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.
Robert from Az State University
Employees number: 1,001-5,000 employees
Everything I hoped.
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.
I wish it were free, and never had to be upgraded, but neither of these desirables are deliverable.
Piotr from NewVoiceMedia
Employees number: 201-500 employees
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.
- 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.
- 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.
Eric from Defense & Space
Remote support for hundreds of users
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.
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
Mike from NWFSC
Employees number: 501-1,000 employees
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 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.
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.
Jason from Nu Skin
Employees number: 5,001-10,000 employees
Quick connections to end users and great computer control.
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.
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.
Diego from Arizona State University
Employees number: 10,000+ employees
The ability to not have go from computer to computer, fixing things.
I like that more often than not, the person who is remoted in, stays connected on the computer even after a restart.
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.
Stephen from Arizona State University
Employees number: 10,000+ employees
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.
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.
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.
Aimee from Nexsyis
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.
Pricey but you get what you pay for
Brad from The McGowan Companies
Employees number: 201-500 employees
Easier to use when starting a remote session with an end user. I do like that we can also initiate via ip
This software is very user friendly for the end users when starting a remote session. Thinking about doing the appliance in the future
Pricing. Would like some new features . Would be better if the full appliance could cost less for enterprise
Ashley from H&D Corporation
This allows someone to remote into another person's computer and help install software or fix IT issues. (I've used this software in a past role)
Sometimes there are connectivity issues with Macs mostly. But eventually, it seems to work. Great remote access!
jeremiah from CSWG
Employees number: 10,000+ employees
the ability to assist end-users almost no matter what their PC issue is.
able to connect to almost anyone, anywhere. ability to remain connected and/or reconnect while in safe mode.
it's a bit clunky to use, both for me an IT pro and definitely for the end-user, but that's what makes it work practically everywhere
Zach from NorthEast IT Group
Love Bomgar. It does everything you could want in remote software. It's a bit pricey compared to others in its league but its top notch!
Its a great product. So many pros to list. It will do everything you need from remote software
Its pricey in comparison. Don't like how the list of clients can grow and grow if you don't label them exactly the same. Even uppercase and lowercase need to match
Matthew from Virteva
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.
Using this product is something else, I really enjoy hopping from desktop to desktop in a short amount of time.
I'm not sure on the pricing, I just used this product extensively for years...
It works, it really works!
Travis from University of Tennessee
Our IT at the University of Tennessee is centralized into one Office of Information Technology. We grant our first tier HelpDesk full access to all of the remote support features. The HelpDesk typically facilitates anywhere from 20-30 sessions per day among 15-20 support reps. Our tier 2 desktop support also uses the client to attempt to resolve desktop support-related issues from their desk. Remote support via Bomgar allows the desktop support techs to resolve issues from their office, regardless of where the user is physically on campus. Bomgar addresses the business problem of getting end-users back to work as quickly and efficiently as possible. Our entire OIT organization has access to Bomgar, and many of them use it to solve remote issues for their customers. Additionally, we offer Bomgar as a service to the campus community. Many departments and units around the University have subscribed to Bomgar to support a variety of administrative functions at the University. Cross-platform support and the Jump Client features are critical for a large university with a diverse clientele. Bomgar's customer service has always been top notch and fast to resolve service requests and incidents.
Obinna from CUSI
Employees number: 51-200 employees
Simply the best Identity Management software I've worked with. I have used the inbuilt Windows Remote Desktop Connection software and even others like TeamViewer. While the other products are nifty and great, I love the ease of use of Bomgar, and it's secure connectivity options. Truly in a class of one!
The ability to transfer files in a secure manner. The use of jump clients that can connect to any computer securely.
Could be laggy over poor network connections.
Jimmy from Louisville Metro Government
When we switched to Bomgar at a prior service location, productivity went through the roof. This was the same time in which we removed local admin rights. The elevated permission tool in Bomgar is amazing. The feedback we received on it from the end users was great as well. Overall.... just buy it.
Jason from Green Clinic Health System
We moved to Bomgar from LogMeIn about four years ago and haven't looked back - it has every feature LMI had plus some and it's all-included, LMI wanted extra money for things like mobile device support. With Bomgar, that's just an included feature. We can do presentations through it, record sessions, run scripts, and support is amazing. This is a product that just keeps getting better. I was wondering the other day what was left that they could possibly add and did an update on 12/7/16 - I found out they added a web console in addition to a full client console, so now my ways of accessing the system have doubled!
Anna from LISD
It has been and continues to be by far the best for remote support assistant, troubleshooting, teach and present, and more all in one tool that our school district has gotten for us. Saves time and man hours and convenience for all parties involved to resolve issues.
Heidi from Old Republic Title Insurance Company
More than well worth the expense. We were able to retire a host of 3rd party software to use Bomgar's integrated solutions
Justin from Centrada
Bomgar has been the cornerstone of our Break/Fix support services for over 4 years now and we can't imagine another tool in its place. Bomgar contains the features and usability that enables our helpdesk staff to provide the best IT support. In addition to remote access, our team regularly uses Bomgar to gather installed application information, IP information, transfer files, and many others.