BeyondTrust
BeyondTrust CorporationExternal reviews
321 reviews
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Bomgar is great for hand's on support
What do you like best about the product?
What I list best about Bomgar is the fact that I can see and experience the issue being reported by the end-user and have hands-on capabilities to help resolve an issue.
What do you dislike about the product?
The only thing that is a little cumbersome with the product is that Bomgar continue to polls the user about being logged in, which sometimes pops up when performing other application duties that can get in the way.
What problems is the product solving and how is that benefiting you?
Bomgar has helped several IT departments across the university campus to assist our faculty, staff & students at a more quickly, especially when the description of the issue would require the technician to view the problem being reported at the time.
Recommendations to others considering the product:
It is a wonderful remote support tool
Awesome Remote support software.
What do you like best about the product?
I like that I can save the customer computer for pending fixes and tag them for knowing what customer it belongs to.
Also the fact that i can transfer files and terminate services, see most specs of computer.
Also the fact that i can transfer files and terminate services, see most specs of computer.
What do you dislike about the product?
I actually dont dislike anything. It has everything I need to do my job.
What problems is the product solving and how is that benefiting you?
I remote into customers computers and try to resolve our program problems. The benefits are that the customer grants us access and they can disconnect anytime they dont feel comfortable.
Recommendations to others considering the product:
Dont bother with other software when this one can do most of what you need for business.
Great for remote support
What do you like best about the product?
Enables tech support to control your system when they cannot identify the problem
What do you dislike about the product?
There is nothing I dislike from using it so far
What problems is the product solving and how is that benefiting you?
System problems and technical support
Flexible and built to work smoothly during heavy workloads
What do you like best about the product?
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. It's also compatible with enterprise-grade tools, such as Kerberos authentication and LDAP for user directory retrieval. For mission-critical organizations, the failover set up is also very nice and easy to setup. Last but not least, the documentation is very clear and well covered, and that is a great advantage over many tools of the industry. What I like most is that they really seem to hear the market, because when I get asked as a consultant about a feature, within a few clicks away I find it in the tool.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
The granular permissions model and the audit log and video the product offers, is a great benefit for those customers that need to comply with heavy regulations, so when choosing remote support tools, this choice is an easy call on BOMGAR, because of this.
Recommendations to others considering the product:
When deploying the solutions, please make sure you have all the requirements mentioned in the documentation before attempting to deploy the appliance. Otherwise you will hit roadblocks and doing "ad-hoc" setups that will not be best practice when deploying the solution.
The Most Comprehensive and secure remote support tool - BOMGAR
What do you like best about the product?
simple user interface for agent & customer
What do you dislike about the product?
nothing - its all good. They quickly acknowledge any enhancement requests and keep us updated with future product road-map.
What problems is the product solving and how is that benefiting you?
We increasingly have to support a wide geographically dispersed user base. With Bomgar remote support we can support those users anytime, anywhere, on any platform all without leaving our desks. As a tech support manager It is helpful to have the reporting and recordings for review. Some of our customers never come to campus so we can remote in and assist with computer configurations that were previously done in person saving travel time and costs. The big benefit is in solving issues without dispatching techs for basic desk side support. that helps improve the help-desk first contact resolution rate (FCR) and results in higher customer satisfaction ratings too. Today's versions allow my support agents to be anywhere also with the Bomgar mobile representative client. We don't need it often but when you can resolve an issue from your mobile device from where ever you are means not having to run out to find a computer and connect is priceless.
Recommendations to others considering the product:
Look at the big picture when comparing vendors. Bomgar has it all with extensive experience and innovation in the field of remote support solutions. No other vendor comes close to providing the comprehensive secure remote support solution that Bomgar does. The concurrent licensing model fits my needs since we have several shifts of techs we only pay for the # we need to actually use at any one time.
Bomgar Remote Support
What do you like best about the product?
Bomgar remote support is amazing, I am able to troubleshoot any computer anywhere inside or outside my environment, integrate it with my support system and take remote control over mobile devices to better serve our users.
What do you dislike about the product?
I do not dislike anything within the product.
What problems is the product solving and how is that benefiting you?
remote support to save FTE costs outside the Home office locations state wide.
Recommendations to others considering the product:
POC and you will be amazed at the quality and ROI this product can give you.
Bomgar Secure Remote Access
What do you like best about the product?
Bomgar remote support provided multi layer security with SAML authentication, technician reporting and reliable secure access to clients systems with ServiceNow integration capabilities
What do you dislike about the product?
Chat support needs improvement to allow available hours for chat support
What problems is the product solving and how is that benefiting you?
Reliable secure remote support assistance to our clients. We now have reporting capabilities that can track our technicians remote support connections on a monthly basis
Recommendations to others considering the product:
It is the industry standard and now provides mobile report assistance as well
Excellent remote support tool.
What do you like best about the product?
I like the fact that you can pin devices and create and organize it this way you don't need to type IP address or name or the computer or server you just need to double click on it. the option to invite other representatives to join your session or share your session with other support teams out of your company by creating a session key or a url link. Also you can see who if other members of your company are logged in. you can sen messages to the remote computer you're connected with this way you have communication with the user. I like that you can transfer files especially when your are working with someone out of your company network and the system info tab is very helpful
What do you dislike about the product?
I don't really dislike anything. maybe just the fact that if you're working out of your company network you have to go through extra steps to log in. other think that can improve is the option to block the user to take control of the compute when you are working on.
What problems is the product solving and how is that benefiting you?
To connect remotely to any computer. you save time since you don't have to move around offices. you can do everything from your own office even from home, as long as you have internet access you can log in from anywhere. easy way to connect and friendly for remote user.
Recommendations to others considering the product:
Excellent tool for remote access.
Only way to support remote customers
What do you like best about the product?
Instant access to all my customers with complete unattended control.
What do you dislike about the product?
It will not make my morning coffee, so pretty much nothing.
What problems is the product solving and how is that benefiting you?
Provide support for hundreds of customers with minimal staff
Recommendations to others considering the product:
Think about security, control, and ease-of-use.
BOMGAR is a time saver
What do you like best about the product?
The ability for our techs and myself to try and troubleshoot something in our remote offices without driving there for every little issue.
The Bomgar button! A desktop icon that takes users directly to the help queue so an IT member can help them.
Jump Clients: if installed allows IT to remote into any PC without user interaction.
Having different levels of IT users for the representative console.
Having Personal queues to help users as well as a general. (you can actually give your user a button that will go directly to a certain member of IT)
The Bomgar button! A desktop icon that takes users directly to the help queue so an IT member can help them.
Jump Clients: if installed allows IT to remote into any PC without user interaction.
Having different levels of IT users for the representative console.
Having Personal queues to help users as well as a general. (you can actually give your user a button that will go directly to a certain member of IT)
What do you dislike about the product?
Setting up the console settings is very lengthy due to all the options. I feel like they could be grouped better somehow, although i wouldn't really want to give up the granularity it offers
What problems is the product solving and how is that benefiting you?
We are saving lots of time by trying to help a user right from our desk before we drive out to their site. Having the ability to switch user and stay connected is also a great feature that lets us perform admin tasks.
We are also using this to have clients show us what they are seeing without having to be at their desk.
We are also using this to have clients show us what they are seeing without having to be at their desk.
Recommendations to others considering the product:
If you currently don't have remote support in place this is the ticket. There are so many great features like desktop buttons that take users directly into the help queue, or jump clients that allow admins to take control of any machine a jump client is installed on..
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