Bomgar

Bomgar

4.5 / 5 294 reviews

Who Uses This Software?

Support and security organizations.


Average Ratings

294 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
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Bomgar
  • www.bomgar.com
  • Founded 2003
  • United States

About Bomgar

Bomgar is the leader in Secure Access solutions that empower businesses. Bomgars leading remote support, privileged access management, and identity management solutions help support and security professionals improve productivity and security by enabling secure, controlled connections to any system or device, anywhere in the world. More than 10,000 organizations across 80 countries use Bomgar to deliver superior support services and reduce threats to valuable data and systems. Bomgar is private


Bomgar 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/Issue Tracking
  • Diagnostic Tools
  • Feedback Collection
  • File Transfer
  • Live Chat
  • Remote Control
  • Screen Sharing
  • Session Recording
  • Session Transfer

Bomgar Reviews Recently Reviewed!


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
Likelihood to Recommend: 9.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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.

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.

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
Likelihood to Recommend: 10.0/10 Not
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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

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.

I found it very useful for taking remote control of my client PCs in a hassle free way

Jun 28, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: To connect the PC outside my office for the demonstration of my products, Bomgar helps me a lot, as it gives quick connect and remote control of PC which I want to access. The Email Link feature available to share with the team or clients makes it more feasible. The remote file sharing is fast and proper, it works without any hindrance.

Cons: You have to be active while working the Bomgar, i.e. you cannot leave screen idle for a long time as it sleeps if you leave it and disconnects you. It may be a trouble for you if you qued in multiple jobs at a time. Unpating the client can be another problemtic issue for you as user cannot exactly download and update it.

Overall: Connecting the client PC is now so easy for me as I am working with all at any time. I use to get calls for support, just in few clicks I am with the support seeking person showing with the remote control of their PC, which gives a perfect support sense to my clients.

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.

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

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.

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.

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.

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.

Great for connecting with prospective students

Aug 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: This app offers a great way for our admissions office to connect with international students who may have questions about their applications. We can talk to them in real time rather than waiting for email responses, and they're able to get quick answers without having to pay long distance phone charges to call our office.

Cons: Our version of the software signs us out automatically after a certain amount of time (an hour or so.) We'll be on our computers answer emails or phone calls without realizing that we've been signed out.

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.

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.

Great tool for assisted and unassisted remote access

May 15, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: The software is very versatile and has more features than we would ever use. They constantly update with new improvements. Support has been absolutely amazing in the few instances where we have had a minor problem. The products works across standard SSL ports, which makes it dead simple to integrate into customer environments.

Cons: Some competing solutions do have better video resolution. The hardware and support can be a little on the high side compared to competing offerings.

Capterra-loader

Absolute Best Remote Administration Software I've Ever Used/Seen

Apr 17, 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: Everything! You can do everything with this software. You can be in a support queue, have two way screen sharing, peer to peer file transfers, access command shell, system info and registry without even logging into a user's session. I cannot tell you about anything I dislike about this software. It's also very reasonably priced as well.

This program has allowed us to remotely administrate two offices with ease. Support is amazing as well.

Cons: I can't think of anything negative to put here. I can't think of anything negative to put here. Just do a demo and you'll see.

Overall: Absolutely try this product for your IT support team.

Easy to use for first-time Support Rep

Mar 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
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Pros: Reliable- I didn't have any issues / down time.
Functional- great chat, drawing and mouse-control features.
Simple- even 'older' clients that we were supporting could figure out how to connect with us.
Recordings were great to go back and review when needing to prove internally issues that the customer was experiencing.

Overall: We were able to offer a level of customer service that went above and beyond traditional support- easily one of the main reasons the company is so successful. The name "Bomgar" throws people off, occasionally. Doesn't have the best ring to it, not what you expect a trustworthy support software to sound like. Obviously not a big issue, but did catch a few people.

Bomgar is the right software for support staff if you want to be able to screen share.

Apr 06, 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: It is easy to use for end users and easy to administrate. You can use it to screen share on multiple platforms. It allows you to automatically login after restarting the client's machine as long as you have the customer type in their login credentials.

Cons: If you size it incorrectly during the deployment into a hypervisor, it will take a lot of RAM and it might take a lot of resources to the point the entire hypervisor gets unusable. However, that scenario is not very likely, specially if you followed up the documentation properly.

Overall: This tool was certainly made with security in mind. When you are in a support session with a customer, all the activities and permissions given get logged in the audit log of the session. The video recording is a great plus and I appreciate it's also in high resolution.

Capterra-loader

A slick remote support and chat tool that keep innovating

Nov 16, 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: It is easy to use for both the user and the analyst. It has a small footprint but large functionality. Most importantly is the company - they aren't about upselling or trying to squeeze more out of you - they really want to see you successful.

Cons: I would like to have it more integrated into my environment. The hooks are there, but I need help to do that. It really isn't a bomgar problem, but rather an issue with my other tools.

Capterra-loader

Perfect for connecting to and managing desktops remotely

Aug 01, 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: Wide range of features that can be highly customized. Very user friend on both ends- takes minimal time and effort to set up and to connect. Connections can be customized in many different ways depending on the level of access needed.

Cons: This does require the other end- user to install or download software, so if this is restricted it becomes problematic.

Overall: Very simple and easy way to configure a variety of remote desktop connections.

Best functionality and least problematic Help Desk software ever!

Apr 09, 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: 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: I wish it were free, and never had to be upgraded, but neither of these desirables are deliverable.

Overall: Amazing APP

Amazing remote assistance tool

Jun 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: Many options to create a support session. Domain connections are simple to jump to via name and off domain connections are easy to establish via email, link, or session key input by user.

Cons: There is not much that is not great about this software. Very easy to use. Management is a bit of a learning curve but simple once understood.

Overall: Super powerful remote tool that is simple to learn and understand.

Fast, easy and hassle free

Oct 04, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - it's a fast and very easy to use
- ability to share and invite other reps
- multi platform tool
- allows to annotate on a screen
- saves session recording in the cloud
- integrates with salesforce

I like this tool a lot because it is very easy to use, customers just run a small app and that's it. I does not matter if a customer uses Mac or Windows. I also like the fact I have access to machine specs, can annotate on a screen and all of this is saved to the cloud as a video file so the screen sharing session can be reviewed later by colleagues.

Cons: - does not allow to access mobile devices, e.g. iOS or Android
- does not allow for VOIP communication (just screen share/control and text)

The biggest gripe is that we cannot communicate with customers using voice when sharing a screen, there is only chat available.

Overall: It integrates with Salesforce and it is very easy to use, requires minimum actions from customers to run it. This helps to save time a lot as I do not need to add any additional annotations to Salesforce or spend time explaining how to run this tool.

Essential tool for remote clients

Oct 03, 2017
5/5
Overall
4 / 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: Without this software we would be unable to support 80% of our customers. The ability to be remoted into a client machine in a matter of seconds is essential, and Bomgar makes it easy.

Cons: My biggest complaint is when working on a Mac that is running Parallels, the swapping between systems can occasionally be clunky and require input from the end user

Overall: Remote support for hundreds of users

Great product!

Jan 16, 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: Using this product is something else, I really enjoy hopping from desktop to desktop in a short amount of time.

Cons: I'm not sure on the pricing, I just used this product extensively for years...

Overall: Bomgar is a great management tool, I love easily being able to hop from one desktop to another with ease. It is a nice option for both technicians and end users.

And once setup is complete there is like nothing to maintain.

Recommendations to other buyers: It works, it really works!

Bomgar has helped me help users on many occasions

May 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Working in Arizona, helping users remotely, instead of walking out in the 110 degree weather, is much more appreciated and Bomgar makes that happen.

Cons: Bomgar sometimes has some problems connecting to users. It's not something that happens all the time but when it does, I have to send the user an email to have them accept the remote session

Bomgar is a cloud-based remote support solution suitable for businesses of all sizes.

May 27, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Bomgar is a leading remote support , access and identity management solution that facilitates a controlled connection to any device in the world a good software with many lucrative other functions that complement very well the long distance remote connection,it's quite stable software with very fast connecting speed.

Cons: Bomgar has high price and sometimes seen performance hit in hot standby mode when we had to go for switch-over between two devices. switch-over is not seamless.

Capterra-loader

Bomgar is time saver application

May 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Bomgar is super easy to setup and use that even we didn't need any training to explain it to our staff. It is the complete product for remote support. It's the most secure platform that I used. You can remote your host PC from everywhere which makes it great about access. And we can easily check our workers work-flow without interrupting them.

Cons: We are running small company and we use only its main features. Maybe there are more great tools which we didn't even know about them. And when it comes to say the things that we least like, it will be random disconnections. It sometimes freeze and shut down and you have to start it again.

Amazing for customer support

Jan 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Being able to see the customer's screen while trouble shooting is amazing. The software allows you to use a cursor to point at things on the customer's screen. Bomgar also allows you to to take screen shots of the customer's screen. Starting the screen sharing process is as easy as sending the customer an email.

Cons: At times the cursor does not show on the customer's screen. Other times it is a little slow for the connection to the customer's screen after pausing screen sharing.

Excellent

Nov 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to remote into people machines to assist users with software installation
Easy to troubleshoot issues

Cons: Can't use administrator log in with out loosing connection, Unable to keep the connection it doesn't allow me the full rights

Overall: I was able to learn how to remote into users machine
Chat whist working with user if they can't be on the phone

a cool software to connect with others over video and share screens.

Jun 30, 2018
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Was very easy to set up and straight forward to use. I used it in a work environment for tech support for a long time. It made my job infinitely easier.

Cons: While my pears and I found it incredibly simple, we often times had to use it to teach old people who didn't understand the concept of website links, downloads, or profile sign in procedure. But that's not really specific just to Bomgar. My only complaint really is it would go offline or crash at least once a week.

Capterra-loader

Best privileged access tool I've ever used

Feb 26, 2018
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: What I like most is that it's a no-nonsense tool. It's very straightforward to use. Most of the features I've imagined it should have, they have it. Even when you improvise about what feature it should have, you get surprised it has it, so it's very intuitive to use. I also really like a lot the documentation, it's very clear and every pitfall you might find has been well-covered with very good reasoning, they have invested in having a proper documentation that actually respects your time.

Cons: Access to mobile devices sometimes is a bit clumsy, or undercooked for the high quality they've already shown you to access desktop and server computers. It's probably not their fault, since Android and Apple iOS are very restrictive with their security models and compartmentalization of applications.

Overall: Works very well, makes privileged access management and remote support very easy. Connect whenever you want to and with the confidence the channel is secure and pretty fast. I couldn't be happier with this product.

Capterra-loader

Secure, feature-packed remote control

Dec 14, 2017
5/5
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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Pros: I like the fact that sessions are logged and that it is a very secure remote control solution that fits our needs well.

Cons: What I like the least about the software is probably going to be the price of each license. For an organization the size of ours, Bomgar licensing is quite costly.

Overall: Secure and reliable remote control abilities.

Capterra-loader

Overall Great experience !!

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I currently have the appliance and I have nothing but great things to say about it. It allows my customers to create remotes sessions virtually instantly.

Cons: Dealing with the appliance, we are limited to 8 users and the licenses are rather expensive. The updates sometimes remove pinned desktops.

support professionals improve business performance by enabling secure.

Dec 15, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Bomgar Connect is secure remote support software with the core capabilities, easy to use,
using bomgar save time and money to travel

Cons: Jump Client goes offline and does not reconnect to the Bomgar Appliance, does not work for wireless clients. A wired network connection is required.

Overall: fast respond

Capterra-loader

Bomgar has been a very valuable asset to our company. It has made to easier to support our associate

Dec 14, 2017
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: Be able to remote in to our associates computers and resolve their issues. Also, Bomgar support has always been helpful.

Cons: Sometimes it is hard to elevate our admin rights. Still not able to take complete control of IOS devices.

Overall: Being able to support our remote users without have them send their computers in.

Bomgar is simply amazing, you can seamlessly remote to someone inside and outside your organization.

Feb 06, 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: Best thing is that you can remote outside your domain. People who are at home and trying to VPN into the domain or otherwise do work at home can easily get assistance from my team. The experience is easy to get going and they barely know that anything was even installed.

Overall: You can remote easily, and get computer information on the fly. you can also transfer files from your computer to another company anywhere in the world. It is amazing and I would recommend it to anyone.

Bomgar is a great support program

May 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I really liked using the Bomgar support program because it was so easy to use and navigate. I could easily connect to computers and use the session features.

Cons: The biggest downside to using the Bomgar support program is the cost. It is very expensive to keep the software licensed.

Customer Support Tool

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We use this product on a daily basis. Proving the code to the end user which allows the support team to connect and provide remote service is excellent.

Cons: I have not found any cons with the system at this time. We use this on a daily basis and feel that it is a great product.

Love how simple it is. Makes it easy to help others remotely.

Jul 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Easy to access others machines. I can send files easily, take screenshots, and chat with clients over the software.

Cons: Sometimes the client doesn't exactly understand the setup process, or it doesn't go smoothly. Or when firewalls are in place that are too strict to allow access.

Capterra-loader

Help Desk Support Specialist

Jun 25, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The application has a great database for making it easy to add trouble tickets and logging all calls. Major help with history to trouble shoot issues

Cons: The learning curve is a little hard and some thing can be hard to find untill you use the application for a little while.

Capterra-loader

Bomgar makes chat and remote support fantastic!

Jun 05, 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: Is a software that easy to use.

Can connect to others machine easily to provide support

Provide instant messaging feature.

Cons: Speed of searching can be improve.

Logging have to rely on third party product, could be done better on providing logging natively.

Overall: Easy to me to do interaction of several teams when there is web conferences, assistance or even provides support. It also provides intelligent consoles for remote support for Android and Apple iPhone devices.

System administrator

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It's an amazing system. They keep up with current technologies. It works with remote support to virtually any systems we need to connect to.

Cons: Not much to complain. Their price could be better. But overall it's a great system to use. Very easy to manager.

Capterra-loader

If you're setting up a help desk or re-designing one use this software, it'll change your IT world

Feb 26, 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: 7.0/10 Not
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Pros: By far the easiest to use support solution that I've seen on the various desks I've worked with, consulted on or been a customer of. With all of the web-based solutions out there I've seen many different managers suggest that we'd get better results without investing in the appliance!

Cons: There is some management that someone has to do, and there are hidden dangers to your upgrade process. Support is really good though, so just have someone stay on top of it and it isn't too bad, but left to itself you'll have problems.

Overall: Great solution for remote support (and phones, being able to remote support desktop and mobile is huge).

Best way to access customer remotely

Nov 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Every customer I have is readily available. I can access with no intervention from the remote users and keep track of all aspects of the system.

Cons: Would love to have SNMP built in. I would want Bomgar to report to my NOC when jump client system has an issue.

Great Product

Aug 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: Ease of Use
Small Client Footprint
Quick Access

Cons: There wasn't anything that I disliked about this particular software.

Overall: My experience with Bomgar has been very positive. From me using it initiating the Remote Session to assist others or being on the other side getting assistance from Vendors.

One of the best App for Desktop Support

May 09, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Sharing the desktop screen and at the same time both user and admin can view the screen and also user can know what admin is doing on his/here system and same chat window which is available that give a + point in that .

Cons: some time we are not able to access this app due to low bandwidth or some time due to some internal issue hence that has to be taken care for smooth access of this app .

I have no problems with the product

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money

Pros: The product does what it says on the tin, it works and it works well. The list of features is endless and it has little to no lag.

Cons: I am very disappointed with Bomgar as a whole, not due to the product but the sales team behind the product. In my day to day work, there are occasions when I need to remote into tablets of a varying OS. Bomgar seemed like the perfect solution. My current solution wasn't holding up so I decided to give a couple of different solutions a go, Bomgar being one of them. Within 2 hours of having downloaded the software, I had received a call from there sales team, within 1 week I have had over 10 emails and around 5 calls. This kind of sales tactic puts me right off a product, as it comes across as pure desperation. Therefore, out of principle alone, I have taken my business elsewhere. As I am sure most people in the world of computers, we like to find a product give it a go and make our own decisions and only when there is a problem beyond our resolve do we feel the need to contact customer support. To be hammered in such a way felt uncomfortable and invasive. I hope that Bomgar can review their hard selling tactics because I am sure many people don't want to feel like they are being sold a car from some sly human everytime they try out your software.

Overall: hassle

Capterra-loader

Never had a bad experience with any interaction with BOMGAR software or company representatives.

Dec 14, 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: Super easy to use for technicians and clients alike. Very robust and works across many different platforms and environments.

Cons: The software is somewhat difficult to configure. The sysadmin training is fantastic, so a very minor quip.

Awesome work

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We needed an application for secure remote connections of IT consultants with approval process. We found bomgar and now we are using whole of company for service desk. Bomgar is working perfectly and you will find what you need.

Cons: Actually there is no negative things for me just they have to check license prices. It is not expensive but it can be a little more cheap.

Easy to use remote support tool

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: You can connect with anyone in the world and support them with Bomgar. Very easy to connect with your users.

Cons: It installed .exe file on user's computer. It would be better if it didn't install anything for the user.

Capterra-loader

Bomgar will make your Support Org sign your praises!

Dec 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use, Great support features, secure authentication into the tool, easy to request new features

Cons: It's expensive, support isn't 24/7 and in Central time zone. The cost is the big reason we haven't grown more with it.

Best software ever for assisting fellow co-workers who are not in the same building as you.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that with Bomgar you can open a session and help someone who needs assistance but is not close by. I use this all the time for software upgrades for people in different departments who need our CMMS software updated. Makes the upgrades quick and easy without having to run all over our campus to different offices. Also great tool for working on computer issues in general without having again to run all over campus.

Cons: A little cumbersome the first time you use the software as far as signing in and downloading the software, but after the first time, it's absolutely great!

Remote Support is Easy with more tools

Jun 27, 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: 9.0/10 Not
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Pros: Bomgar is easy to have the client join using a PIN code. Once the client joins the remote session there are more tools available such as remote file transfer, CTRL-ALT-DEL, and auto reconnection on reboot. It's more than just a standard screen sharing software because it gives you access to admin tools to execute remotely on the user's machine. You can elevate rights with a admin password from Bomgar so that even if the user is not an admin, you can still preform admin functions. The software is easy to learn to use and interact with.

Cons: Updates might be required to allow support for newer operating systems. We had an issue when we first went to Windows 8.1 with display and cursor issues until we upgraded Bomgar.

Capterra-loader

From user perspective, Bomgar is very simple.

Aug 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: From the user end, it's very easy to just click the link that the IT department sends and follow the steps to allow them to remote control my machine for maintenance. Much easier that Windows Remote Desktop.

Cons: Right now, it's only available to IT and not for everyone in the company. Plus, it does require a download of the software each time and I'd think if the whole company is using it there would be a default install on all end user machines.

Overall: From the user perspective (IT taking over my machine remotely), it works great. The IT team seems to really prefer it to any other kind of Remote Access Application.

Remote assistance to end users

Aug 01, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Great product and easy to use. There was no need to have over complicated software installations or additional steps needed. Very straight forward when using the product. Mobile support was great.

Cons: Even tho the product was easy to use it doesn't have all the tools that you would like from a remote assistant software. The users need to initiate the connection which is great for security but not when administrators need to constantly manage machines.

Overall: Great for connecting with users not on your own network.

Remote support the right way

May 10, 2018
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Bomgar makes it incredibly easy to start a session with a user. We used it to provide IT support for hundreds of remote users. Being able to remotely help users kept out costs way down.

Cons: Using Bomgar when a system is infected with malware is challenging. Rebooting a system remotely and hoping you can get back in is not fun.

Easy, fast and reliable

Apr 10, 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: 8.0/10 Not
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Pros: Its easy to send an invite and its easy to use. We use this a lot with our accountant and its work quick! Easy to install, not complicated at all. The instructions are easy as 1,2,3! Highly recommend this software!

Cons: Sometimes it does take a while to load up. It could be the internet might have something to do with it. And once in a while we do have to send the invitations 2-3 times after realizing it the 1st had not gone through.

Overall: Be able to help someone that needs help with their computer. Or just getting into a program for auditing.

Simple and Fantastic

Aug 01, 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: 9.0/10 Not
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Pros: Bomgar does the job, it is able to traverse firewalls with ease and requires little to no end user training. Perfect tool for remote support of end users and for co workers.

Cons: Lack of integration with asset and tracking systems for incidents is a minor issue. Can be pricey depending on the size of your company as well

Easy to use for users and administrators

Jun 21, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I liked the fact that you can screen share on multiple platforms. The KACE integration was also a great feature that I enjoyed which made my life and teammates lives easier. For all of the features it offers, it is definitely worth the cost. It is super secure, all support sessions are automatically logged and it's compatible with enterprise grade features and tools as well.

Cons: Unfortunately it is not compatible with apple remotely. When new op systems are released, I did face couple of issues but they were pretty solvable with customer support. I also experienced some disconnects during my client conversations that were not intended.

Overall: I got the benefit of logging all of my customer support channels. It reduced the amount of time in helping the user up front rather than traveling to them and having to be onsite. Remote user support is really the best benefit.

Capterra-loader

Easy to use platform for remote access.

Jul 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: We used this software in a live chat support environment. It was very beneficial to see the customers screen to be able to troubleshoot issues.

Cons: Would have been great if it integrated with our ticketing system, JIRA. The reporting and metrics aren't the best. Overall good for accessing remote desktops or servers.

My company uses Bomgar daily!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We went through a couple of options before deciding on Bomgar and our tech support staff loves it! Very easy to use and lets them do remote tech support like a breeze.

Cons: If you leave it open long enough without actively using it, there is this annoying pop up that appears.

Overall: Remote tech support for clients all around the country.

A complete game changer

Aug 11, 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: 9.0/10 Not
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Pros: Bomgar has been an absolute life saver. I had great difficulty assisting clients previously and other similar products were too difficult to implement. Bomgar is so simple and really makes it easy on everyone.

Cons: I don't like that when you are inactive that the system will pop up and ping you. This minor, but it was a bit annoying as I was multitasking and sorting through some things for the client.

Overall: Wonderful. If you need remote support for your business go with Bomgar!

I have used Bomgar several times over the last few years. It is very helpful for IT issues.

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The IT department is able to visualize what issues you are having and able to control your software to help resolves things efficiently. They do not have to come out to the office and most of the time the issue is then resolved sooner to help keep our workflow going.

Cons: I do not have any thing negative to say about this software. I absolutely love it and it helps out so much to keep our IT issues resolved as quickly as possible.

Overall: User friendly and easy to access from anywhere that youa re

Remote control

Jun 29, 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: 10.0/10 Not
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Pros: In our company we use Bomgar to secure remote access for privileged users. The system works very well and is easy to use.

Cons: In my opinion, the system is very good. It fully meets our requirements and works very well. I believe that the manufacturer can only improve licensing models

Capterra-loader

Gold standard for remote access.

Dec 12, 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: Easy to use, safe and secure, full featured, easy to manage. Bomgar is easy to install and once it is there it runs reliably in the background.

Cons: Feels like the UI could be made a little more lightweight. Minor minor complaint. I have very little to say about this that isnt positive.

resolved out main business problem providing more reliable remote support

Aug 01, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the simple user interface for my clients as well as support staff. The concurrent license model works well with 24x7 shifts

Cons: Main thing i dont like is IOS control but its not a bomgar issue as its more of an apple issue. Dont have many other cons as its a good product

My team liked using it. It was simple to set up and deploy. Our users also had no issues with it.

Jul 30, 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: It was easy to deploy. None of our users had major issues. It was also pretty simple to get connected when we needed to remote in. Invite feature was super nice. Good, clean user interface. Pretty solid software. It gets the job done.

Cons: We had some minor issues with a few updates. Nothing a clean install wouldnt fix though. Nothing else that stands out as a major negative.

Overall: Was able to provide support easily and on the go for users.

Bomgar is a wonderful tool to quickly connect to remote machines in other domains.

May 16, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of connectivity to remote machines is undoubtedly the most liked feature of the software. Within few seconds, the session begins once a user allows to share his/her machine and it gives full controlling access to the remote user. Very helpful for organization where the employees are not tech savvy.

Cons: The software should look into other aspects of connecting to remote machines. One alternate could be the use of IP address which could be automatically detected once the user clicks on a unique link shared by the remote administrator.

Overall: Instant remote connectivity to machines outside of your network.

Capterra-loader

Incredibly useful for managing computers/servers not easily accessed to solve technical issues.

Dec 14, 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: Simple and secure, easy to use for both myself and for the end-user. Being able to remote into a computer from my smartphone is always fun.

Overall: This software allows our team to support different departments without having to make the trek across campus to do so in person.

A pretty good remote support solution for PCs, but won't work on Apple.

May 17, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: One very cool thing about Bomgar is that you can pin your session and stay connected through a reboot. This is helpful, as this isn't an unattended remote support software. It's helpful to be able to stay connected through reboots when doing various troubleshooting, without bothering the client to keep entering a key. Also, the mobile device management is full featured, although it doesn't work on iOS currently.

Cons: We're not able to use Bomgar on iOS, unfortunately. For PC and server connections, Bomgar is amazing. Also, whenever Apple does an OS update, Bomgar seems to break. I think that's more an Apple issue, as lots of software breaks after OS updates. We haven't run into a single problem on the PC platform.

Capterra-loader

Very nice to work with this software

Apr 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: Very nice to work with this software, Bomgar is undoubtedly one of the best in the area of help desks, I will not think to return a second time, I leave a great impression, knows how to keep your customers happy.

Cons: I really do not have any complaints about this company, on the contrary, I am very satisfied to have worked with her and satisfied with the results, excellent service.

Best Identity Management software!

Dec 15, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to transfer files in a secure manner. The use of jump clients that can connect to any computer securely.

Cons: Could be laggy over poor network connections.

Overall: Simply the best Identity Management software I've worked with. I have used the inbuilt Windows Remote Desktop Connection software and even others like TeamViewer. While the other products are nifty and great, I love the ease of use of Bomgar, and it's secure connectivity options. Truly in a class of one!

Bomgar

Aug 06, 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: Whenever we have a problem with our computer this software allows someone to view your screen. It is so easy to use and quick. I always use bomgar to show companies what issues we are having. You can share screens with companies located around the country.

Cons: I like everything about this software there is nothing that i dislike

Overall: I am solving problems that i may have with software so the tech. can identify the problem and fix it.

Capterra-loader

The best remote support tool I have used

Nov 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It's easy and feature rich. The api allows for integration with other tools such as LACE which improves the valid of both tools.

Cons: Apple makes remote support nearly impossible on their mobile devices. It's really quite frustrating.

Very efficient solution

Jun 23, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We use Bomgar for remote control for computers, servers and mobile devices. Bomgar system works great for mobile devices.

Cons: I think that the product is very good and works well in our organization but the price is too high.

Great solution to do remote support with

Jul 10, 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: 8.0/10 Not
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Pros: Easily remote into someone's computer to help them with issues All they need is a code from you after you tell them to go to your web portal. They have a simple plugin to install and then you see their invitation to control their computer. Pretty simple

Cons: Sometimes needs admin rights to really help people in an enterprise environment. Software is a little clunky at first but you get the hang of it quickly.

Capterra-loader

Awesome remote tool

Jun 28, 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: My team is into IT Support and Bomgar makes our lives so much better and helps us resolve end user issues ASAP. The options like file transfer and control after reboot is just a gift from God :)

Cons: The chat section could be a bit better and the new notification could be better placed. But over all I am a happy camper.

Overall: Make the IT support team's lives easier and makes our customers happy

Bomgar at the University of Tennessee, Knoxville

Dec 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Our IT at the University of Tennessee is centralized into one Office of Information Technology. We grant our first tier HelpDesk full access to all of the remote support features. The HelpDesk typically facilitates anywhere from 20-30 sessions per day among 15-20 support reps. Our tier 2 desktop support also uses the client to attempt to resolve desktop support-related issues from their desk. Remote support via Bomgar allows the desktop support techs to resolve issues from their office, regardless of where the user is physically on campus. Bomgar addresses the business problem of getting end-users back to work as quickly and efficiently as possible. Our entire OIT organization has access to Bomgar, and many of them use it to solve remote issues for their customers. Additionally, we offer Bomgar as a service to the campus community. Many departments and units around the University have subscribed to Bomgar to support a variety of administrative functions at the University. Cross-platform support and the Jump Client features are critical for a large university with a diverse clientele. Bomgar's customer service has always been top notch and fast to resolve service requests and incidents.

Bomgar

Jul 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Remote Control from any device, securely access remote desktops and mobile devices using a Internet connection.

Cons: Easy to use console and it works very well but lack of integration with service and asset management.

The best way to connect with end users i have ever used.

Sep 05, 2017
5/5
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: The user GUI is very easy to use and very well organized. The controls are are presented very well and logically. Connecting to my end users is so easy. The end user experience is also great.

Cons: There are really no issues that i have found when working on the Windows Side of the hardware. I would like to see a richer experience working with mobile devices.

Overall: Quick connections to end users and great computer control.

Capterra-loader

Bomgar has been very helpful in managing several companies at the same time

May 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Bomgar allows us to easily access another team remotely is super great because this way has helped us to control the different companies that I have had to handle without waiting for this, also has many more user-friendly features

Cons: Actually I have not found any disadvantages so far, unless the software keeps the IP information of the rest of the team.

Bomgar is an excellent tool for secure remote connections

Jun 08, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The wide range of customers open to using Bomgar for secure remote connection for troubleshooting was a major benefit for using this as the primary tool for customer support of external (and internal) clients.

Cons: While the software was pricey, the quality and features made up for the investment. The user interface is cumbersome at times, but after a few uses it is not a major drawback. For clients who already selected a tool for remote connection, they were reluctant to use Bomgar and pushed for their method of choice which might have already been validated internally.

Overall: Ability to remotely connect to clients and save travel expenses. In addition, the ability to select specific data for transfer can help speed up large data transfers between sites.

Capterra-loader

Ease, light remote session utility

May 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This is a fantastic utility for providing remote support to users! The utility is light to install and run and connects quickly and seamlessly. It's also incredibly helpful to invite another tech mid-session to take a look at a user's machine instead of having to set up a different session or disconnect so someone else can connect.

Cons: Mobile device support would be great (especially with an increase in mobile devices being used these days). And built in audio would be pretty cool too (instead of having to call on a separate line/softphone.

We have to use this to connect with our IT company.

Jun 18, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: We connect with our IT company through this so that they can take over control of my computer in order to fix problems having with our software program.

Cons: Sometimes it takes a couple of attempts to connect with our IT company. Sometimes it takes a while for it to load and connect with IT guy.

Overall: It allows our IT guy to take control of our computers to fix problems we are having with our software programs.

Capterra-loader

Quick and easy to use

Jun 11, 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: 9.0/10 Not
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Pros: Quick and easy to use. Allows our IT team to remote into our computers to fix things quickly without having to take time to do it in person or after work hours.

Cons: I don't use this software very often, so I can't think of any "cons" on my end. It's always been easy to use when I have had to use it.

Overall: Easy remote access for our IT team that allows the easily and quickly diagnose issues and fix them.

When you need to help out your PC or Mac users remotely, Bomgar to the rescue

Mar 13, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Bomgar allows you to remotely administer end-user computers. It is fairly easy to use and to support.

Cons: When administrator elevated access is required (PC), you can lose access to the screen you are on unless the end-user allows elevation. This is cumbersome and can make for a frustrating experience for both the admin and the end-user.

Great tool for remote desktop assistance

Jul 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use with resources to assist users directly and through a service portal. Makes working with users on support issues a breeze.

Cons: some admin support is required for initial setup; a plugin to Skype for Business would be nice since having another tool run on a user desktop captures resources that could be used elsewhere.

Capterra-loader

Bomgar is our backup remote access tool. It's very reliable, but lacks features of other tools.

Jul 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I really appreciate Bomgar's reliability. It rarely has failed me. The interface is pretty snappy and it's a breeze to install clients. Bomgar also scales very well, as we have hundreds of endpoints connected.

Cons: Bomgar lacks the features of some of the ther major remote access tools like TeamViewer or LogMeIn.

used for customer support with computer issues

Jul 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I liked the ability of the customer support person to be able to basically take control of my computer and show me how to run the programing while I talked to them in real time. No need to leave my office to go somewhere for support.

Cons: It can make your mind wonder how much access others can have to your technology when you experience this.