Bomgar

Bomgar


4.5 / 5
503 reviews

Who Uses This Software?

Support and security organizations.


Average Ratings

503 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
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback

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

For additional remote support

Oct 31, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I used Bomgar while working as a Technical Support Advisor and it really made the difference. I had to work with users that had no idea about technology and while using Bomgar I was able to solve a customer issue in no time. It was easy to connect with the user and the few options it had to guide the user met the users and my needs as a Technical Advisor.

Cons: If the customer had connection issues BOmgar disconnected automatically and it took time to reconnect, so at the end I had to do all the troubleshooting by pone because it took less time than reconnecting with the user's screen.

Overall: It is a great tool for remote support for users that weren't in my network. It gives the customer/user a really profesional feeling towards the Company they are calling.

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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

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

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
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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
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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
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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 ok but ScreenConnect much better

Oct 31, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: The only thing that i liked was the Bomgar did allow me to provide tech support services for the client whose company purchased that product which was the only allowed support product.

Cons: There are much better choices to support software than Bomgar the most notable being ScreenConnect which i have used for many years. ScreenConnect also allows me private branding of their product for my companies use. This promotes my company not some third party vendor

Overall: Over all Bomgar works but would not under any circumstances be my first choice for remote connecivitiy and support for any client. ScreenConnect is better.

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
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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

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
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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.

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.

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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Capterra loader

Outstanding Remote Control Software

Sep 13, 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: The customizability of the software is amazing. Being able to choose the features needed for your company is a great thing to have. The Windows controls are so much better than Teamviewer. Being able to have the client computer enter their Windows password so you don't have to put it in when needing Administrator access or when you reboot is great.

Cons: There was some issue with client computers not reconnecting, but that was mostly with older Windows OS versions.

Excellent tool for assisting our customers

Oct 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 tool is very useful with assisting customers troubleshoot computer software issues. This makes it easy for even the most untech savvy customer. I can't say enough about how much Bomgar helps.

Cons: Absolutely nothing, I have never had an issue with this software. And customers love when we offered this Service.

Overall: When assisting customers troubleshoot their computer software remotely, screen sharing becomes very important. This has helped tremendously with customer satisfaction and issue resolution.

Easy to use for first-time Support Rep

Mar 07, 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: 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 (Tap'r)

Sep 12, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like the ability to send a link to request control to internal users, and pinning customers pc's into a general and personal repository.

Cons: Only one, and it really is annoying. If I have Domain Admin credentials or even local admin credentials on both my pc or the domain pc (that I'm controlling) having to "hope" I get elevated privledges to install software. Too often I just give up and call a co-worker to type their cred's in to get the software installed.

BYOD works for me

Aug 23, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of use, function and ability to connect without a user accepting the connection. The program is a heavyintrusive one and when we instituted BYOD policy it was still easy to remote into user machines even though they were on the network

Cons: Reliabilty when new pathces or updates came out it would become un reliable until they would fix that patch/update, BUT that was normally the case

Overall: Overall I would recommend Bomgar and I wished we still use it at my current job

Bomgar Remote Access

Oct 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: It was very easy to use on my part. I would go to my saved app, follow very simple instructions, give them the ID and then the pass code and within a few seconds they were in.

What I like most about this software is that it is so easy to use and so helpful. They could fix problems, change information and I could watch every move they made. They would explain to me what the problem was and how to prevent it next time. They were always very nice and let me know that if I needed anything else to call them.

Cons: When I would make the call to Local Government to get help you didn't know exactly when they would call

back. If you missed their call you had to call again and wait for another return call. They usually called back within just a few minutes...

Overall: I work for a municipality and we have a permitting system that I'm more familiar with now than when I started three years ago. If I had any problems I would call Local Government and they would have a very nice person call me back and they would access my computer using Bomgar. They helped me with all my problems and always made me feel important. It is very easy to use and watching them as they work has really helped me learn more about the software and how to use it.

Makes dealing with end users a breeze!

Nov 06, 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 no matter the skill level of my end users, I can gain control of their screen and fix their issues fast and easy. It also allows the chance to show and teach rather than just tell them.

Cons: I'm not sure if this qualifies, I do get annoyed with the timeout messages when I'm asked to logout or close the sessions. Could be my employers settings doing that. Not sure how many active session we're allowed to have open that may drive this.

Great for connecting with prospective students

Nov 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 software is great to use in our Admissions Call Center. It allows us to connect with more students who may live outside of the United States or have poor phone connections. We're able to help them immediately rather than having them wait to receive a response in an email.

Cons: This is a very small complaint--sometimes our employees will get logged out of Bomgar without realizing it after not using it for an hour or so, so there are times we're unintentionally logged off.

Overall: We've had a great experience using Bomgar and would recommend it for any organization or business looking to quickly connect with customers.

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

Streamlining remote support made easy

Aug 29, 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: Working in tech support customers are usually not the most savvy of users. Bomgar is a very simple tool to securely and safely gain access to a customers computer remotely to assist with whatever their issue is.

Cons: In order to support the users, they had to navigate to a webpage and click on a link. For some users this proved difficult, but I can't really think of another way to bridge the gap between support and service.

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.

Capterra loader

Best enterprise remote support software on the market

Nov 14, 2018
4/5
Overall

5 / 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: Bomgar makes it incredibly easy for support technicians to start remote sessions with clients devices. Bomgar offers a secure and reliable connection to a good array of devices with zero configuration on the part of the client. Their software is a robust solution for quick and easy support.

Cons: Bomgar's administrative interface can be confusing and un-organized. You have to almost always google documentation to find where certain options are. Their API is rather rudementary and could use some help to get a full fledge rest API with all available resources.

Overall: As a software developer in integration, I've been responsible for tying Bomgar to other on-campus systems. Bomgar's strength lies in its documentation. While the user community is smaller the provided documentation is more than adequate to get up and running.

Capterra loader

Best tool for remote support

Nov 09, 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: Firstly, I'm happy for the security it promises. At the end of a season, there is not any evidence left. Another thing is the ability to get more work done in the comfort of the office. Support can be extended to customers anytime, anywhere. Bomgar has helped us and our customers in saving travel to and costs.

Cons: An early problem we encountered was when we were having difficulties getting back into a client's computer after rebooting.

Overall: Its extensive innovation in the field of remote support solution has made it possible to solve issues without dispatching our techs

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.

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

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!

Best Professional Screen Sharing Tool

Sep 05, 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 ease of use with customers. Send them a link, ask them to agree to terms,and within 1 minute you're sharing.

Cons: I wish that the mobile options worked just a little better

Overall: I used BOMGAR to connect with customers to help them with computer and mobile device issues. You can tell someone 1000 times how to do something, but if you can show them with screensharing, it cuts down on call times and chat times.

Mostly great, streamlined support client

Aug 15, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: - Providing support sessions to users is made simple through session keys and a web portal

- Provides ease of screen/file sharing, allowing for fixes to be made quickly and easily

- Security implementation through forcing agents to request elevated rights for software installations allows the user to stay current on what the agent is doing on the system

- Plenty of features included a queue for sessions, copy/pasting from agent to user, and the likes.

Cons: - Certain features stop functioning varying by session

- Copy/pasting can be be faulty, occasionally stops working

- Time out times for dropped connections varies, sometimes 5 minutes, sometimes less.

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 Product

Aug 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: ability to handle any issues remotely that we have, we can transfer files, quickly handle emergency issues, now we can even remote to smart phones and support

Cons: occasional freezing is the only issue that i have, other than that the software is great

Overall: We are able to manage and maintain support for all of our companies computers with this tool.

Capterra loader

The Best Remote sharing solution on the market

Sep 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 has it all. There is no real competitive product to Bomgar that can match it feature to feature. Jump Clients, tablet usage, camera sharing, it literally has it all.

Cons: Aside from being one of the more expensive solutions, it is worth every dime.

Overall: I have implemented it in every organization I worked for where my role needed it.

Easy Way to Get Remote Help

Aug 21, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It's fast. I click a button, type in a provided session key, click a link, and the IT person is taking control of my computer in an instant. I've used lots of similar software to get remote assistance and this is by far the simplest, fastest one I've come across.

Cons: There seem to be a lot of error boxes that can pop up in the beginning of the process if you don't have the exact right things installed to be compatible with Bomgar. The software works anyway, oddly, but you have to find the error box that pops up behind another window and hit OK before you can move forward. It doesn't diminish the functionality of the software itself, it's just a bit annoying.

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

Must have for technicians

Sep 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: 10.0/10 Not
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Pros: Easy of use, if you are in the business of supporting customer and end users remotely this tool is a must have as it will allow to support basically any platform out there.

Cons: Price... Bomgar is not cheap when compared to other solution but you get what you pay for.

Overall: Great experience, highly recommended to any business.

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.

Great for as emergency or on the fly use

Nov 02, 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: Can easily walk a customer through running this platform and getting remote access. Very low user input needed and it is a blessing when a user is having issues if you can help them get you access in as few steps as possible.

Cons: No con's, platforms works great. Never had a connection issue or a complaint from an end user.

Overall: Really helpful where a dedicated remote management tool is not feasible. Perfect for clients who travel or where a lightweight IT footprint is needed.

I used Bomgar for six years and was never disappointed

Oct 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: It is highly configurable, easy to use and manage. Support is great.

Cons: If you have an appliance and it goes down, you need to wait for a new one to be sent. They will give you a cloud site to use in teh meantime, but it is not ideal.

Overall: It did everything I needed. I have no complaints. The tools were very useful.

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.

Capterra loader

OK tool once you get it going.

Nov 13, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: We use this tool for remote customer support. What I like the most is the fact that I can almost fully control the remote computer, once given the necessary access. And the best feature of all being that I can send the PC to restart and come back with me logged in without troubling to customer to reconnect.

Cons: The setup process for a remote session, mostly on the client side. If the user never connected before, the process to obtain the client tool is not straight forward. In most cases I have to work the user step by step until I am online with them.

Overall: Really like, but I wish they client tool process where a bit easier and less intrusive.

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.

Capterra loader

Helpful and Reliable Tool

Nov 13, 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 liked the concept about sharing a screen with a customer so you could troubleshoot any kind of technical issues and have full clarity of what the situation is really about.

Cons: I can honestly say I didn't dislike anything about the app.

Overall: I used it on a daily basis to assist customers with their devices whenever a technical problem was presented. I had the ability of sharing screens with clients so I could see what the problem was and that way it could be resolved in a timely manner.

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.

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.

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.

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.

Capterra loader

Great remote access program

Aug 23, 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: This makes it so easy to access customer's computer in order to troubleshoot their issues, easy to use interface for both the customer and the technician.

Cons: Not so much the software's fault but some times it can be hard for a customer to run the client on their computer, this mainly happens because of lack of knowledge.

Overall: Love the easy of access, when I don't want to spend hours explaining where to go and what to do I can just pop into Bomgar and get it done!

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.

Bomgar

Nov 14, 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: This software is a godsend for remote support.

Cons: Nothing. We love this software and will not say anything bad about it.

Overall: Bomgar was started by a student of ours, while he was still enrolled and it blossomed into what it is today. We use it extensively for remote support and service of systems all over the country.

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.

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).

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.

Bomgar Review

Sep 23, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: What I liked most was the reliability of the service. Bomgar allows for one to assist customers on a more personal level offering more of a tutorial by offering tools to offer step by step guidance.

Cons: The software sometimes lags and times out.

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.

Bomgar - great way to help customers!

Aug 28, 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: Probably the fact that it never gets blocked by Firewalls.

Also it's pretty simple in use as well as to install.

Cons: I did not like some functionalities, like complicated way to copy and paste, also sometimes unable to use or open system utilities, which are easy to open in other remote connection programs (anyway, it's not a big deal, still this program remains one of the best ones to use).

Overall: Program was used to establish connection with Customers. The big benefit is that it was a very, VERY rare accident that the connection could not be established due to some Firewalls or some programs on Customers computer.

A remote support solution that allows me to easily engage with customers

Sep 06, 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: Nice graphical interface, not very difficult to use, great for customer interactions

Cons: Not much, I haven't really found any issues or bugs with Bomgar

Overall: I enjoy using Bomgar at work and it's great for customer service and interaction. I find it to be simple to use and reliable as a remote technician. I can quickly start a remote session with a customer and take a look at their computer screen, allowing me to see what's going on so I can quickly resolve their issue.

Nice tool for remote support

Oct 07, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability for canned scripts to be saved within the software and easily accessed for fast troubleshooting

Cons: The software would occasionally crash when running on Windows 7 but has not seemed to be an issue since my upgrade to Windows 10

Bomgar Review

Oct 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: easy of installation and access, for connecting to customer accounts and remote controlling for support.

Cons: very rare but at times can be glitchy and connection breaks without notice

Overall: excellent tool, for secure access to accounts, highly recommend it.

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.

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.

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.

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.