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The most complete remote support solution I have used.
What do you like best about the product?
My favorite feature is KACE Integration.
What do you dislike about the product?
Apple does not allow any remote support.
What problems is the product solving and how is that benefiting you?
The most prominent problem Bomgar solved for us is remote support to mobile devices. Bomgar has full control capabilities to Samsung mobile devices which has helped us support our colleagues in the field in scenerios where other tools fall short.
Desktop support for our outlying plants/offices has dramatically improved our efficiently and time usage. Our users are much happier now that we can solve their issues much faster ad with less intervention on their part.
Manageability of our virtual server instance without having to login to the instances has been extremely useful in cases where certain policies make accessibility a challenge.
Desktop support for our outlying plants/offices has dramatically improved our efficiently and time usage. Our users are much happier now that we can solve their issues much faster ad with less intervention on their part.
Manageability of our virtual server instance without having to login to the instances has been extremely useful in cases where certain policies make accessibility a challenge.
Recommendations to others considering the product:
My best recommendation is to purchase the deployment services with the product. Implementation in a time conscious way that gets effective results is nothing short of complicated and unpleasant. The implementation team can get you all the necessary and recommended settings configured right out of the box. They will help you customize the product to fit your needs during implementation, but they will also try to rush through the process. Make them slow down and really dig in with you so you can get a good understanding of the administration side of the appliance right out of the gate because the first time you go to make a change without support it will likely take some time to find what you need.
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Awesome Application/Tool
What do you like best about the product?
"A picture is worth a thousand words!" This sums up my experience with Bomgar Remote Support. There are so many instances when assisting customers they are trying to explain their issue and terminology stops them. So, by viewing their monitor, (tablet, or phone!) it makes the process so much easier for both sides. Win-win!
What do you dislike about the product?
I don't dislike anything so, I really can't think of a negative...
What problems is the product solving and how is that benefiting you?
Speed. This not only helps our customer, but helps the ServiceDesk move onto other calls more efficiently and effectively.
Recommendations to others considering the product:
Go for it!
It's brilliant!
What do you like best about the product?
The fact that you can record the sessions is a really good idea and it works on many different platforms too
What do you dislike about the product?
Transferring files can sometimes be a little tricky.It would make the remote desktop connectivity a little easier. Otherwise, it's a great product and fits in with our everyday support and makes life a lot easier
What problems is the product solving and how is that benefiting you?
Remote support to thousands of students that are across 6 sites. We don't have the staff to be everywhere when users are experiencing Desktop issues.This in turn solves the issue straight away rather than having to visit site which takes time and reduces cost too!
Awesome and Useful Product
What do you like best about the product?
I like being able to provide effective and reliable support to my coworkers whenever and wherever they or I might be.
What do you dislike about the product?
There's nothing to dislike! This product is great!
What problems is the product solving and how is that benefiting you?
Allows me to provide effective support for employees who are across campus or otherwise not easily reached.
Beyond Trust Remote Support - One of our best purchase decisions
What do you like best about the product?
BeyondTrust Remote Support gives support professionals unequaled control of endpoint devices. Works with desktops, laptops, tablets, and phones. So easy to use, even the most basic end user can connect and get assistance.
What do you dislike about the product?
The only thing I would like to see is the ability to hear the audio from the endpoint device. This would greatly help in troubleshooting remote meetings and sound card issues.
What problems is the product solving and how is that benefiting you?
With limited personnel and a wide geographic area to cover, BeyondTrust Remote Support has enabled us to increase our response time on issues, which greatly increases our employees productivity. It also reduced our travel expenses by at least 50%.
Recommendations to others considering the product:
Although there are less expensive options available, BeyondTrust Remote Support is by far the most effective and reliable system I have experienced.
Very good remote support tool
What do you like best about the product?
I like the fact that it's very secure and reliable. Sessions are easy to start and I like the fact they are logged. This makes for a HIPAA compliant solution, which we need.
What do you dislike about the product?
The cost of the licenses can be a bit on the prohibitive side.
What problems is the product solving and how is that benefiting you?
HIPAA compliance, integration with our Helpdesk software system. Session logging.
Recommendations to others considering the product:
Make sure that Bomgar would have all the functionality you need but compare that list of requirements with other solutions that may be cheaper. Don't forget that Bomgar has very good technical support as well.
Ease Administration!! Feature rich tool with Security keeping the Key
What do you like best about the product?
The tool is easy to manage. The ultimate use of the tool is by Level1 or level 2 support guys, and this tool gives very ease management and very rich feature like video recording, automatic login to customer after a reboot while giving support. Auditing through ease to understand logs. Authentication through LDAP and other security features are great.
What do you dislike about the product?
A great product to have it in an infra for maintaining your endpoints or supporting them. Not yet anything to be dislike, working good.
What problems is the product solving and how is that benefiting you?
Support to our employees for general task and problems day are having in application install and issues.
Excellent user-friendly, quick solution oriented software
What do you like best about the product?
Bomgar Remote support is user-friendly for both IT support associate and the associate having IT issues. This allows for quick solution exploration remotely.
What do you dislike about the product?
There are no major dislikes with this software
What problems is the product solving and how is that benefiting you?
IT issues
Best Remote Support tool I've used
What do you like best about the product?
The sheer number of useful features is amazing. Having unattended remote support access to > 1000 of our customers' servers and PCs, with access permission restricted by team has saved untold hours. The session recordings have saved our bacon on a number of occasions, whether it be for liability purposes, just checking a product key that maybe got documented incorrectly, to reviewing a tech's interaction with customers for coaching, etc.
What do you dislike about the product?
The biggest issue our company has with Bomgar is it's price tag. We already have remote support built into our network monitoring system but Bomgar is so much better we are still willing to pay for it.
What problems is the product solving and how is that benefiting you?
Higher customer satisfaction and increased productivity are the number one benefits. It significantly increases the security for our customers as well - our rep console requires a 2FA login, and we can restrict access privilege by team or individually. It has been a good sales tool for us to be able to tell our customers that all of our work is recorded as well.
Recommendations to others considering the product:
It is truly a great product if you can afford it.
Use Bomgar all the time
What do you like best about the product?
I use the admin functions to watch my team and make sure they are doing what they should be while at work.
What do you dislike about the product?
I wish I could zoom in on a screen when I'm in dual monitor veiw without having to select a side in single monitor view,
What problems is the product solving and how is that benefiting you?
We work in a Tech call center so we have to Bomgar into multi client's machines throughout the day to visually walk them through problem solving and or see some errors of recreate issues on their side using their database and install instance.
Recommendations to others considering the product:
Great software for a support team to have as a resource! Use this in our office bu every support rep multi times a day. Client side is easy to connect just through an IP address or a website with just a few clicks.
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