Bomgar Software


 

Bomgar is a cloud-based or on-premise secure access and remote support solution suitable for businesses of all sizes. It offers remote support, privileged access and vault modules within a suite. Key features include customer support, help desk administration, internal IT support, collaboration, monitoring and auditing.

The privileged access module allows users to create accounts and monitor and record sessions in real time. Users can set up a secure remote connection to view and control remote desktops, network devices and servers. Other features include session forensics for compliance, cloud infrastructure management, authorization, notifications and credentials management.

The vault module is an enterprise password manager that enables users to store passwords, find privileged credentials and share admin passwords. Bomgar offers integrations with HP ArcSight, Lieberman Software, ServiceNow, Splunk and more.

It is available for purchase with a monthly subscription. Support is offered via live chat, phone, online guides, video tutorials and emails.

 

Bomgar - Android app
 
  • Bomgar - Android app
    Android app
  • Bomgar - Dashboard
    Dashboard
  • Bomgar - Mac access
    Mac access
  • Bomgar - Representative console
    Representative console
  • Bomgar - Screen sharing
    Screen sharing
  • Bomgar - Support
    Support
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

68 Reviews of Bomgar

Showing 1-20 of 68

 

Start your review of Bomgar

Click to start
https://www.softwareadvice.com/help-desk/bomgar-review/

Dietz, from Hillenbrand Inc.

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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.

Review Source: Capterra
 

Steve from Ascension Information Services (AIS)
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

Secure, feature-packed remote control

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Secure and reliable remote control abilities.

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.

Review Source: Capterra
 

Jeremy from Corptax
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2017

December 2017

I use it less now in my role, but that speaks to the ease of use. Like riding a bike

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session.
As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recording help our engineering team see what goes on too

Cons

The reporting is a little cumbersome. We have to cross reference 3 reports to get some of the data we look for.

Review Source: Capterra
 

Scott from Horizon Beverage
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

easy access to my remote sales team of 400 reps

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

Review Source: Capterra
 

Cam from University of Tennessee

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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.

Review Source: Capterra
 

Michael from Abilene Christian University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2017

December 2017

Gold standard for remote access.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Scott from Pomeroy
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

Overall a Great product with Great support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy Remote Support of my users

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.

Review Source: Capterra
 

Adam from Wildman Business Group

December 2017

December 2017

Very good at what they do

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

They have a lot of options to support whatever you need. They also integrate with several other pieces of software.

Cons

They can be overwhelming with everything they offer. Take your time and make sure you get what fits your business.

Review Source: Capterra
 

Crystal from Florida Poison Information Center Network Data Center

December 2017

December 2017

Best of the best!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ease of connecting with users to solve issues without travel. no better way to support my end users.

Pros

Bomgar keeps up with all the potential security issues and tries to stay ahead of the curve too. Bomgar offers flexibility for agents to support their users in many ways and options are still growing.

Cons

Configuration gets difficult on some of the settings as they have to be done on the appliance and not per agent. While I understand the reasoning, it is annoying. Also, it is hard to determine some of the settings terminology to get what you want done.

Review Source: Capterra
 

Mark from Boise State University
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2017

November 2017

A slick remote support and chat tool that keep innovating

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Alan from University of Lincoln

November 2017

November 2017

It's not Marmite, everybody loves it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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...

Review Source: Capterra
 

Jason from University of Bedfordshire
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2017

November 2017

Excellent

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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

Review Source: Capterra
 

Eric from CityServiceValcon
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

The best remote support tool I have used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


November 2017

November 2017

Best way to access customer remotely

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Robert from Az State University
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Best functionality and least problematic Help Desk software ever!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Everything I hoped.

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.

Review Source: Capterra
 

Piotr from NewVoiceMedia
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2017

October 2017

Fast, easy and hassle free

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

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.

Review Source: Capterra
 

Eric from Defense & Space

October 2017

October 2017

Essential tool for remote clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Remote support for hundreds of users

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

Review Source: Capterra
 

Mike from NWFSC
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

A good lifeline to have

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

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.

Review Source: Capterra
 

Jason from Nu Skin
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Quick connections to end users and great computer control.

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.

Review Source: Capterra
 

Diego from Arizona State University
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Bomgar is really easy to use.

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

The ability to not have go from computer to computer, fixing things.

Pros

I like that more often than not, the person who is remoted in, stays connected on the computer even after a restart.

Cons

I would like to have the ability to remember which computers you remoted into before as well as save a name to who the computer belongs to.

Review Source: Capterra