by Elizabeth Hulsey published

What Support Ticket Do You Dread Seeing The Most?

Halloween is just one week away, so in light of all things spooky, we asked customers from our Bomgar Insider program to share their worst nightmares when it comes to support tickets. Forget the jack-o-lanterns, spiders, or candy bowls with creepy mummy hands – tickets like these are what keep our IT folks screaming!

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by Boatner Blankenstein published

Remote iPhone/iPad Screen Sharing with Mac OS X Yosemite and iOS 8

For a long time, support organizations have desired full screen sharing with remote iPads and iPhones. But because of restrictions in iOS, remote screen sharing has not been possible. But with iOS 8 and Mac OS X Yosemite, there’s a way to do a Bomgar remote support session where you actually see the "live" screen of iOS devices!

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by Elizabeth Hulsey published

Bomgar Tip: Increasing Efficiency with Canned Messages

Bomgar Tip: Increasing Efficiency with Canned Messages

In our latest installment of the Tips and Tricks Series, we take a look at increasing efficiency by using Bomgar’s canned messages. Using canned messages can decrease response time and help to standardize communication between representatives and customers.

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by Sophie Brown published

Customer Spotlight – Bomgar: Better than being there

This month’s Customer Spotlight blog post is written by D. SKye Hodges. SKye first worked at Novell supporting IP Protocol applications for 7 years, and has spent the last 9 years working on the Business Operations team for Services [made up of Customer Support, Training, and Consulting departments]. SKye is the “go to guy” for services issues that affect such systems as Bomgar, Telephony, CRM, and skeleton retrieval (vague knowledge of systems that have collected so much dust no one knows where they are without following LAN cables back to the source). SKye’s team at The Attachmate Group sometimes refers to him as “the computer whisperer” because he’s great at solving problems that no one else can solve, sometimes without even knowing about the “how or why” of it, simply referring to it as “Computer Voodoo”.

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by LRichardson published

The Best End User One-Liners Shared By IT Support Pros

We know it’s true: IT support professionals have a love/hate relationship with their end-users. On one hand, less than savvy users are steady job security. And support pros know we can’t all be experts in this vast and fast-paced field. So, patience and understanding abound. On the other hand, end-users can be frustrating and astoundingly oblivious when it comes to technology. Some days, that usually patient pro may feel like end-users are the bane of his existence, the dark cloud in his otherwise bright sky, or similar to a zombie infestation that will not die.

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by LRichardson published

5 IT Certifications That Make a Big Impact for Support Professionals

In the world of technology support professionals, few things hold as much clout on a resume as certifications. These courses often bring you the specialization that makes you stand out from the competition when it comes to landing a job. And in a field that requires an expansive range of knowledge with an ever-increasing scope of expertise, they are the often the perfect way to keep up in the fast-paced world of technology.

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by Sophie Brown published

Customer Spotlight: How Redner’s Markets kept serving customers during a massive system failure

When 75% of your customers use electronic payment to check out and the system goes down due to network failure, there are big problems. This results in irate customers, and in some cases, customers walking away from their orders due to a lack of another method of payment.

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by Bryan Hood published

Attack from the Inside or Out: Small Security Steps can Stop Big Breaches

Today's news is again rife with data breaches; namely at UPS (possibly linked to the Backoff malware, which my colleague blogged about here), and Community Health Systems (which may be linked to the Heartbleed flaw). A continuing theme across these breaches is that a relatively small, seemingly mundane action such as requiring two-factor authentication for remote access or applying a security update could have stopped attackers.

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by Elizabeth Hulsey published

Bomgar Care Network Volunteers at Abba House

Friday, the Bomgar Care Network extended their helping hands to the Abba House thrift store in Dawsonville, Georgia. About 30 Bomgar employees based in the Atlanta area spent an afternoon sorting through donations and organizing and cleaning the store. From moving furniture and color-coding clothes, to dusting and putting books on shelves, the orange-clad Bomgar team served in whatever capacity needed for the day. In addition, Bomgar raised $1,725 to donate to the organization, which will cover just over 10% of their operational costs/scholarships for 3 months.

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by Boatner Blankenstein published

Backoff Malware – Time to Step up Remote Access Security

Another day, another security breach. Today, it’s a number of breaches that may or may not tie together, but all seem to have one thing in common: poor remote access security. Most notably, the US Department of Homeland Security has issued an advisory regarding the “Backoff Point-of-Sale Malware,” which has been associated with several PoS data breach investigations.

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