Bomgar Features

With Bomgar, you'll replace legacy remote access tools with a complete solution designed for the needs of security-conscious support organizations. Bomgar enables support representatives to access, diagnose, control and fix remote computers and mobile devices. Highlighted features are below.

Capacity and Compatibility

LICENSING & PLATFORMS What it does

Appliance

Bomgar Appliance
The Bomgar Box keeps data from your company and customers centrally managed behind your firewall. Deployments range from a single appliance for SMBs to a load-balanced multi-appliance architecture capable of supporting global teams of up to 10,000 reps. Appliance Comparison B200
B300
B400
Virtual
FIPS

Platform Support

Support Rep Customer Client
Desktop
Mobile

Citrix XenDesktop 5+ and VMware View 5+
Desktop
Mobile

Citrix XenDesktop 5+ and VMware View 5+

Concurrent Licenses

Bomgar's concurrent licensing model is based on simultaneous representative usage. Support organizations only need licenses for the number of reps who will be logged into the Representative Console at one time. Most companies assume a 30-50% concurrency. Concurrent Licensing 2-10,000 licenses

Support Rep Features

Support Toolset

Annotations

Annotations let you mark up and highlight the end-user’s screen even if full remote control is not enabled. Simply draw on the screen to provide visual cues or to highlight areas as needed.

Application Sharing

Limit screen sharing and remote control to specific applications. Allow reps to control which applications they share in presentations, and let customers control which applications you see.

Bomgar Button

With the Bomgar Button, you can place a shortcut on the remote desktop or smartphone and say, “Click this icon when you need remote support.”

Collaborative Browser Sharing

Use Collaborative Browser Sharing to support website visitors. Co-browse, chat, push URLs and make screen annotations during screen sharing sessions with website visitors.

Command Shell

Access the command line for network troubleshooting, system diagnosis or supporting a network device.

File Transfer

Transfer files between remote computers, tablets or smartphones during remote support sessions using Bomgar's built-in File Transfer.

Jump Clients (Remote Access)

Access remote desktops, laptops, POS systems, kiosks and servers, even if no one is present to give you control.

Mobile Representative Consoles

Use an Android device, iPad, iPhone or iPod touch to support remote desktops, servers and mobile devices.

Presentation

Built-in Presentation capabilities let you do online training with the same tool you use for remote support. Present your screen to multiple attendees.

Reboot

Reboot the remote desktop without losing your connection to the support session. Reboot into safe mode with networking and request automatic logon credentials at reboot.

Registry Editor

Access the remote registry editor on Windows computers without interrupting the remote customer. Works without screen sharing.

Screen Sharing

See your customer's screen and fully interact with the remote computer as if it were on your desk.

Scripts

Use scripts to run patches or apps on remote desktops and servers. Select the appropriate script from a list and run it through our command line interface.

Show My Screen

Use Show My Screen to let a customer view your entire screen or certain applications. Shift back and forth between remote support and presentation without disconnecting from the user.

System Information

Kill processes; start, stop, pause, resume, and restart services; and uninstall programs on remote PCs or devices.

System Administration

Embedded Remote App Support

Embedded Remote App Support is a SDK for apps running on Apple iOS (iPad, iPhone, iPod touch) or Android devices. Embed Bomgar remote support and screen sharing in your Android/iOS app.

Intel vPro

Remotely Resolve Issues below the Operating System Using Intel vPro Technology

Jump Clients (Remote Access)

Access remote desktops, laptops, POS systems, kiosks and servers, even if no one is present to give you control.

Jump Zone Proxy (Isolated LAN)

Give off-network support technicians remote access to systems on isolated networks.

Jumpoint

Jumpoint enables remote access to Windows desktops and servers on remote networks. No pre-installed client is required.

Remote Desktop Protocol (RDP)

Integrating RDP brings Bomgar’s streamlined connection process to RDP - which makes connecting to Windows systems on remote network both easier and more secure!

Shell Jump (SSH/Telnet)

Shell Jump gives technicians remote access to SSH-enabled or Telnet-enabled network devices, showing the command line feature on the remote system.

Chat and Collaboration

Access Sponsor

With Access Sponsor, remote support technicians with restricted permissions can ask more highly privileged reps to elevate their rights or enter credentials on a remote desktop.

Chat Support

Add secure, branded chat support to your website. Easily escalate from a chat support session to remote control.

Collaboration and Escalation

Make support more responsive with integrated collaboration and clear escalation paths.

Embassy (Vendor Access)

Manage vendor remote access to your corporate network with Bomgar's Embassy feature.

Equilibrium

Automatically distribute incoming support requests to the right representative, support group or vendor.

Intelligent Collaboration

Broadcast a remote assistance request to other reps. Bomgar routes the request to an expert with the skills needed to resolve the issue.

Rep Invite

Invite outside experts and vendors into a remote support session without compromising security.

Administrator Features

Security

Application Sharing

Limit screen sharing and remote control to specific applications. Allow reps to control which applications they share in presentations, and let customers control which applications you see.

Identity Management

Use LDAP and Active Directory to create Bomgar users, RADIUS for multi-factor authentication and Kerberos for single sign-on.

Jump Zone Proxy (Isolated LAN)

Give off-network support technicians remote access to systems on isolated networks.

Reports

Bomgar logs every remote support session and chat interaction, enabling you to run granular reports on help desk activity.

Session Policies

Support session policies let you change the permissions allowed in a remote support session based on the support portal the customer came through or even the specific endpoint being supported.

Session Recording

Record videos of each remote support session.

Shell Jump (SSH/Telnet)

Shell Jump gives technicians remote access to SSH-enabled or Telnet-enabled network devices, showing the command line feature on the remote system.

Smart Card Support (CAC)

Pass smart card credentials to remote computers.

Support Portals

Atlas Cluster Technology

Set up multiple Bomgar Appliances in geographic clusters for regional load balancing between support teams.

Bomgar Button

With the Bomgar Button, you can place a shortcut on the remote desktop or smartphone and say, “Click this icon when you need remote support.”

Chat Support

Add secure, branded chat support to your website. Easily escalate from a chat support session to remote control.

Collaborative Browser Sharing

Use Collaborative Browser Sharing to support website visitors. Co-browse, chat, push URLs and make screen annotations during screen sharing sessions with website visitors.

Customer Client

Chat with customers through a secure, customizable chat window during both support and training sessions.

Language Support

In addition to English, Bomgar supports Chinese, Dutch, French, German, Italian, Japanese, Portuguese, Spanish and Turkish.

Support Portals

Create multiple custom portals support groups and channels.

Surveys

Use exit surveys to collect immediate feedback on remote support sessions.

User Management

Access Sponsor

With Access Sponsor, remote support technicians with restricted permissions can ask more highly privileged reps to elevate their rights or enter credentials on a remote desktop.

Collaboration and Escalation

Make support more responsive with integrated collaboration and clear escalation paths.

Dashboard

Dashboard lets you monitor ongoing support sessions, take over sessions, or transfer them to another rep.

Embassy (Vendor Access)

Manage vendor remote access to your corporate network with Bomgar's Embassy feature.

Equilibrium

Automatically distribute incoming support requests to the right representative, support group or vendor.

Identity Management

Use LDAP and Active Directory to create Bomgar users, RADIUS for multi-factor authentication and Kerberos for single sign-on.

Integrations

Autotask

Launch remote support directly from an Autotask ticket and chat securely with customers.

BMC Software

Bomgar offers integrated remote support and secure web-based chat support for BMC Remedy, BMC Remedyforce, BMC Footprints and BMC Service Desk Express.

Cherwell Service Management

With Bomgar, Cherwell Service Management enables service desk technicians and customers to launch a secure remote support session directly from any module in Cherwell Service Management or the self-service portal.

Custom Integrations (API)

From tying remote support sessions to your helpdesk tickets to associating session recordings to call recordings, you have all the tools you need at your fingertips to create custom integrations that work for your support organization.

Dell KACE

Support and IT organizations using the Dell KACE K1000 Management Appliance can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

Hornbill Supportworks

Bomgar's integration with Hornbill allows a support representative to launch a secure remote support session directly from a ticket and immediately begin diagnosing and resolving a problem, increasing first call resolution rates, shortening call times, and eliminating on-site visits.

HP Service Manager

Technicians can launch a remote support session from the interaction or incident record in HP Service Manager. And session details, such as chat transcripts and notes, are appended to the incident when the remote support session ends.

Microsoft Dynamics CRM

Launch remote support directly from a case in Microsoft Dynamics CRM and chat securely with customers.

Salesforce.com

Bomgar's integration with Salesforce.com allows a support representative to launch a secure remote support session directly from the case detail screen and immediately begin diagnosing and resolving a problem, increasing first call resolution rates, shortening call times, and eliminating on-site visits.

ServiceNow

Bomgar's integration with ServiceNow allows a support representative to launch a secure remote support session directly from a ticket and immediately begin diagnosing and resolving a problem, increasing first call resolution rates, shortening call times, and eliminating on-site visits.

SunView ChangeGear

Add remote desktop control and secure chat support to the SunView ChangeGear service catalogue.

TOPdesk IT Service Management

Integrating Bomgar with TOPdesk ITSM increases the effectiveness of your technicians by empowering them with multi-platform remote desktop control and secure chat capabilities.