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Makes Dealing with IT Issues So Much Easier!
What do you like best about the product?
As many office workers do, since most of us are using several different applications simultaneously throughout the day, I find myself on the phone with our IT Help Desk probably once a week. Being able to grab a quick Session Key from the agent and have them remote into my machine so I can show them the exact issue (vs. trying to explain with my comparatively limited tech knowledge) is so convenient!
What do you dislike about the product?
In some ways, the program doesn't seem terribly innovative. For example, I wish the chat feature was a little easier to access while my screen is being controlled. There have been several times the agent was somewhere in my machine fixing something and I've wanted to be able to type them a message. However, I would be taking the mouse and keyboard away from them in order to do that. I wonder if there might be a way to split controls so that the user can use their mouse and keyboard separately from what the IT rep is doing.
What problems is the product solving and how is that benefiting you?
A huge benefit is that, by using Bomgar, I don't have to submit a ticket and wait 48 hours for someone to get something fixed or installed on my machine. The IT rep can just remote in and do everything in realtime so my issue gets handled immediately!
Recommendations to others considering the product:
It's easiest if you are on the phone with whoever is remoting into your machine, so that you can talk and ask questions outside the Bomgar text chat feature. Since they will be controlling your mouse, etc, it's often awkward and difficult to get into text chat while they are trying to fix your machine.
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The most secure remote solution in todays risky cyber world
What do you like best about the product?
The most flexibility in terms of:
Configuration - Everything can be customised (security, network, look and feel)
Integration - Supports all enterprise ITSM platforms
Very secure as all security features can be configured to your own standards, and hosting your own appliance in your data centre and behind your own firewalls gives you a lot less to worry about.
Configuration - Everything can be customised (security, network, look and feel)
Integration - Supports all enterprise ITSM platforms
Very secure as all security features can be configured to your own standards, and hosting your own appliance in your data centre and behind your own firewalls gives you a lot less to worry about.
What do you dislike about the product?
Too many configuration options! Hard to find them sometimes, the back-end admin could use some improvement.
What problems is the product solving and how is that benefiting you?
Security Challenge - hosting under your own domain and branding like your own give better sense of security and trust.
Cost - Lower annual costs than other products, reduction of costs on site visits.
Flexible - Connectivity options are limitless, many platform and product integrations with API's and packages.
Cost - Lower annual costs than other products, reduction of costs on site visits.
Flexible - Connectivity options are limitless, many platform and product integrations with API's and packages.
Recommendations to others considering the product:
Ensure your networking team know what you need (SSL Cert, Firewall, DNS), and make sure your security providers and team are also involved.
Help Desk Troubleshooting
What do you like best about the product?
As an instructional technology analyst for the Help Desk at a major state university, there are a lot of options we could have chosen to remotely troubleshoot customer issues. Ultimately, we selected Bomgar for its robust features and the ability to store the data on our own servers for additional security of sensitive FERPA data.
What do you dislike about the product?
My main complaint with the software is the alerts settings. It is currently not possible to set the audio/visual alerts to be specific to a specific queue. For the agents who are only in one or two queues, that's not a huge deal. But for those of us who are supervising 5+ queues, the alerts for queues we're not scheduled to manage that day are a pain!
What problems is the product solving and how is that benefiting you?
Being able to provide a 24/7chat option for our students is absolutely essential, especially given the size of our online campus and the number of international students and students studying abroad! In addition, the remote access capabilities allow us to more directly troubleshoot customer issues with our various software platforms is phenomenal! It reduces stress and allows for a greater percentage of first-contact resolution!
Recommendations to others considering the product:
Bomgar will send agents out to train you and your team directly, but they also offer online training options and certifications. They have been abundantly supportive in customizing our implementation. Since all of the chat records are stored on our own internal servers, we have an additional layer of security!
Best Remote Support Software
What do you like best about the product?
Bomgar is accessible from anywhere, remotely, while on vacations, and it even works on Mobile Phones. Jump points are cool too.
What do you dislike about the product?
I haven't found any downsides besides the fact that sometimes the client gets an "Unrecognized client detected" prompt instead of connecting, but anyway you can workaround by sending a link or jumping in the system.
What problems is the product solving and how is that benefiting you?
Working in IT, we support all users. MAC, Android, Windows, iPhone so we've used it for pretty much anything related. The big benefit is that it's simple for the users, and faster to connect.
Recommendations to others considering the product:
Try it, it is honestly the best i've found.
Remote Support and Chat Support
What do you like best about the product?
Ease of set up, ease of training and ease of use for support staff and use by clients.
What do you dislike about the product?
Nothing, great product. We have nothing about the product that we dislike and are currently reviewing expansion to an enterprise product.
What problems is the product solving and how is that benefiting you?
We are utilizing Bomgar as a remote support tool. We struggled for years with inferior remote tools with many issues. Worked well inside firewall, but not outside. Worked well for one format not others, didn't work at all.... Bomgar allows us remote support on campus, nationally and internationally as needed agnostic-ally through browsers. We were able to change our onsite support model completely using Bomgar, using a Bomgar first rule before dispatching onsite support significantly reducing our onsite support needs.
Recommendations to others considering the product:
Outstanding product
Bomgar is a Fantastic Piece of Software
What do you like best about the product?
I really like that the software not only let's you view a customer's computer, but also let's you control the computer to walk customers through solving the problem that they might be having.
What do you dislike about the product?
The only thing is dislike is having to have the customer navigate to a specific site or their email to allow us access. This isn't really Bomgar's fault though as it is usually technically challenged customers that a struggle with this.
What problems is the product solving and how is that benefiting you?
Helping customers log in to different programs or sites that don't seem to be working correctly for them.
Remote access for the win!
What do you like best about the product?
Over the years we have used many different remote access tools and BOMGAR is the last tool we will ever buy. If you can afford getting into a B200, you wont regret it. This product offers robust sessions that keep live through quite a bit of various issues that would know off lesser agents, as well as keeping live AFTER a reboot. We love that it was easy to set-up as well as manage day-to-day. This solution allows us to also support cross platform including from Mac OS and from Linux (I used UBUNTU). we an separate out clients and queues from certain users as well as utilize canned scripts and chat.
What do you dislike about the product?
I wish that the barrier to entry was less. This system can set you back a bit. We also wish that this would offer a html 5 in browser client so reps could support people from a borrowed computer. It's a niche request I know, but then any computer can be a support computer!
What problems is the product solving and how is that benefiting you?
Remote Access to Servers
Remote Access to Workstations
Remote support
Remote Access to Workstations
Remote support
Recommendations to others considering the product:
Do the demo, it's worth it. Also, not sure if they are still doing it, but if you are a DELL KACE K1000 user we received two free licenses, we purchased the appliance but saved on the 2 seats (this saved us something like $2500)
One of the Few Products That Just Works
What do you like best about the product?
Rocksolid platform that does what it advertises, and does it well.
We use the product almost evenly between installed remote clients and ad hoc support sessions. Bomgar has continuously refined the web interface to make the ad hoc support experience a quick and easy process. Typically our ad hoc users are very non-technical and they can very easily download and start a support session on their browser of choice.
The Bomgar agent works well over lower bandwidth connections, and can automatically adjust the administrator experience (high color, black and white) depending on the end user connection speed.
Multiplatform support for both remote endpoints and the administrative console is done extremely well. Major updates are typically release twice per year (easily installed through the appliance HTTP GUI), and typically include new features that continue to differentiate the product. Once the initial configuration of the appliance is done, there is very little care needed to run the platform.
We use the product almost evenly between installed remote clients and ad hoc support sessions. Bomgar has continuously refined the web interface to make the ad hoc support experience a quick and easy process. Typically our ad hoc users are very non-technical and they can very easily download and start a support session on their browser of choice.
The Bomgar agent works well over lower bandwidth connections, and can automatically adjust the administrator experience (high color, black and white) depending on the end user connection speed.
Multiplatform support for both remote endpoints and the administrative console is done extremely well. Major updates are typically release twice per year (easily installed through the appliance HTTP GUI), and typically include new features that continue to differentiate the product. Once the initial configuration of the appliance is done, there is very little care needed to run the platform.
What do you dislike about the product?
System upgrades require the upgrade of the endpoint remote agent. This can sometimes cause issues if a client is offnet for an extended period time, and then needs assistance. The client must be update for the remote agent support to be available. Typically this process occurs quickly, but can start a support session of on a shaky start.
What problems is the product solving and how is that benefiting you?
Remotely supporting both our internal company endpoints, as well individuals that are external to our company.
We can very easily remotely support a distribute internal company workforce. Approximately 30% of our workforce works from home offices. The remote support experience from an administrator standpoint is the same whether the endpoint is in our offices, or at coffee shop.
We can very easily remotely support a distribute internal company workforce. Approximately 30% of our workforce works from home offices. The remote support experience from an administrator standpoint is the same whether the endpoint is in our offices, or at coffee shop.
Recommendations to others considering the product:
Licensing is based on concurrent users. We have been able to successfully use 3 licenses amongst 6 IT workers through the use of the administrative console's activity timeouts. Review and understand your support process before attempting to purchase 1:1 licensing.
Efficient and effective support mechanism
What do you like best about the product?
The ability to deploy links directly to end users and use them repeatedly.
What do you dislike about the product?
Sometimes there seems to be issues with shadowing and multiple monitors (specifically to Wise terminals)
What problems is the product solving and how is that benefiting you?
We are trying to solve the efficiency and efficacy of the support teams. To allow them to work more cohesively and collaboratively. We are trying to drive the end users to initiate the contact via the Bomgar desktop "easy" button. We are also looking at integration with our IT service platform to allow direct connection through that portal.
Recommendations to others considering the product:
Try it, then get it. You'll be glad you did. The product only keeps getting better. I have moved on to another department, but we still use this product. I am not as active as I was when I was on the support desk, but being a "customer" of the support center now, I can tell you that it is absolutely the best product that I have used. The end user experience is fantastic.
Great remote support tool
What do you like best about the product?
I love how easy Bomgar is to use. We also love having the ability to connect with people that aren't in our organization. There are tons of times where we need to support remote employees and customers, and Bomgar has never let us down.
What do you dislike about the product?
There really isn't anything I can think of to dislike. The price is always a bit high, but for what you get, it's fair.
What problems is the product solving and how is that benefiting you?
We have had many times where a technician is out in the field and needs help. We are able to connect to them and fix an issue remotely and much more quickly than trying to talk them through a solution. We have also had times where outside vendors needed to see something and we were able to present to them our screen. Also, we have had outside customers that needed help with something and we would have them go to our support page and allow us to connect to them. It has made for much happier end users and customers.
Recommendations to others considering the product:
I would recommend giving it a trial and seeing how much you can do with Bomgar. You can get the just buy the box, but also try the features with them hosting. We have used both and it hs worked well for us.
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