About Bomgar


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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

918 Reviews of Bomgar

Average User Ratings

Overall

4.59 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(599)

4 stars

(269)

3 stars

(46)

2 stars

(4)

1 stars

(0)

Likelihood to Recommend

Not likely

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Showing 1-20 of 918 reviews

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April 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

April 2019

Easy remote support while maintaining a controlled environment

Staff will always have hesitation when allowing IT to remote into their computers. This can cause resolution and deployment times to skyrocket. But Bomgar Remote Support features a full suite of tools that allows the company and its users to feel confident in letting IT remote into their machine because of its many features and customization options.

Pros

Bomgar Remote Support is easy to install and manage for your staff and IT support.

You can deploy a shortcut to computers and set it up to start remote sessions immediately, or allow a support rep to give a session key to start the session. So there are lots of options to customize how you want to manage support sessions.

Once you're remoted in, a range of options for controlling the computer are available to the rep, allowing the sessions to go faster like control panel shortcuts, screen shot options, and an easy to use file share interface.

The customer can see everything happening and chat with the rep in a chat box, which also displays helpful information like what commands the rep is running in the background.

There is a lot of transparency when running Bomgar so everyone can feel safe and comfortable sharing their computer with an IT rep.

Bomgar also integrates with other software like Service Now.

Cons

Bomgar Remote Support does take a lot of planning to set up properly and get running efficiently.

A lot of the security and transparency features will require a lot of app administration. If you're a one-man or smaller shop, you will have a longer time getting many of its features up and running.

February 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

February 2018

A recommended and dependable remote endpoint management and technical support portal

A powerful Remote Endpoint and support tool for professional IT shops.

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.

November 2017

Alan from University of Lincoln

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2017

It's not Marmite, everybody loves it!

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...

March 2018

Nicholas from SoftSolutions, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

Best secure remote support software I have ever used!!

A clean, professional, and impressive way to support a customer or client.

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.

July 2018

Sergey from sbe Lifestyle Hospitality

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Providing remote support to every user - priceless!

All-inclusive remote support solution at your fingertips. Nothing like helping remotely an executive, who is traveling and urgently needs IT assistance.

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.

December 2018

Abby from Dell Children's Medical Center

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

Functionality

5.0

December 2018

Useful for IT issues

Overall this has been a great tool and allows you to have IT help at your fingertips as if you had someone sitting right next to you.

Pros

Bomgar allows our IT department to remote into our workstations and address computer issues. It's very user friendly! Once opening the program our IT tech will provide a session key number which you enter and allows them to remote in and take over. I'm generally on the phone with IT while they are accessing my system, but there is also a chat feature that allows you to communicate with whoever is remoting in. Both users can utilize the mouse or keyboard, so I can show them exactly what I clicked on or what error message I am encountering. It has saved so much time as our IT team is relatively small, and an inability to access programs or have a functioning computer can easily impact patient care. I don't have to wait hours for a ticket number to get assigned to a person who has to triage me along with tons of other people. You can also get a transcript of your chat after you have closed the session. There's an icon that will appear on the top right hand corner of your screen to let you know you are connected and someone else has access, and it's easy to know that the session has ended because the icon disappears and there's a notification that you have logged out.

Cons

I have no problems with this software! I have never had trouble with it loading, and each time I've had to use it it has booted up quickly without error, runs smoothly while someone else is accessing my computer, and is incredibly easy to navigate and use.

January 2019

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2019

You can forget about regular RDP with this revolutionary product

Our organization is spread across the globe and have been acquiring more companies. Bomgar has helped us to continue site services task during the time of mergers and acquisitions and in case the network tunnel is down

Pros

Where to start from, first and foremost you dont have to be on network to have an RDP session with a user. During my 3 years of experience as a security analyst, I have had trouble multiple times for not being able to reach user or have a session when the user is off network. I used to work with skype in these cases, but from last 1 year, skype is going really fast towards its end. Plus, if you are an admin, you can straight away hop onto a machine with bomgar client installed without user's approval. If the user does not have a client installed, a bomgar session can also take place via browser.

Cons

It is a client based system. I have had trouble setting up bomgar sessions via browser. Apart from that, I have had absolutely no trouble using bomgar

December 2017

Cam from University of Tennessee

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2017

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

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.

January 2019

Andrew from ISG Technology

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

January 2019

Bomgar is Great!

We used this as a back up method for contenting to users and it has always been reliable.

Pros

I have been a Bomgar user for a number of years and it's great. A few if the key features I love are...
- Invite users to start a session via sharing you session key with them or sending an email link, this makes it quick and easy to get connected.
- Auto reconnect after rebooting or loosing network connection. This is a huge convince! and time saver since you don't have to call the user to get reconnected while working on the issue.
- You can easily transfer and share you session with team mates.
- Built in chat feature.
- Easily View system information and transfer files.

Cons

There are some issues with running it on Google Chome or on a Mac.
Its not 100% seamless to users you are connecting to, you have to click though a few things but its still pretty easy.

August 2018

Tyler from dmi Networking

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

August 2018

Bomgar is one of the most commonly used remote connection softwares, and has proven reliable.

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.

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.

September 2017

Mike from NWFSC

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

September 2017

A good lifeline to have

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.

December 2017

Scott from Horizon Beverage

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support