Complete List of Bomgar Features
Features for remote support representatives, administrators, vendors and customers.
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Access Sponsor is a patent-pending feature for allowing support reps to request help from a higher tier rep in escalating privileges or troubleshooting within a Bomgar session. Reps designated as Access Sponsors have a special queue used to monitor requests for system credentials or help. If a rep needs to elevate Bomgar to run as a system service on the remote computer, he or she can request that an Access Sponsor enter the necessary credentials. This enables the rep to perform more extensive troubleshooting without knowing the administrative credentials. The rep has the use of the administrative credentials only for the duration of the session. Also, the rep can request help from an Access Sponsor. If the Sponsor accepts the request for help, the Sponsor can share the session with the rep and help troubleshoot. Access Sponsor connects lower-tier reps with upper-tier reps, giving lower support tiers the help they need to resolve more incidents more cost-effectively. |
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Bomgar offers an open API that conforms to industry protocols. This means that you can integrate Bomgar with any database, service desk solution or other application. You can even outsource custom integrations to a professional services firm should you need something very specific. Bomgar's SDK enables you to easily integrate with your existing service desk solutions. It includes instructions, methods and preconfigured pieces of code for creating customizable applications that leverage Bomgar's software for back-end solutions such as trouble ticket systems or knowledge management. Starting with Bomgar 11.1, the API has been extended to enable a rep to join an existing session and to connect to a Jump Client programmatically. Additionally, script the API to generate session keys and associate them with external key. |
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When you request limited screen sharing, a selection window will pop up in front of the customer client chat window. After screen sharing is granted, the application selection window can be accessed by clicking the arrow at the right of the customer client. Depending on your site settings, your customer may always be able to select applications from the side menu, even if limited screen sharing was not specifically requested. Application sharing is available when supporting Windows computers only. |
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Automate the failover from one Bomgar Box to another for seamless business continuity. The backup appliance polls the primary appliance to check for activity. Based on predefined minimum thresholds, if the primary device is determined to be down, automatic routing to the backup appliance will occur. |
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Bomgar's robust logging and recording capabilities capture exhaustive detail about support sessions and give administrators critical visibility into support activity. This level of visibility helps protect your business and your customers' data.
Starting in Bomgar 10.6, support admins can create filtered reports, exported to a CSV file, enhancing reporting capabilities with custom criteria such as customer name, session ID, external key, computer name, etc. |
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Bomgar includes a Backup Integration Client so your support organization can export software backups on a scheduled basis and store them on an external database. |
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Bomgar Analytics allows a help desk manager to see areas that need improvement and to effect change in the support organization by showing trending and statistics of Bomgar data, such as customer satisfaction rates, utilization, abandonment rates, and other metrics. The data visualizations and tables are customizable to suit the unique business needs of each support desk organization. |
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The Bomgar Button is an icon you place on customers' and employees' desktop to simplifies support. It allows your customers to initiate a support session with a single click, even directing them to the support rep who helped them last time. |
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Certificate Management Interface A new Certificate Management Interface makes it easier to create, apply, control and view SSL certificates. Customers can also dynamically change IP/SSL certificate bindings. |
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Bomgar's secure, integrated Click-to-Chat lets support reps to help visitors on your website through a flash-based chat interface. If an end-user needs more help, Bomgar can escalate seamlessly from chat to screen sharing or remote control. Bomgar also makes it easy for support reps to chat with other reps or teams. Moreover, the Bomgar Box records all session data - including chat transcripts. This means you can support users at any level without creating separate data silos. Bomgar's Chat feature enables you to:
Beginning in Bomgar 11.1, support admins can, via a site-wide setting, determine customer clients start in full-chat mode, with the chat area hidden, or with the entire client minimized. |
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Remote control can save a support technician hours of time, but sometimes even remote control is not the best option. For many troubleshooting tasks, the rep may need to access the command line for network troubleshooting, system diagnosis or to connect to an adjacent network device. Bomgar's virtual command shell puts the technician at the command line, without having to open a screen sharing session. The support rep can dig in and diagnose the problem without having to go through the extra steps required with the GUI. The command shell in Bomgar has many useful applications including:
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After a support session, your customer will be given the option of downloading the Session Recording and the Chat Transcript for his or her records. |
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The dashboard feature enables privileged users to view and monitor ongoing support sessions, enabling administrative oversight to help manage support staff. Based on roles assigned from the Support Teams page of the administrative interface, Team Leads can monitor Team Members of a given team, and Team Managers can monitor both Team Leads and Team Members of that team. A Team Manager or Team Lead can take over a support session from another representative or transfer ownership of a support session from one representative to another representative or team. |
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Embassy > Bomgar's patent-pending Embassy technology for secure vendor access enables your company to use Bomgar to receive support from your vendors as well as give support to your users and customers. Each Embassy is built around a team of vendor support reps. This team of vendor rep accounts is designed to allow your vendors remote access into your network without compromising your security. You can create an Embassy for each of your vendors and configure each one with specific security parameters, such as whether or not the vendor will have full remote control or view only access to end systems. New to Bomgar 11.1 Enterprise, Embassy grants the ability to integrate Embassy users with a security provider to enable the same authentication support as normal (non-Embassy) users. |
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Equilibrium is a load-balancing feature for high-volume support desks. It automatically distributes incidents within a team to the next available rep. Equilibrium can be set to enable only one session per rep or allow reps to handle multiple sessions simultaneously. |
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Bomgar makes it possible for your support organization to define escalation paths to skilled resources in a cost-effective manner. With Bomgar, skilled staff can engage with critical support requests instantly and remotely. This allows you to respond to customers with the right resources on the first call. With Bomgar, escalation paths are easy to define because you can:
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Bomgar offers secure and comprehensive file transfer as part of its remote support solution. Both the customer and the support technician can initiate file transfers. However, the administrator can also control file transfer. Both the direction and the destination of file transfers can be controlled centrally. File transfer uses:
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Identity management in the support center is a necessity. Bomgar integrates with LDAP for directory integration so that reps can log into Bomgar with the same username and password they use to log in to their computer. Other supported integrations include Kerberos for Single Sign On, and RADIUS integration for multi-factor authentication using RSA or other security providers. Bomgar's integrations with industry-standard security providers enable you to manage your technicians' accounts through your existing account directory. If your directory server is located behind a different firewall than the Bomgar appliance, you can configure the firewall to enable the transmission of information or you can use a connection agent to enable secure communication without changing firewall configuration. Bomgar's identity management integrations include:
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Bomgar gives you a complete toolbox to integrate remote support into your organization:
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Bomgar's Integration Client comes with two pre-packaged plug-ins - a Windows file system and a Microsoft SQL server plug-in. These plug-ins allow in-house administrators and developers to extract session data from Bomgar. Bomgar's integration client lets you:
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Broaden your service desk reach with the iPad Rep Console by allowing support technicians to stay productive while mobile, delivering collaborative remote support directly from their iPad, anytime and any place. |
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Bomgar's Jump Technology is a patent-pending solution for supporting any unattended computer. Jump has both a client-based and a clientless solution that connects a rep virtually to an unattended system on any network - securely. Security for Jump is controlled centrally through the Bomgar appliance in your datacenter. Everything on the screen of the unattended session is recorded and logged, so you have a complete audit trail. Jump is included in every concurrent Bomgar license, so you don't pay additional licensing fees. You can install Jump Clients on remote desktops without incurring additional licensing fees. New to Bomgar 10.6, support reps can centrally manage and report on all deployed Jump Clients, including a list of all Jump Clients, status and statistics for each one, and perform some administrative functions, such as editing a deployed Jump Client. Search capabilities have also been enhanced. Starting with Bomgar 11.1, representatives and administrators can deploy non-persistent Jump Clients that listen for connections, significantly increasing support for unattended systems. |
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Bomgar's MSI Installer enables administrators to automate the deployment of Bomgar remote desktop software clients to Windows systems using standard systems management applications for software distribution. Software clients include Bomgar Buttons, Jump Clients and the Rep Console. |
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Translate Bomgar into German, EU Spanish, Latin American Spanish, EU French, Italian, Dutch, EU Portuguese, Brazilian Portuguese, Japanese, and Simplified Chinese. Bomgar also supports international character sets for these languages. |
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Starting with Bomgar 11.1, support reps can view all monitors in a single view or each individual monitor with thumbnails of the adjacent screens. |
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Bomgar works on multiple platforms and devices on both sides of the remote support session. This means technicians can gain remote control of computers, servers and devices wherever they are, whatever operating system they're running.
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The tabbed support interface of Bomgar's Representative Console allows support technicians to run multiple remote support sessions at once. This means technicians can walk a remote client through a problem while installing software on one remote computer and waiting for another one to reboot. Bomgar's Multi-Session Supports helps technicians improve productivity, rather than watch blue bars move across the screen. The only limits are imposed by your bandwidth and your ability to multi-task. |
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View detailed statistics about your appliance network interface card (NIC) in the /appliance interface. View and verify transmission and reception statistics. |
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Portals > Bomgar lets your support center create custom Portals for each customer, group or product you support. With Portals, you can eliminate phone support and drive support requests to the web altogether. Portals contain multiple customizable elements: public sites, agreements and messages, customer client, exit surveys and customer downloads. With Bomgar, even IT outsourcers with multiple business customers can create a custom user experience for each customer. |
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Bomgar's Reboot/Reconnect feature lets the support rep pick up where the session left off after a reboot. By not having to initiate a new session, problems are fixed faster and the customer doesn't have to start the support process over again. Productivity increases because the support rep can place the user on hold and work on another session while the system reboots. Request Automatic Logon Credentials at Reboot This ensures uninterrupted support after a reboot without requiring the customer to be present. Additionally, this process ensures that the rep never has access to the user's credentials. This feature increases customer satisfaction, freeing the user to continue their work elsewhere while their system is being serviced. Reboot in Safe Mode with Networking |
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Allows reps to locally capture a screen shot of what is being viewed remotely. • Cross Platform |
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Invite any external vendor or expert into a support session. With Rep Invite, technicians can ask anyone to download the Bomgar Representative Console and join in the support session. After the session, the invited rep can remove the rep client or leave it installed for later use. |
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Scripts > With Bomgar, you can create, organize, and catalogue any number of pre-built scripts. This enables your support center to automate routine diagnostics, troubleshooting, and remediation. Scripts can also reference a file for more robust tasks such as installing software. This functionality works on Windows, Mac and Linux, and can be shared across teams to ensure that every rep is using best practices. Save Thousands of Support Hours This means that common troubleshooting tasks like checking IP configuration as well as repetitive tasks like installing a software upgrade are as simple as the click of a button. Scripts can save the support center thousands of hours, which would have been spent doing manual diagnosis and repair. |
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Bomgar partners and is integrated with leading service management and knowledge providers. Bomgar extends these service management solutions with on-demand remote support, secure chat, and survey capability. The seamless integration of service management and remote control significantly reduces incident response and resolution times, nearly eliminates on-site dispatches, increases first call resolution and improves quality of services and customer satisfaction.
Hewlett-Packard |
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Support technicians can enter Session Notes about each support session. These details can augment auditing data or help other technicians understand the context of the incident if it is transferred. |
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Bomgar retains flash Session Videos of support sessions, annotated with details from the support session. All recordings are stored on the Bomgar appliance in a raw format and are converted to FLV (Flash) when viewed or downloaded.In addition, you can export or store support session videos in external databases. You can provide a copy of the video recording to customers or add them as supplemental content to knowledgebase articles. The videos may also serve to augment the support organization's audit evidence |
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Shell Jump enables direct SSH and Telnet access to almost any system on your network. Enter the target system's address in the Jumpoint and troubleshoot from the command line. Technicians can even execute scripts to perform necessary functions. |
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SNMP > Beginning with Bomgar Base version 3.1.10, the Bomgar Appliance supports Simple Network Management Protocol (SNMP) monitoring for network, hard drive(s), memory, and CPU statistics. This feature is available to Enterprise customers, as of version 10.5. It enables users to monitor the Bomgar appliance using SNMP monitoring tools. Enterprise customers typically use system monitoring tools to gather information from network devices using SNMP. The read-only requests validate availability and general health and do not negatively impact the performance of the Bomgar appliance. Users can enable and disable SNMP access to the appliance. |
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Bomgar's Representative Console includes shortcuts to a number of Special Actions. Technicians can send actions, such as Ctrl+Alt+Del or Open Windows Explorer, to the remote computer by selecting the action from a drop-down menu. |
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Surveys > Bomgar's exit surveys average 20 to 50% response rates. Because the survey is immediate, the customer is more likely to complete it. You can use this immediate feedback to your advantage. If a customer leaves poor feedback, you can deal with the issue right away. Measuring customer feedback over time can also help your support organization retain customers or improve employee productivity. |
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The Bomgar appliance can track all administrative configuration changes via Syslog. You can export these logs from the Bomgar appliance and archive them in external databases. Because it stores session data internally, Bomgar makes it easier to validate the data integrity of your audit trail. One method of validating reporting integrity is through Syslog Reports. |
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Bomgar's System Information feature makes it possible for technicians to know some initial clues about what might be causing problems for the customer before beginning a remote support session. System Information quickly show technicians what devices, processes, events and programs are running on the remote desktop. |
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Bomgar's Teams feature enables administrators can group support representatives into teams, assign leadership within groups, define escalation paths and automate queues for support issues.
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Bomgar gives your support team the ability to train multiple attendees, demo functionality to a single user or troubleshoot an end-user's issues all from the same console. Bomgar's presentation feature allows technicians to schedule tutorial sessions with up to 15 attendees. The Bomgar rep can share his or her screen for application demos or training sessions. These sessions can even be recorded in Flash format for playback. Also, in the middle of a remote support session, a Bomgar rep can share his or her own screen with the remote customer - instead of viewing the customer's screen. Beginning with Bomgar 10.6, a presentation attendee may chat privately with the presenter. |
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Bomgar's enables administrators to create an unlimited number of User Accounts. Because Bomgar usage is based on Concurrent Licensing, all of your support reps can use Bomgar, but your support organization only pays for how many licenses you use at any one given time.
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The remote customer has the option of letting a support technician View or Control her computer. If the customer selects View, the technician can see the remote desktop and chat with the customer but will be unable to perform other actions. If the customer selects Control, the technician can work on the remote desktop as if it were a local system. The customer always retains overriding control of the computer and can exit the support session easily at any time. |
BMC
Enhance the capabilities of