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. For a complete list, view the license comparison.

Capacity and Compatibility

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LICENSING & PLATFORMS

What it does

Standard License

Enterprise License

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

2-20 licenses

2-10,000 licenses

Support Rep Features

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Support Toolset	Standard	Enterprise
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.
Screen Sharing See your customer's screen and fully interact with the remote system 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 See what devices, processes, events and programs are running on the remote desktop or device.

System Administration	Standard	Enterprise
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.
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	Standard	Enterprise
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.
Embassy (Vendor Access) Manage vendor remote access to your corporate network with Bomgar's Embassy feature.
Equilibrium Equilibrium allows you to automatically distribute incoming support requests within the general queue or within a team queue.
Intelligent Collaboration Broadcast a help request to expert reps who can help you resolve the issue you're seeing.
Rep Invite Invite outside experts and vendors into a remote support session without compromising security.
Transfer and Escalation Make support more responsive with integrated collaboration and clear escalation paths.

Administrator Features

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Security	Standard	Enterprise
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 Integration 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 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 Pass smart card credentials to remote desktops.

Support Portals	Standard	Enterprise
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	Standard	Enterprise
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.
Dashboard Dashboard lets you oversee support teams, transfer or take over support sessions and monitor reps' remote desktops.
Embassy (Vendor Access) Manage vendor remote access to your corporate network with Bomgar's Embassy feature.
Equilibrium Equilibrium allows you to automatically distribute incoming support requests within the general queue or within a team queue.
Identity Management Integration Use LDAP and Active Directory to create Bomgar users, RADIUS for multi-factor authentication and Kerberos for single sign-on.
Transfer and Escalation Make support more responsive with integrated collaboration and clear escalation paths.

Integrations	Standard	Enterprise
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 Managment 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 lauch 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.
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.
Spiceworks The Spiceworks Help Desk gets better with the Bomgar plugin! Launch a remote support session directly from a help desk ticket, and automatically update the ticket with session details.

Bomgar Features

Support Toolset

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