by Vicki Brown published

Customers have Bomgar Buttoned Up

Seems these days that everybody wants an easy button, for just about everything! And it reminds me of a saying I heard in my childhood, “The right way is not always easy & the easy way is not always right.” However, the Bomgar Button proves this statement wrong because now the right way is the easy way. In fact, the Bomgar Button allows folks to start a session & put themselves in a support queue – how easy is that??

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by Liz Shulof published

Head Back to School with Bomgar University

We’re excited to announce our brand new Bomgar University training program! Bomgar University will equip your team with the technical knowledge and best practices they need to maximize the ROI of your Bomgar solutions. Offered both on-demand and on-site, the courses are designed for administrators, representatives and support resources that use Bomgar in their day-to-day job. Each course is packed with tips, tricks and best practices and includes detailed customer use cases, which highlight the people, processes and functionality that can be leveraged to gain the maximum benefit.

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by Liz Shulof published

Support features for the iPhone and iPad now available

iPhone and iPad Remote Support with Bomgar

Today, we announced version 10.5.2 of the Bomgar Appliance, which includes new support features for devices built on the iOS platform, including the iPhone, iPad and iPod touch. This update allows Bomgar administrators to create and distribute configuration profiles for iOS devices, making it easy for users to configure their iPhone or iPad to “play nice” within their company’s environment. Apple iOS Configuration Profiles can contain device security policies, VPN configuration information, Wi-Fi settings, Exchange account settings, mail settings, and certificates that permit iOS users to work with a variety of systems. Running a configuration profile is just like installing an App – all it takes is a few clicks! Here’s a quick video demonstration that shows how easy they are to run:

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by Sandra Hanna published

What Makes Bomgar Secure?

Remote access and control technologies can have a powerful influence on productivity and efficiency, but they can also have a potentially destructive impact. In it’s 2008 Data Breach Investigations Report, the Verizon Business Risk Team named “remote access and control” the most common attack pathway used by hackers: “In over 40 percent of the breaches investigated during this study, an attacker gained unauthorized access to the victim via one of the many types of remote access and control software.”

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by Liz Richardson published

Bomgar at HDI 2010

Once again, Bomgar headed out this month to the annual HDI Conference & Expo - this time in Orlando! HDI (Help Desk Institute) boasts the largest membership of IT Service and Technical Support individuals, with over 7,500 members worldwide. Their annual conference draws about 2,000 IT professionals, and we at Bomgar always enjoy being a part of the fun!

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by Justin Brock published

Video: Using an iPhone to deploy Jump Clients

Video: Using an iPhone to deploy Jump Clients

Here's a video on how to deploy Bomgar Jump Clients from your iPhone from one of our engineers. Jump Clients enable you to access unattended remote computers.

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by Sandra Hanna published

Why use Jump Client vs Jumpoint?

Jump Technology is Bomgar’s solution for supporting unattended computers and servers. It offers two modes of unattended access: Jumpoints and Jump Clients. This post is intended to clarify the difference between the two. The Bomgar Jump Client gives your support reps the ability to access unattended Windows, Mac and Linux computers. Jump Clients can be mass deployed, or deployed while you are in a session. Once installed, Jump Clients allow you to access the remote computers wherever they are.

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by Vicki Brown published

So How do Bomgar Customers Use Jumpoint & Jump Client?

When Sandra’s blog hit last week, my first thought was – how do Bomgar customers typically use Jumpoint & Jump Client? So I emailed a few customers & got some interesting responses. Some mentioned that they always wanted a better description of the differences, so….Bravo Sandra.

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by Nathan McNeill published

Another 10.5 Hint

One of the great things about Bomgar is that it gives the service desk a single console that supports a variety of customer’s platforms. We know that the support process doesn’t allow for a lot of monkeying around with several products supporting the same user. It’s for this same reason that we introduced Windows Mobile support several years ago and BlackBerry support over a year ago. That way, no matter what the user has a problem with, you can support it using Bomgar. We like it when decision trees have just one branch.

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by Sandra Hanna published

Equilibrium - Use it to Reduce Customer Wait Time

Using manual methods to balance the representative’s chat sessions takes time and resources, and it usually doesn’t work that well. There are just too many variables to achieve any real efficiency from manually load balancing. To make your Support Team efficient and reduce customer wait times, Bomgar developed an automated balancing solution called Equilibrium. Equilibrium is available with a Bomgar Enterprise License beginning with version 10.4. With Equilibrium, you can manage your Support Team’s efficiencies by automating the load balance of chat sessions and ensuring everyone’s workload is evenly distributed, or at least the chat workload. Equilibrium also allows you to understand your customer’s wait time within a certain team.

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