This is super easy to use, it has tons of great features, its rock solid and they have great support. The remote feature itself is great but that is a small part compared to what all else this can do. You can do just about anything you want or need to computers as you connect. If you are working on specific things and have scripts or software to run, this make it very easy to run those from the console. We have tons of scripts setup to run in the background to fix any number of issues.
Honestly the only thing to dislike is the price. This is definitely at the top end of remote support products, but i think it justified by what all you can do with this.
Great remote access support tool
As an international company with ports in central and South America and the Caribbean basin , providing Technical Support or training is essential. This tool has allowed us to provide hey see what the user sees approach. When the user indicates that they are unable to perform a specific task or if they're having problems with their PC drivers , etc this application has allowed us to remote access the PC and see exactly what the user is experiencing . It's transparent . Some applications will change the background or graphics when logging on , but with my experience this application has not done that.
This tool provides some of the best remote access troubleshooting abilities . The ease of use of this software is outstanding. Functionality and the ability to have users go to a web portal or provide them with a link to download a small package for remote access. I was not directly involved with installations and integrations of this product in our organization but have been told that it was quite simple.
I can honestly say I've had no issues with the product . It's performed well . Loaded with features . Nothing that I can say that would be dis concerning
Useful for IT issues
Overall this has been a great tool and allows you to have IT help at your fingertips as if you had someone sitting right next to you.
Bomgar allows our IT department to remote into our workstations and address computer issues. It's very user friendly! Once opening the program our IT tech will provide a session key number which you enter and allows them to remote in and take over. I'm generally on the phone with IT while they are accessing my system, but there is also a chat feature that allows you to communicate with whoever is remoting in. Both users can utilize the mouse or keyboard, so I can show them exactly what I clicked on or what error message I am encountering. It has saved so much time as our IT team is relatively small, and an inability to access programs or have a functioning computer can easily impact patient care. I don't have to wait hours for a ticket number to get assigned to a person who has to triage me along with tons of other people. You can also get a transcript of your chat after you have closed the session. There's an icon that will appear on the top right hand corner of your screen to let you know you are connected and someone else has access, and it's easy to know that the session has ended because the icon disappears and there's a notification that you have logged out.
I have no problems with this software! I have never had trouble with it loading, and each time I've had to use it it has booted up quickly without error, runs smoothly while someone else is accessing my computer, and is incredibly easy to navigate and use.
Bomgar/BeyondTrust Remote Support is perfect for mid to large companies
Having moved from a less-featured remote support software, Bomgar was a huge step forward. The old system required administrative rights on the endpoint for EVERY user that connected and there were no permissions to assign.
Although it can be pricey, once it's up and running, Bomgar is the solution I'd recommend for remote support.
It's fast remote support software that just works. It has plenty of features to make remote support of end users a breeze. Permissions are granular and you can limit access by need.
The initial configuration can be a bit daunting. Some words/descriptions may not be simplest to understand in the admin sections. It's the only downside to having a product that has so many features available.
The Swiss Army Knife of Remote Support and Unattended Management!
Ease of initial setup was a breeze for my cloud based Bomgar instance. I was able to have customers connecting within a matter of hours. The ability to deploy Bomgar Jump Clients on machines which I need instant access to when providing managed services is simple and works wonderfully.
No other remote support software offers the features that the Bomgar product boasts, which does contribute to the price of the product versus the competition.
Pricing model is difficult and is not feasible for small companies, or companies just getting started. The yearly fee for a cloud hosted instance is quite significant, and purchasing your own Bomgar appliance is even more significant.