Bomgar is a screen sharing/remote support application. It is a multiplatform solution for corporate and home users. I usually use Teamviewer. With that program, you simply get the person to download an application to let you control his PC remotely.
Bomgar does things a little differently, but it is really easy as well. If you need to get on somebody's computer, you simply send them an URL address that you generate from within the Representative Console. Then they are prompted to download a small application and you are ready to start working with their computers. The computers will appear on a queue. You can then accept the connection and start the support session. Once you are in, you can request to start screen sharing and controlling. The end user is then asked whether he wants to give you control permissions or not. While you control the client's computer, you can chat with him using the built-in chat window. There are quite a few options to control the quality of the screen-sharing session. If you are faced with a slow connection with the client, you can then lower the quality to improve the performance. In everyday use, I find that Teamviewer is more than adequate for the usual help to a friend. But Bomgar has features that make it ideal for hardcore remote support. Certain features like built-in chat and the ability to e-mail clients with predefined instructions and invitations are a must for this type of use. Also, Bomgar facilitates the process by thoroughly communicating every fact to the client, in many different languages. Bomgar is extremely expensive, though, and you can't just add the product to the cart. You have to contact the sales team in order to get a quote that fits your needs. There are discounts for education sectors and small businesses.
v14.1 [Jan 20, 2014]
- RDP Integration - Leverage the added benefits of using Bomgar with your RDP-enabled systems.
Session Permission Policies - Customize support session security permissions to fit specific support scenarios.
Click-to-Chat Mobile - Chat with customers on mobile devices without requiring an app download.
- Configurable Login Banner - Display restrictions and policy rules before administering Bomgar.
HTML5 Chat - Allows customers running an HTML5 compatible browser to use Bomgar's Click-2-Chat without the need for Adobe® Flash®.
- Bomgar Automatic Elevation Service - Enables automatic elevation of the customer client without providing credentials.
License Usage Reporting - Run reports to view peak usage of Bomgar licenses, grouped by hour, day, or month.
Mobile Presentation Attendee Client – Join presentations from your iOS and Android devices.
- Atlas Management APIs - With three new API commands, gain further visibility into your Atlas cluster environment.
- Enhanced Customer Prompts - New pop-up prompts can be enabled for desktop Customer Clients, making it clearer for your customers to see and respond to prompts during a support session.
- Streamlined Session Start - Your customers can now connect to your help desk faster and easier with as little as a single click.
- Enhanced Rep Notification - Customizable audio alerts and louder default alerts help representatives maintain optimal efficiency. - - - Representatives can granularly configure which events trigger alerts and can upload custom audio files.
- Configurable Customer Client File Transfer - Admins now have the ability to disable file transfer from the customer client to the rep console.
- Report Download Format Options - Added Excel format as a download option for reports.
- Email Notification Configuration – Configure the “From” address field that is used to send email notifications from the appliance.
- Syncing SMTP settings in Atlas configurations - SMTP settings can now be configured for the individual traffic node versus just on the master node.
- Added support for the Representative Public and Private Display Names.
- Mobile Rep Privacy Screen – Privacy screen is now available for reps on mobile devices. The representative must have the permission to restrict the customer’s display, mouse, and keyboard.
- Bomgar Virtual Smart Card drivers are now available for download on the My Accounts page.
Reporting
- Resolved an issue with extra headers showing up in downloaded License Usage reports.
- Resolved an issue with License Usage reports showing an extra month on monthly reports.
- Resolved an issue with Team Activity Reports missing the Total Events label.
- Session Permission Policies
- Resolved an issue where deleting a policy would default users of that policy to be “Not Defined”.
- Resolved an issue with the Session Policy drop-down menu.
- Resolved an issue with the Prompting Options always appearing when they should not be visible.
- Resolved an issue with the Session Policy Simulator not clearing out previously selected Bomgar Button options.
- Modifications of the Session Policy UI to clarify configuration workflow.
- Resolved an issue with the Rep Invites on the Session Policy Simulator not being alphabetically sorted.
- Resolved an issue with “Not Defined” showing in the Timeout option while editing the Global Default policy.
- Jumpoint installers are now deleted after the Jumpoint authenticates with the server.
- Resolved an issue with the advanced options showing when using Shell Jump via a Jumpoint with only provisioned access allowed.
Integration Client
- Resolved an issue with parsing the xml response to include the xml namespace.
- Resolved an issue with Session Note Added events not extracting the body of the note.
- Resolved an issue with re-downloading recordings even if they were set to be skipped.
- Resolved an issue with the Integration Client having trouble downloading when downloading large sessions.
Excellent tool for remotely controlling other computers. It allows you to establish a secure connection to another computer and view programs in text mode
