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

53 Reviews of Bomgar

Showing 1-20 of 53

 

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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

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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.

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

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Value for Money

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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.

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
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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

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
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Quality
Value for Money
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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.

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

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Value for Money

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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.

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

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Value for Money

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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.

Source: Capterra
 

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

August 2017

August 2017

Excellent remote assistance and queue management for tech support teams.

Ease-of-use

Functionality

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Support

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.

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.

Source: Capterra
 

Aimee from Nexsyis

July 2017

July 2017

Great support tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Value for Money
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Support
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

Source: Capterra
 

Brad from The McGowan Companies
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Pretty Decent software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Value for Money
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Support

Easier to use when starting a remote session with an end user. I do like that we can also initiate via ip

Pros

This software is very user friendly for the end users when starting a remote session. Thinking about doing the appliance in the future

Cons

Pricing. Would like some new features . Would be better if the full appliance could cost less for enterprise

Source: Capterra
 

Ashley from H&D Corporation

June 2017

June 2017

Nice IT support!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

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)

Cons

Sometimes there are connectivity issues with Macs mostly. But eventually, it seems to work. Great remote access!

Source: Capterra
 

jeremiah from CSWG
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2017

June 2017

I use bomgar to connect to remote clients inaccessible via my normal methods

Ease-of-use

Functionality

Product Quality

Value for Money

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Value

the ability to assist end-users almost no matter what their PC issue is.

Pros

able to connect to almost anyone, anywhere. ability to remain connected and/or reconnect while in safe mode.

Cons

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

Source: Capterra
 

Zach from NorthEast IT Group

January 2017

January 2017

Bomgar Remote

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

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!

Pros

Its a great product. So many pros to list. It will do everything you need from remote software

Cons

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

Source: Capterra
 

Matthew from Virteva

January 2017

January 2017

Great product!

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

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.

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...

Advice to Others

It works, it really works!

Source: Capterra
 

Travis from University of Tennessee

December 2016

December 2016

Bomgar at the University of Tennessee, Knoxville

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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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.

Source: Capterra
 

Obinna from CUSI
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Best Identity Management software!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

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!

Pros

The ability to transfer files in a secure manner. The use of jump clients that can connect to any computer securely.

Cons

Could be laggy over poor network connections.

Source: Capterra
 

Jimmy from Louisville Metro Government

December 2016

December 2016

Buy it, just buy it...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

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.

Source: Capterra
 

Jason from Green Clinic Health System

December 2016

December 2016

Best Remote Support Platform in the Marketplace

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

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!

Source: Capterra
 

Anna from LISD

December 2016

December 2016

Bomgar way beyond excellent tool for ulitimate support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

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.

Source: Capterra
 

Heidi from Old Republic Title Insurance Company

December 2016

December 2016

Pricey but

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

More than well worth the expense. We were able to retire a host of 3rd party software to use Bomgar's integrated solutions

Source: Capterra
 

Justin from Centrada

December 2016

December 2016

Bomgar is a perfect fit

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

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.

Source: Capterra