Using Bomgar For Mac Support
Challenges of Supporting Macs Remotely
Only a few years ago, Mac could safely be described as a niche OS. It may have had pockets of heavy use, primarily in education and in creative departments - but from IT's perspective, it was an also-ran. However, the recent explosive growth of the Macbook and strong sales across Apple's other OS X platforms means that support cannot afford to ignore Mac any longer. Learn More 
Remote Mac Support with Bomgar
Bomgar has supported Mac OS X for three years ... even before it was popular. And unlike some remote support solutions that stop with basic Mac support, Bomgar offers largely the same functionality for Mac as it does for Windows. Bomgar's appliance-based deployment model ensures that sensitive customer or user data stays securely within your company's control, and a web-enabled architecture means that you can support any Mac user anywhere without any configuration.
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Web-Enabled Linux Remote Support Bomgar works seamlessly through corporate firewalls without requiring a VPN or other configuration. Additionally, Bomgar sessions can be initiated in seconds without requiring pre-installed software. This means that you can be on the screen in seconds, even if this is your first time to connect to a Macbook Pro at a WiFi hotspot across the world. |
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Cross-Platform Support Bomgar enables the support rep to handle multiple sessions within a tabbed interface. This means that while connected to an iMac at a user's desk, the technician can also connect to a Windows laptop across the world and figure out why the two systems can't exchange data. Additionally, Bomgar supports multiple Linux distributions, Windows Mobile, and Blackberry, so you can connect and support no matter what the operating system. |
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Scripts & Tools 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 Mac as well as other platforms and can be shared across teams to ensure that every rep is using best-practices. In addition to scripts, Bomgar offers numerous shortcuts and tools (such as file transfer, reboot, system info, and command line) that speed and automate the process of Mac support. |
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Escalation & Integration Bomgar's centralized, appliance-based model enables you to integrate Bomgar securely into your internal systems and integrate Mac support into your larger support systems and processes. Bomgar offers pre-built connectors to service desk management platforms from HP and BMC as well as a robust API and software development kit. Using these integration tools, you can keep all of your incident data in one place by associating Bomgar sessions with your incident IDs. If a session needs to be escalated, the Bomgar rep can transfer or share the session with another rep or another team, enabling reps from all over the company to be on the same screen as the problem. |
