Who Uses This Software?

BeyondTrust Remote Support offers the capabilities that enterprise level IT and customer support organizations need. We serve all industries.


Average Ratings

978 Reviews
Functionality Recommended Support

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • BeyondTrust
  • www.beyondtrust.com
  • Founded 1985
  • United States

About Remote Support

BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency.


Remote Support Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback

Remote Support Reviews Recently Reviewed!


Easy remote support while maintaining a controlled environment

Apr 02, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: 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.

Cons: 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.

Overall: 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.

A recommended and dependable remote endpoint management and technical support portal

Feb 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
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Pros: - 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.

Cons: - 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.

Overall: A powerful Remote Endpoint and support tool for professional IT shops.

It's not Marmite, everybody loves it!

Nov 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: 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!

Cons: 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...

Capterra loader

Best secure remote support software I have ever used!!

Mar 07, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: 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).

Cons: 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: A clean, professional, and impressive way to support a customer or client.

Capterra loader

Providing remote support to every user - priceless!

Jul 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: 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.

Cons: 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.

Overall: All-inclusive remote support solution at your fingertips. Nothing like helping remotely an executive, who is traveling and urgently needs IT assistance.

This is amazing remote support

May 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: 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.

Cons: 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.

Overall: 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.

Useful for IT issues

Dec 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

You can forget about regular RDP with this revolutionary product

Jan 13, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Where to start from, first and foremost you dont have to be on network to have an RDP session with a user. During my 3 years of experience as a security analyst, I have had trouble multiple times for not being able to reach user or have a session when the user is off network. I used to work with skype in these cases, but from last 1 year, skype is going really fast towards its end. Plus, if you are an admin, you can straight away hop onto a machine with bomgar client installed without user's approval. If the user does not have a client installed, a bomgar session can also take place via browser.

Cons: It is a client based system. I have had trouble setting up bomgar sessions via browser. Apart from that, I have had absolutely no trouble using bomgar

Overall: Our organization is spread across the globe and have been acquiring more companies. Bomgar has helped us to continue site services task during the time of mergers and acquisitions and in case the network tunnel is down

Capterra loader

Bomgar gives us total access to all aspects of pc troubleshooting. Saves thousands/year in travel!

Dec 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Access to troubleshoot most pc's and devices even from my phone. Love the ability to script actions that are repetitive on most pc's (set registry keys, install applications, run utilities). I can share remote sessions with other support specialists when needed. Jump clients allow me to initiate support sessions easily with our regular client base or on servers. We even use it to train individuals on new software or processes. License pools - a few licenses allow multiple techs to log in and out as needed. (we use 6 licenses with around 25 support specialists)

Cons: Cost is the biggest con. Up front cost and annual maintenance is pricey, but the cost savings from reduced travel pay for it easily. Audio from remote systems is not available, making troubleshooting of sound issues more difficult.

Overall: Greatly reduced travel costs for branch office desktop support. Faster response for client issues. Recovered hundreds of hours of travel time.

Bomgar is Great!

Jan 22, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: I have been a Bomgar user for a number of years and it's great. A few if the key features I love are...

- Invite users to start a session via sharing you session key with them or sending an email link, this makes it quick and easy to get connected.

- Auto reconnect after rebooting or loosing network connection. This is a huge convince! and time saver since you don't have to call the user to get reconnected while working on the issue.

- You can easily transfer and share you session with team mates.

- Built in chat feature.

- Easily View system information and transfer files.

Cons: There are some issues with running it on Google Chome or on a Mac.

Its not 100% seamless to users you are connecting to, you have to click though a few things but its still pretty easy.

Overall: We used this as a back up method for contenting to users and it has always been reliable.

Capterra loader

Bomgar is one of the most commonly used remote connection softwares, and has proven reliable.

Aug 01, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Bomgar is quick to download and run, and is able to be pinned to the computer it's running on, allowing the remote connection to be opened and connected to later.

When you're finished using it, disconnecting will close and uninstall the Bomgar program, ensuring the system cannot be accessed further.

Cons: It's very rare, but I have encountered issues where pinning a Bomgar connection can cause issues on Windows Server 2008. This does not occur on all servers running Windows Server 2008, but at this time it is unclear what is causing this issue. A regular, non-pinned session will not cause any issues.

This is also not the software to use if you plan on making repeated connections to a computer. Every time it runs it must be downloaded and ran, vs options like LogMeIn, which can be installed and run in the background so whenever the connection is needed you can remotely access the computer.

Overall: Bomgar allows the quick set-up of remote connections to computer systems. It's especially beneficial when working with users who may not feel comfortable working in-depth with computers, as it requires just a simple download to get set up.

The fact that it removes itself after use is a wonderful feature that makes it perfect for one-time uses, such as customer support.

A good lifeline to have

Sep 14, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
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Pros: The fact I can assist users that are both on and off our network via https is great. I prefer to use Apple Remote Desktop for our Mac users when the clients are on LAN or connected via VPN. When they are offsite with no VPN, it's a lifesaver. Bomgar is essential for Windows PC support however they are connected. The ability to easily transfer files to and from the client, support for some automation using scripts, is a good tool to have.

Cons: Can get bogged down due to bandwidth consumption. The default setting to reduce video display quality is a bit of a bother for both the user and tech specialist. Sometimes the connection fails completely for some unknown reason.

Overall: The ability to assist my customers wherever they are creates a feeling of confidence in the user. This creates a great working environment and a feeling of teamwork that is priceless.

The Best Remote Support Tool out there by far!!!!!

Dec 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Bomgar remote support is the best tool out there. We have been using it for 9 years, and I used it at a previous employer. The platform is sleek, and the bright orange stands out in our server room. I am on the early adopter's list for new releases, which I jump on to see what new and exciting things Bomgar is doing now. If you need remote support, or you have vendors accessing your servers, I suggest going to Bomgar, and getting a B200 or what fits your needs, as well as the Privileged access manager device, and you will have everything you need.

Cons: I love everything about it, but Id like to be able to transfer files between jump clients so I dont need to download to my local machine, and then transfer to the other client. Other than that, again, its the best

Overall: easy access to my remote sales team of 400 reps

It's solidly ok

Jan 15, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Bomgar does what you'd expect - it provides remote access to systems. There's some granular access you can set up to put systems into groups and assign access permissions, so if that's needed then you have pretty good control over it. There's 2 factor authentication and what appears to be decent security as well.

Cons: The interface is a bit clunky compared to some of the competitors. It doesn't show me everything I'd like to see about systems. For instance, it shows me hostnames, but in order to see who's currently logged in I have to click on a little triangle to expand the host. One of my clients uses a bonehead naming scheme, so I'm constantly digging through hosts to see who's using which machine. Some of the competitors to Bomgar show this information right on their management screen and a simple CTRL-F in the browser window will find the info you need.

Overall: Hey, it's a remote support tool and it works. So other than the clunky and ugly interface, it's solidly ok.

Capterra loader

Bomgar Makes Remote Support And Client Connection Simple

Feb 15, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Bomgar allows users to access and take control of our clients computer using a website. Users are able to access the website from anywhere making connection simple and efficiently enabling us to share files and troubleshoot efficiently. Multiple users are able to log into one remote system.

Cons: Entering Admin credentials through the console is not always simple. It is sometimes hard to direct clients to the correct Bomgar page.

Overall: The Bomgar console allows us to use admin credentials and elevate rights if it becomes necessary. Screen sharing is simple, collaboration from different team members takes a few simple clicks. Bomgar is the top of the line in security. Analysts can see all displays and the session can be either set up by the user or by the client. Bomgar has resolved several high urgency issues for our clients. Bomgar is one of the greatest assets to our company.

BomGuard is an excellent support tool

Mar 15, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We've been using BomGuard for about 1 year. The tool is a little too hard to get used to, but once you learned tricks it very useful. Features are really good for what we use it for. It's flexible and very user-friendly. I was part of a team that helped evaluate if the tool can be used as part of our IT solution. Once we had the tool setup, it was pretty easy to use.

Cons: We tested BomGuard with several other remote support applications. It wasn't as robust and feature-rich as the other competing tools. Although the features were enough to be able to support several of our locations. We were able to do workarounds to customize the tool to align with our processes.

Overall: Overall experience was positive. We were able to get the tool approved and used as a standard within our group. We also generated a process that allowed other departments to use the tool. There were several groups that supported other tools, but with the data, we generated during beta, we were able to get it approved. We would recommend.

Bomgar Review

Nov 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a great resource in order to connect a third party administrator and be able to share screens to relay information in real time. I currently use it with ADP and we use this in order to collaborate information by sharing each other's screens to make sure there is a correct setup in ADP, address and fix issues that we are having with the system and ensure that we have correct format such as our homepage. It is very simple to use and accept the Bomgar from ADP and connects very quickly.

Cons: The only downside is that you have to accept the software, allow it to connect, accept the terms and conditions, accept the user and then allow for the user to connect. It would be easier if it was web based and allowed for one connection to the user.

Overall: It has been integral for us at this time. We are going through open enrollment and implementation with ADP so we have had to use it several times in the past month. ADP has been able to connect us through Bomgar, see our screen and verify all of our benefit plan setups, eligibility class, home page and open enrollment profile. They have also showed us how to implement all of these items correctly through Bomgar and very useful since we are working on a remote basis.

Best Support Software

Mar 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Their Support is immediate and professional.

Very secure connection to give support to your users.

Technical support from Bomgar is impecable, as well as for their hardware as the software itself.

The ease of use of the software from your Mobile, Surface, PC is very well thought out and laid out.

I can be sure of the connection and can give support to my users and check on my servers at any given moment without any hassle, with just a data connection.

Jump PC, and monitor the status of the users' PC at that moment.

Cons: Not sure there were any, just getting used to at the beginning with the options the first day and off you go.

Overall: My overall experience with this Remote Support is flawless, from my remote support to my clients as well as their support to me.

Capterra loader

Wonderful to have remote user technical support

Jan 25, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: I am an employee at a university and our IT department uses this software to remote into a user's computer to help troubleshoot problems, install software, etc. It really helps problems to get solved more quickly and easily without requiring a tech to go to various locations. I have also been able to use it as an administrator to help a user with a specific software program that was having an odd problem with the software and to help train that user. I like that both the tech working remotely and the user can both control the keyboard and mouse. It is nice to get notified the whole time that the tech is connected to your machine and when the disconnect is done so you don't have to worry about privacy.

Cons: As with any remote software, the speed of use can get slow and controlling the mouse can be tricky.

Overall: This tool has been very useful in helping tech support to quickly help me solve problems that were puzzling to me. I like to try to research and troubleshoot my own problems, but knowing that tech support can remote to my computer makes me more likely to contact them, which does save me time. I know that I'll be able to watch and learn from them as they solve the problem.

Excellent remote assistance and queue management for tech support teams.

Aug 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Deployable "JumpClient" makes remote connecting to customers a breeze. Remote requests prompt users and the Representative Console makes sorting through new requests and finding users to connect to very easy.

Cons: Honestly, this is nitpicky, but the name. We've had Bomgar implemented for over 2 years but we still get "concerned" emails about this aggressive-sounding software "popping up" in the system tray of user's computers. Education is helping, but there really is no great fix for that, and you can't really fault the creator for using his unique surname for the great product.

Overall: Better than VNC, RDP, remote assistance or many other remote connection software options for its ability to deploy and scale cross-platform, as well as usability for non-techs who need to be able to access customer computers.

Bomgar

Jan 28, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have access to four tools that give us some kind of remote access to our customer's computers. Bomgar is the best, gets used every day, and has a features suite that is unmatched. Our customers travel the globe, sometimes have emergent needs, and are sometimes difficult to understand in text or bad voice connections. Being able to reliably remote into their computer to assess and resolve the situation is priceless.

Cons: It has a cost for as many techs as we have on staff, but it is worth it.

Overall: We have 20 tier two Help Desk techs who use Bomgar every day in every situation conceivable, including customers who are presenting at the time. It works well, and when it doesn't work, we then know there is a network problem between us and the customer that needs attention.

Capterra loader

Bomgar Enables an Organization to Instantly Respond to Its Users

Nov 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: I love the out-of-the-box ability to route chat sessions based on preset conditions. We have Bomgar integrated with Canvas. Based on a user's role in Canvas, we can route a chat session to appropriate personnel (the routing happens on the Bomgar side). For example, if teacher initiates a chat session, then that person is routed to a different support channel than if a student were to initiate the chat session. This integration is only possible because Bomgar provides an API allowing 3rd party integrations.

Cons: My biggest complaint is the lack of ability to customize the color of the send button in the chat window. Its default is orange which clashes with our institution's primary color of green. I hope Bomgar provides a method to edit the color of this button.

Overall: Using Bomgar has greatly increased our ability to support our users and reduce phone calls to our service desk.

Comprehensive Remote Assistance

Nov 27, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: What I like most is that it works exactly like it should, which is connect me to office users so that I can handle computer issues remotely. Once I am connected, I am good to go as far as accessing another computer. I like that it runs through a web portal for ease of use when I am not directly connected to our network.

Cons: There are some small, glitchy things, like when I want to email the link to another staffer, I have to copy and paste the link into an email instead of just clicking on the button that self-generates an email. Another thing, which I don't think Bomgar can really do anything about as it is more about security settings on our devices, is that when I am installing software or making changes on a computer remotely, and those actions require administrator login, but the remote link blocks you from seeing what the issue is, and you are temporarily disconnected without really knowing why.

Overall: I appreciate Bomgar for what it does. I can connect to another users machine fairly quickly and remotely when issues arise, and for the most part, other than when admin credentials are required, I am able to handily resolve any issues. I know that there are other products that do similar functions, and even one or two that I prefer more, but we licensed this software for company use and it is perfectly adequate.

Bomgar is a great remote desktop tool!

Apr 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Bomgar allows the user to forward an email invitation to remotely access another users computer. Bomgar's user interface is relatively simple to navigate or access. Restricted views do not apply for individuals with elevated authorization. Bomgar is easy to learn for intermediate information technology users. Bomgar allows user to remotely access users mobile, computer, laptop, or virtual desktop.

Cons: Bomgar allows users to input IP address to access computer, unsure whether the client saves the IP address. Bomgar is featured with additional information as it relates to the user such as system information. Furthermore, as a user it is unsure whether if the client such as Bomgar stores that information. Bomgar accesses users computer system through firewall, thus overwriting the firewall capabilities of Windows 7 Enterprise and Windows 10. According to the Bomgar's Privacy terms, Bomgar collects information for third parties and as a user the clarity regarding third party data is unclear.

Overall: The benefits of using Bomgar include being able to communicate with an IT team via the messaging tool. Other benefits of using Bomgar include being able to remotely control another users system. Additional benefits of Bomgar include real-time display when remotely accessing another users computer. More benefits of using Bomgar include being able to communicate with internal networks. Overall, Bomgar is comparable to TeamViewer but much easier to navigate.

Best thing is connection fast, fast at Bomgar.

Feb 17, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Bomgar is a very good software, it has too many excellent and lucrative functions that complement very well the long distance remote connection, the only factor that affects are the prices but I trust that at some point the plans for a better accessibility will decrease. Bomgar has helped me a lot in business, since I can connect with my employees to provide support and other things.

Pros: The best thing about Bomgar is the speed of its connection, it can be anywhere in the world, in any country, and in the same way, provide a support with a fast connection and without connection drops, the stability in this software is the factor that has given you the most life.

Cons: I do not like that Bomgar has high prices, since the intention of this software is to help connect from any place or device and give distant support, but the prices of the plans do not allow accessibility, if the mission is help, I would like lower the prices so high.

Awesome Value for Money!

Sep 19, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: All customers are not within in your intranet for which you can use some sort of intranet communication tool and then you need something like this which is so seamless you would be astonished. Forget about low bandwidth in the customer end this allows you to connect people from the most remote places. You can take control of external user and do almost everything what you want the users to do. This not only saves time by reducing communication but also keeps the user happy by not walking through the unwanted application specific steps. You can specify what level of access to end user's computer the support team will get which is a awesome feature.

Cons: The pop up window comes out of no where can be little annoying. I will prefer some sort of message before sudden pop up comes up. Some apple ios specific issues was there which has been reduced with every release.

Overall: Communicating with external customer in efficient way and reducing the support calls and communication count by helping user efficiently. User satisfaction is increasing with ease

Capterra loader

It just works

Dec 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Bomgar provides an extremely easy solution for connecting to client computers for troubleshooting and support. I love that the remote user doesn't need to have any technical skills to initiate the connection. Ultimately it's just about ease for the clients, and this software provides it.

Cons: To be honest, I haven't had any real issues with Bomgar. Maybe once or twice a client's computer had trouble using it on an old Internet Explorer connection, but that was not Bomgars software at fault. No real complaints.

Overall: If you are in an industry requiring frequent remote desktop connections--especially if troubleshooting and providing support for other users--Bomgar is an excellent choice.

I have used a plethora of Remote support software and this is by far my favorite

Apr 14, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to install, easy to use. Great features and I like how you can organize your 'pinned' sessions. You can draw on screen for customers, access registry behind the scenes, transfer files and chat.

Cons: I really have very little complaints about this software. The biggest annoyance is if the pinned software does not work and you reinstall, it puts multiple instances of the software in Programs and Features and they do not include a utility for uninstalling. Also, if an end user installs bomgar, it prompts for the UAC but if the user clicks no, it installs anyway which is a minor annoyance; why not just prevent the UAC if admin is not needed for the install?

Overall a Great product with Great support

Dec 12, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: They have a great product that makes remote support easy to do. The tool is filled with features that enable you to connect to your user and support them totally. They include chat, Remote desktop, VoIP, direct file transfers and many other types of connections between you and your end user. This product has helped make my life as an Admin much easier. And it is Linux Friendly too so you are free to run whatever OS you want to connect to your users. It traverses a wide array of network topologies as well making seemingly impossible connections possible.

Cons: It can be a little on the costly side. With all the features available to you the configuration of all those features can get complicated when you get into some of the advanced scenarios.

Overall: Easy Remote Support of my users

We use this in a customer support capacity and LOVE it.

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We absolutely love the utter simplicity of using this tool with clients and employee's alike.

The tool itself is extremely focused, and meets every need we have for screen share's for example, with clients, stakeholders, and even localized IT support.

I also use this personally for some cloud development projects, and it allows me to connect from ANYWHERE, which is a great plus!

Cons: Sometimes I find it can be a little big laggy with more detailed information being shown on screen, but overall it would be the same as any other product in this category - more influenced by network conditions than the application itself.

Sometimes, I have issues connecting, and have to restart my PC, but I suspect this is a windows 10 update issue, not with the product itself.

Great support tool

Jul 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: My software company uses Bomgar to remotely support our customers. Using this tool we are able to send a user a support link that they then click on to install a small client. This allows us to view their screen in real time to remotely resolve their issues. It is a great tool for both support and training. My IT team likes that you can pin servers to access at their convenience.

Cons: Pricey but you get what you pay for

Best functionality and least problematic Help Desk software ever!

Oct 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like everything about Bomgar! We support Microsoft, Apple and other platforms and use Bomgar to connect to all of them. It works! It's fast! It's simple, and doesn't scare customers. We push it to user's computers registered on the Domain, and use it multiple times a day to resolve issues. Our customers who used to demand we show up in person are now happy to let us remote and fix the issue quickly. They can show us the problem instead of trying to describe it.

Cons: I wish it were free, and never had to be upgraded, but neither of these desirables are deliverable.

Overall: Everything I hoped.

Capterra loader

It's a very robust tool that allows my team to support our clientele above and beyond

Jun 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - The representative console: that's what the interface is called for technicians. This is a very user friendly, easy system to use. Very intuitive, making the system have a much lower learning curve for a new technicians.

- The amount of tools available for the technicians

Cons: Apple products are not well supported on bomgar. That's because of Apple's restrictions, not Bomgar's- But it is definitely a detractor if you have lots of Mac and iPhone users.

Overall: All our new technicians can pick up how to use this software really quickly. This is great because user support roles are pretty high turnover.

Easy to Use

Mar 12, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This software is easy to use. It allows for easier communication with clients. I work with Dental offices and sometimes have to share the client's screen. This has been one of the easiest remote client software systems to use

Cons: There isn't really anything negative to say about this software.

Overall: A lot of the businesses I work with are Dental offices. And I troubleshoot different software issues. I use this system on the daily to remote into my client's computers and help resolve their issues. This has been one of the easier remote client tools to use. It's not only easy for me as a troubleshooting technician but for my client's as well.

Bomgar is reliable, secure, and I couldn't do my job without it!

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like (and need) the ability to connect directly to clients workstations and transfer files to and from our machines in a fast, secure way.

Cons: I wish there were an easier way to elevate privileges, especially when connected to a client machine that you know you have an administrator account on. This works about half of the time but I have not been able to find any documentation on exactly how it works in order to know what it requires.

Overall: I am able to connect to client workstations and servers and resolve issues so much more efficiently than trying to handle things with alternatives that are not as secure or reliable.

Bomgar Review

Oct 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: How easy it is for an IT user to start up a session with a client just with a session key. Having the ability to set up two step verification when a user signs into the software for security purposes. A support user can remote into a clients machine that is inside or outside of the network with ease. Using this remote software makes my IT support job a whole lot easier than telling the client what and how to do it instead of just doing it for them while I explain what i'm doing.

Cons: Apple doesn't allow any remote support for Bomgar. Sometimes when I use the Bomgar jump portal i'll randomly get kicked out of the session and then have to reconnect to the clients machine. Sometimes after a reboot i'll have to reconnect to the remote session instead of Bomgar staying connected. The message box could use more functions such as the ability to transfer files.

Capterra loader

The awakening of our remote support program!

Jan 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 1. Multiple ways to establish connection users' computers

2. An abundance of tools that can be used to provide support

3. Extremely user-friendly for technicians - intuitive for reps and clients

4. High-end customer support for administrators

Cons: I am really struggling to come up with one but I suppose the cost of the software could count as a 'con.' It is quite expensive - but totally worth every penny if you want to bring your remote support to the next level.

Overall: I am really happy with this software - it has met many of our needs and if not, customer support is always one click away.

Capterra loader

My Experience with Bomgar

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Bomgar is super easy to use and very helpful. In my company we use it to connect home workers with tech support. Being able to let a remote techie request and control the agents computer saves tremendous downtime and cost that would otherwise be incurred without it. It is definitely my go- to at work when I am having technical issues with my computer. I just log into Bomgar and a tech gets my permission and take over and solve the problem.

Cons: I really don't have a negative for this software. If I just had to split hairs, so to speak, I would say the chat window is very small and can be a bit difficult to see. Outside of that, there is really not a negative I have. Keep in mind that I am on the receiving end of things. I can initiate a Bomgar session but I don't have to actually maintain the software or do anything technical with it.

Overall: I use Bomgar in business.

I love Bomgar and could not survive without it!

Aug 03, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use (once you have it setup). It is low cost after the initial investment. It works well. The support is great and fast.

Cons: Our Bomgar appliance died once, but our support contract covered the full cost of the replacement and they gave us a temporary Bomgar cloud subscription until we received the new appliance, so I can't complain much about that. There are some extremely basic new feature requests that I have made, which they have given zero consideration to at this point.

Overall: Helps us get our jobs done faster and more efficiently, with a minimal disruption to the end-users.

Bomgar

Oct 16, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: We use the hosted bomgar box. It was very easy to setup and deploy vs other options we had tried. Works well for pre-configured 'jump' clients, or just one-off remote sessions from anywhere. It also works well for sites where don't have control over firewalls/configs etc. Also has presentation mode (i.e. you can demo or have a meeting with it), so quite flexible for a software developer like ourselves.

Cons: It is a little bit expensive vs the competition (although not really *that* much more).

Overall: Remote support helpdesk for remote sites nation-wide.

More than just chat and remote control

Dec 09, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, flexibility, configurability

Cons: pricing is a bit high, but it's concurrent licensing so you don't need a license per user.

Overall: Bomgar provides software that does more than just chat and remote control, it has advanced queuing abilities, automated routing to get you to the rep that has the skills to solve your issues, it has the ability to connect to machines on local and remote networks using RDP or using the native client, as well as Intel Vpro. Computer diagnosis, multi-screen support, it really has everything you need to connect to and use, a computer as if you were sitting right in front of it.

Recommendations to other buyers: Bomgar development is very responsive, if they don't have it or can't do it, let them know.

Bomgar Review

Nov 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: What I like most about Bomgar is it gives me an easy way to connect to my clients PC and saves me time, instead of making trips out to the client, I can do the same thing from my office now.

Cons: What I like least about Bomgar is, its is not very user friendly to a not so tech savy person. I find a lot of clients are confused on what to do on their end or how to get the session started. There maybe needs to be more clear and better instructions on the client side to run the software without issues.

Overall: Overall, its a great tool and if utilized to the right extent, can be a very important part of your day to day. It gives people the chance to do their research and even solve issues without leaving their office and can move on to the next client right away.

Excellent Customer Support tool

Nov 07, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great Single use remote support tool. You give the users a site and a code or a link and they show up in your queue to connect to their computer. It is that simple. you can then pull up their screen transfer files chat via text or audio with them and work on the issue at hand. Hands down a great tool for helpdesk support of remote users. no more running to their desks or asking for screenshots or can you tell me what you see on screen. This system works with Linux, Windows and Mac computers so it is robust and complete.

Cons: It tends to be a little on the expensive side but you get what you pay for and you get a lot with this system!

Overall: Bomgar has been a rock for us working in almost all situations when we needed to do remote support on a system. The agent queuing features are nice and it has integrations with some ITSM systems as well. You would do well if you chose Bomgar as your remote support system.

Capterra loader

A remote desktop support solution that's incredibly easy to use

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The speed and ease of connecting to a users machine is great. Being able to remote into machines outside our network, or non-company standard devices is very useful. The host of admin actions that have been simplified and included in the dropdown controls makes for efficient execution. Screen sharing simplified-multi-monitor support.

Cons: I have not experienced any issues with this software over the years that I've used it. It's been a workhorse and has performed solidly.

Overall: Remote support solutions. External customer support.

Great remote software

May 16, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Been using bomgar for 4 years so far it's been great. Easy setup for the user and for our support staff. Never intrusive and a only a few clicks to get the ball rolling. You can also install a bomgar client to servers and workstation to login in the future.

Cons: Depending on the machine the client may run slow, but we've have only experiences this issue on machines older that windows 7

Overall: We have been able to remote into all our clients machines. You can drag and drop files, connect to servers without a hitch. Great tool for remote support team

Capterra loader

A fine remote support tool for business

Oct 16, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We can get in touch with any customer who needs our help and we give the permissions to our employees accordingly. The customers report their issues and we resolve the issues. The user always knows when his PC is under control and when it is not with the icon displayed in their box. It has improved the resolution time and we are called more accountable due to this.

Cons: We get some issue when there are multiple windows and sessions. Also there should be more type of price tags.

Overall: With so much IT staff in our company and so many people working on sidelines. The employees never have problem in their box, if it does they just report and it gets solved. Also the customers find it very helpful for them.

Capterra loader

Nice Easy to use Screen Sharing Software

Jun 04, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: -Low learning curve

-Good Functionality

-Nice Feature

-Easy interface

-Easy file transfer

-PC Control send options such as ctrl+alt+del

-Able to send URL Link via email support

-Able to set up Pinned session link for future connection support without later dealer interaction

-Nice interface for saving Pinned connection links; also provides the ability to organize an limit visibility based on departments.

Cons: There are not too many cons on the software. Most if any are based on possible skill limitations of the client you are working with. These can be overcome.

-Can be hard at times to direct the customer to connection; however this is based mainly on customers computer skills.

-Also may require additional Admin access. This can be hard at times for the customer to follow along with.

Overall: This was a very nice tool used to interact with a dealership PC to install and maintain dealer management software.

Offers you integrated solutions in the same platform to manage and protect your services.

Jun 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Allows the Service Management offered in your company to be more protected. It is compatible with Windows OS; Mac and Linux without mediating with VPN from any access point, including Android and iOS mobile devices. It has chat service, share screens, integration with your CRM, recording meetings. It can

enable and disable ports on your computers and strengthen your resources in The Cloud, authorize access without compromising the integrity of your data, and without revealing privileged account data.

Cons: It has an investment cost, modifying the workflows of tasks and processes can imply a certain rigidity. Employees can face this fear of being excluded from their jobs.

Overall: Offers Remote Desktop Access, Technical Support for Customers, Privileged Access, Cloud Services Administration, Keys and Credentials, Access to Providers.

Remote support that doesn't need support to run

Aug 23, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Bomgar lets you easily set up a remote support session. Being able to pin computers in the system to be able to access at a later date has been very helpful for our internal IT Support. You can even see basic stats on the computer before logging in such as ip address and OS running on the computer. Bomgar also works an all of the platforms in our environment. Windows, Mac, IOS, and Android are all supported. I can support clients from my PC or my Ipad. Been a great product!

Cons: The biggest issue we have is having non-technical people type in our support URL in the search field and not in the address field of their browser. Really not an issue with Bomgar itself though.

Overall: We use Bomgar to have remote support access into our internal company computers and devices. Our company is very wide spread thoughout the US which makes a good remote support tool necessary.

I worked as a Support Rep in a company with a Bomgar setup for incoming customer calls only.

Jan 18, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: I loved how easy it was to resolve customer issues when I could see their screen! The ability to add canned responses for easy access was a life-saver. There's also an easy way to escalate remote sessions to higher tiers in Support, recordings and transcripts available for each session, and immediate rep access to customer feedback.

Cons: Some days it seemed like the platform would crash several times. It wouldn't happen very often, but it was a serious issue to lose connection with a customer.