by Robert Minnaugh published

Optimizing Your Support with Bomgar Analytics

Bomgar Analytics

There’s an old adage that what you can’t measure you can’t improve. Not sure if I believe that one completely as there’s certainly room for intuition and experience when confronted with the absence of hard metrics. Still, it couldn’t hurt to have some really cool support performance analytics at your fingertips, could it? Not only could these analytics guide your day-to-day operations but they could even help you increase visibility in support performance, guiding future strategies. In fact, it’s already happening…

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by Tal Guest published

The Bomgar API and Outbound Events

Back in my IT admin days, when I would see a product advertise their API for integrations I used to think, “Great…In order to use it I’ll just need to relearn C++ or VB and boom that’s it. Yeah right!” Then I’d go on with my daily administration of Exchange, AD, figuring how and when to push out the next desktop patches, or helping my network guy figure out that pesky SAP connection issue. The point is I didn’t have the time to sharpen up my programming skills in order to figure out how to use a vendor’s complicated API. And although I did have an application development team in my department, they were always tied up with a crazy workload. Also, I just didn’t have the confidence to correctly articulate what was possible with the API.

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by Elizabeth Hulsey published

ServiceNow + Bomgar = Increased Service Desk Efficiency

As you may have seen, this week Bomgar and Fruition Partners announced a new integration between Bomgar’s remote support solution and SaaS for IT service management from ServiceNow! Instead of just listing the features and benefits, we conducted a Q&A session with Boatner Blankenstein, director of solutions engineering, Bomgar, and Shane Brazeal, developer, Fruition Partners, about the new integration.

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by Donald Hasson published

Five Problems You Never Knew Bomgar Solved

Whether you're competing for IT business or making efforts to drive down cost, constantly improving productivity while maintaining a highly secure environment is crucial. To meet these demands, Bomgar accelerates you beyond traditional screen sharing tools. Here are five real-world problems you may not have known Bomgar can solve for you all wrapped inside a single, ultra robust, ultra secure platform.

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by Elizabeth Hulsey published

Bomgar Builds on Success in EMEA

This morning, the Bomgar team is at the Service Desk & IT Support Show in London where we’ve got some exciting news to share! We are pleased to announce the opening of our new office in High Wycombe, United Kingdom, which will serve as our EMEA Headquarters. As part of our global expansion strategy, this office will function as a regional hub to better support our 1,000+ international customers and help lay a foundation for growth across the EMEA region.

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by Robert Minnaugh published

iPad Rep Console Demo at HDI

Bomgar iPad Rep Console Launchpad Session - HDI 2011

For those of you who are looking forward to the release of our iPad Rep Console, I thought you may enjoy a sneak peek into more of its features. Last week at HDI, I gave a Launchpad session on the solution, which you can watch in the video below.

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by Justin Brock published

New Documentation Site for Bomgar

The Technical Communications team at Bomgar has been working not only to thoroughly document our product, but also to make that content easier to find and use. And so we are happy to announce the launch and availability of our new documentation website, http://www.bomgar.com/docs/. This section of our site contains all the publically available Bomgar documentatation that was previously only provided in pdf format. Here are some features of the new site.

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by Tal Guest published

Introducing the First Collaborative Remote Support App

The iPad (and now the iPad 2) has been a source of multiple conversations in our Community as well as here at Bomgar. While the idea of a flashy Bomgar app for the iPad has always been enticing, we didn’t want to simply throw out another tidbit of technology that didn’t really allow our users to do much more than basic remote access. Since Bomgar is a feature-rich solution that gives our customers a depth of support tools and functionality that far outweighs the competition, we didn’t want to offer anything less when it came to remote support from the iPad.

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by Phil Ethridge published

Shell Jump

I’m sure you’re very well aware of the operating systems and mobile device platforms that Bomgar supports. But did you also know that Bomgar has built-in SSH and Telnet capabilities as well? Maybe you spend the majority of your time supporting Windows or Mac users, but what about those occasions when you need to just jump into a headless Linux server to view a system log or change permissions on a folder on the file server? Perhaps you need to access a Mac but you don’t want to bother the user who’s logged into it. Or maybe you prefer the speed and simplicity of the command line.

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by LRichardson published

More 10.6 How-Tos

Auditable Dashboard Monitoring - Bomgar 10.6 for Remote Support

We’ve had a whirlwind of events already this year with two contests, our Open Letter to the Makers of Mobile, the announcement of a customer advocacy program and more. We didn’t have enough time in the Community to talk in depth about everything that’s new and useful in the Bomgar 10.6 release, so I want to take a moment to highlight a few more features that will enhance your help desk quality and efficiency. Check out the videos below for a succinct, step-by-step guide to finding and configuring these new features. (As a side note, our Dev team had some literary fun while creating these videos. See how many famous authors’ names you can recognize in the examples.)

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