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Bomgar - Best Remote Tool Available
What do you like best about the product?
I like the ease of use of the product. Even if you've never used it before for remote support, it is very intuitive and you can figure it our very easily and quickly.
What do you dislike about the product?
I don't like that I don't have a chat schedule where I can input hours of chat availability.
What problems is the product solving and how is that benefiting you?
We are able to reset passwords, install software, update drivers, and many other computer support tasks for our many customers. Bomgar allows us to resolve tickets faster because we no longer have to do site visits for problems that can be resolved remotely.
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Enterprise support via remote control with ease
What do you like best about the product?
The best features for remote support is the "directory" listing of all your computers that have the jump client loaded (online and offline computers). Also you can support people on personal computers via the web interface portal without the need for the agent software to be preinstalled.
What do you dislike about the product?
I wish we could grab a larger "screen shot" of any client connected without engaging the support session. Some times we need to remotely support a computer but don't want to disrupt an active user. The administrator console will show a very small thumbnail view of their screen, I wish I could get a bigger one by clicking but can't.
What problems is the product solving and how is that benefiting you?
Supporting geographically dispersed user base.
Recommendations to others considering the product:
The directory of computers in additional to the web portal make this a perfect solution.
Bomgar: The Go-to Product for Troubleshooting!
What do you like best about the product?
I absolutely love working with this product! It allows IT to access major areas of my system and effectively troubleshoot and remedy situations that arise in a quick and efficient manner! Absolutely LOVE Bomgar!
I have had serious system issues and without the connectivity and access that Bomagr provides, my problems could have been much worse. IT from a few different companies I have worked with have all used Bomgar as a way to remedy those problems that arise that also require quick access to our computers as well as instant access and control of our desktop or other programs. This is an amazing product and I would recommend it to anyone looking for a top grade program!
I have had serious system issues and without the connectivity and access that Bomagr provides, my problems could have been much worse. IT from a few different companies I have worked with have all used Bomgar as a way to remedy those problems that arise that also require quick access to our computers as well as instant access and control of our desktop or other programs. This is an amazing product and I would recommend it to anyone looking for a top grade program!
What do you dislike about the product?
The only problem I have ever run into with Bomgar is sometimes it can take forever to load. I am unsure if it was the system or programs running in the background, but this is the only issue I have ever had with Bomgar.
What problems is the product solving and how is that benefiting you?
Bomgar is amazing at allowing problems such as packet loss, and other items that may be causing issues in a virtual workplace. Working from home, we have many issues that may arise such as VPN issues, packet loss, etc... Bomgar allows other programs to run in the background while also running the program itself. I have had ping tests and other tests run in the background and Bomgar does not bat an eye!
Secure, Reliable Console
What do you like best about the product?
The console is very reliable, fast to connect & easy to use. The set up didn't take long at all & I was up & running in no time. It is also very easy to transfer files back and forth on.
What do you dislike about the product?
The only thing I can complain about it probably more my fault then the software's fault - the console is very sensitive to the internet connection. I often get kicked out because there is a quick disruption to my internet connection.
What problems is the product solving and how is that benefiting you?
I have secure access to my customer's data.
Makes Dealing with IT Issues So Much Easier!
What do you like best about the product?
As many office workers do, since most of us are using several different applications simultaneously throughout the day, I find myself on the phone with our IT Help Desk probably once a week. Being able to grab a quick Session Key from the agent and have them remote into my machine so I can show them the exact issue (vs. trying to explain with my comparatively limited tech knowledge) is so convenient!
What do you dislike about the product?
In some ways, the program doesn't seem terribly innovative. For example, I wish the chat feature was a little easier to access while my screen is being controlled. There have been several times the agent was somewhere in my machine fixing something and I've wanted to be able to type them a message. However, I would be taking the mouse and keyboard away from them in order to do that. I wonder if there might be a way to split controls so that the user can use their mouse and keyboard separately from what the IT rep is doing.
What problems is the product solving and how is that benefiting you?
A huge benefit is that, by using Bomgar, I don't have to submit a ticket and wait 48 hours for someone to get something fixed or installed on my machine. The IT rep can just remote in and do everything in realtime so my issue gets handled immediately!
Recommendations to others considering the product:
It's easiest if you are on the phone with whoever is remoting into your machine, so that you can talk and ask questions outside the Bomgar text chat feature. Since they will be controlling your mouse, etc, it's often awkward and difficult to get into text chat while they are trying to fix your machine.
The most secure remote solution in todays risky cyber world
What do you like best about the product?
The most flexibility in terms of:
Configuration - Everything can be customised (security, network, look and feel)
Integration - Supports all enterprise ITSM platforms
Very secure as all security features can be configured to your own standards, and hosting your own appliance in your data centre and behind your own firewalls gives you a lot less to worry about.
Configuration - Everything can be customised (security, network, look and feel)
Integration - Supports all enterprise ITSM platforms
Very secure as all security features can be configured to your own standards, and hosting your own appliance in your data centre and behind your own firewalls gives you a lot less to worry about.
What do you dislike about the product?
Too many configuration options! Hard to find them sometimes, the back-end admin could use some improvement.
What problems is the product solving and how is that benefiting you?
Security Challenge - hosting under your own domain and branding like your own give better sense of security and trust.
Cost - Lower annual costs than other products, reduction of costs on site visits.
Flexible - Connectivity options are limitless, many platform and product integrations with API's and packages.
Cost - Lower annual costs than other products, reduction of costs on site visits.
Flexible - Connectivity options are limitless, many platform and product integrations with API's and packages.
Recommendations to others considering the product:
Ensure your networking team know what you need (SSL Cert, Firewall, DNS), and make sure your security providers and team are also involved.
Help Desk Troubleshooting
What do you like best about the product?
As an instructional technology analyst for the Help Desk at a major state university, there are a lot of options we could have chosen to remotely troubleshoot customer issues. Ultimately, we selected Bomgar for its robust features and the ability to store the data on our own servers for additional security of sensitive FERPA data.
What do you dislike about the product?
My main complaint with the software is the alerts settings. It is currently not possible to set the audio/visual alerts to be specific to a specific queue. For the agents who are only in one or two queues, that's not a huge deal. But for those of us who are supervising 5+ queues, the alerts for queues we're not scheduled to manage that day are a pain!
What problems is the product solving and how is that benefiting you?
Being able to provide a 24/7chat option for our students is absolutely essential, especially given the size of our online campus and the number of international students and students studying abroad! In addition, the remote access capabilities allow us to more directly troubleshoot customer issues with our various software platforms is phenomenal! It reduces stress and allows for a greater percentage of first-contact resolution!
Recommendations to others considering the product:
Bomgar will send agents out to train you and your team directly, but they also offer online training options and certifications. They have been abundantly supportive in customizing our implementation. Since all of the chat records are stored on our own internal servers, we have an additional layer of security!
Best Remote Support Software
What do you like best about the product?
Bomgar is accessible from anywhere, remotely, while on vacations, and it even works on Mobile Phones. Jump points are cool too.
What do you dislike about the product?
I haven't found any downsides besides the fact that sometimes the client gets an "Unrecognized client detected" prompt instead of connecting, but anyway you can workaround by sending a link or jumping in the system.
What problems is the product solving and how is that benefiting you?
Working in IT, we support all users. MAC, Android, Windows, iPhone so we've used it for pretty much anything related. The big benefit is that it's simple for the users, and faster to connect.
Recommendations to others considering the product:
Try it, it is honestly the best i've found.
Remote Support and Chat Support
What do you like best about the product?
Ease of set up, ease of training and ease of use for support staff and use by clients.
What do you dislike about the product?
Nothing, great product. We have nothing about the product that we dislike and are currently reviewing expansion to an enterprise product.
What problems is the product solving and how is that benefiting you?
We are utilizing Bomgar as a remote support tool. We struggled for years with inferior remote tools with many issues. Worked well inside firewall, but not outside. Worked well for one format not others, didn't work at all.... Bomgar allows us remote support on campus, nationally and internationally as needed agnostic-ally through browsers. We were able to change our onsite support model completely using Bomgar, using a Bomgar first rule before dispatching onsite support significantly reducing our onsite support needs.
Recommendations to others considering the product:
Outstanding product
Bomgar is a Fantastic Piece of Software
What do you like best about the product?
I really like that the software not only let's you view a customer's computer, but also let's you control the computer to walk customers through solving the problem that they might be having.
What do you dislike about the product?
The only thing is dislike is having to have the customer navigate to a specific site or their email to allow us access. This isn't really Bomgar's fault though as it is usually technically challenged customers that a struggle with this.
What problems is the product solving and how is that benefiting you?
Helping customers log in to different programs or sites that don't seem to be working correctly for them.
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