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What's in the Bomgar Box™? (download product overview document)
The Bomgar Box™ is a unified platform for remote desktop access. Every Box contains Bomgar™ 10.0 for secure incident resolution. Give your IT help desk control of all your systems through one platform! Bomgar™ unifies attended and unattended remote desktop access, enables support for multiple platforms, and fits seamlessly within your help desk infrastructure.
Connect >
Connect to attended & unattended systems; Multi-platform remote control (Windows, Mac, Linux, Mobile)
Diagnose >
Diagnose incidents instantly; Chat before connecting; Queue clients to the right support rep
Troubleshoot >
Request full or application-specific remote desktop access; File transfer; Reboot and Reconnect
Record >
Video support incidents; Log session data; Download .cvs logs; Customize data with API reporting tool
Integrate >
Integrate with BMC Remedy; Non-disruptive appliance architecture; LDAP/RADIUS Authentication
Connect to Any Remote Computer
Multi-platform compatibility
Bomgar™ enables you to work seamlessly in a mixed environment or expand your client base. Your support representatives can run Windows™ or Linux. Your end-users – Windows™, Mac, Linux or Windows Mobile.
Don't be limited by your PC remote access software.
Learn more about:
• Remote PC access
• Remote access to Mac
• Remote access to Linux
• Remote support for Windows Mobile
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Remote desktop access to both attended and unattended systems
One Bomgar™ license gives you remote desktop access to unattended remote desktops via our patent pending Jump™ technology. Bomgar™ works through corporate firewalls and, in most instances, with no pre-installed remote desktop software on the client's machine.
Learn more about remote access to unattended systems |
Support for clients in multiple languages
Run Bomgar™ in English and in one or more additional languages. Bomgar's chat and file transfer interfaces support multi-language character sets. Current language options include Japanese, German, EU Spanish, and EU French.
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Pull system info
See system info at a glance at the beginning of your session. View a complete snapshot of the remote desktop's system information to speed time to diagnosis and issue resolution. System information includes:
• Device manager
• Running processes
• Security, system, and application events
• Startup programs, installed programs, and Windows updates
• IP usage, UDP usage, ICMP usage, IP information, and TCP usage
• Scheduled tasks
Support team queue
Group your help desk reps by specialty. Then route incoming support tickets to the appropriate support team. Assigning technical issues to help desk teams can ensure customers receive the support they need the first time.
Chat prior to connecting
Clients can chat with support reps even before beginning a remote desktop access session. No phone support is necessary.
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Multi-session remote desktop access
Multi-session control lets you gain remote desktop access to more than one remote desktop at once. Maintain your productivity by working on one system while another reboots or installs a program.
A simple tabbed interface aids in productivity and can help resolve problems associated with more than one remote desktop. Tools like file transfer and chat are context-specific for the currently selected tab. If an unselected tab requires the support rep's attention, an audio alert will sound and that tab will flash. You can also detach tabs to treat them as individual windows.
Application-specific view and control
Customers can grant help desk reps the right to view or control their entire system or only selected programs. During a view-only session, support reps can guide customers with a virtual pointer on the customer's screen. This facilitates communication between the rep and customer, enabling the rep to support more effectively without gaining full desktop access.
Reboot the end-user's desktop & reconnect automatically
Restart the remote desktop and reconnect automatically. When the remote desktop is a Windows™ system, the end-user does not need to be present to re-initiate the remote desktop connection or log you back in. If you are connected to a client without administrative rights, you can escalate Bomgar™ to have administrative rights to the end-user's PC.
When the remote desktop is a Linux or Mac system, Bomgar™ will reconnect the session once the end-user logs on again.
Presentation mode
Support reps can aid in training by using Presentation Mode. Simply select which applications to present and begin sharing your application with up to 15 attendees.
Reverse screen sharing
During a session, a support rep can show his or her screen to a client. This screen sharing "flip" reverses the connection to enable the customer to view/control the support rep's computer for training purposes.
Full-featured chat / Canned messages
Chat with clients and/or other logged in representatives. Chats are tied to specific remote control sessions and appear in the session-specific tab. Chats are recorded for future reference. Clients can chat with support reps even before beginning a remote desktop support session. Pre-scripted chat messages arm your help desk reps with accurate and time-saving responses to frequently asked questions. No phone support is necessary.
Command line interface
Offer support by gaining control of your client's command prompt. Command shells are recorded in Flash (.flv) format for later review from the reports page.
File transfer / File store
View and control the customer's file system to send, receive, open, or edit files using a few simple controls. If connectivity is lost during the transfer of files, the transfer can be resumed upon reconnecting to the session.
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Flash recording
Save Flash (.flv) recordings of remote desktop access sessions. Use session recording to train new support reps on best practices or keep the Flash (.flv) movies in your records for a detailed audit trail of your help desk activity.
Exit survey
Monitor customer satisfaction and feedback by asking your clients up to 10 questions at the close of the remote desktop connection. You can even require help desk representatives to complete an exit survey, marking whether support incidents are resolved or unresolved.
Logging & XML reporting
Bomgar's help desk support software automatically collects data about remote desktop access sessions. You can view and manage these session logs in the administrative interface. Download summary or detailed reports of all session activity into a .csv file, easily transferable to Excel. Run reports based on team, team members, or representative. View Flash (.flv) recordings of virtual command prompts.
Bomgar™ customers with enterprise licenses can use Bomgar's API extraction tool. View reports about remote desktop support sessions in XML format and integrate them with external applications and databases. This customizable XML reporting data can import into your ticketing systems.
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BMC® Remedy® Service Desk Integration
Easily integrate Bomgar™ with your BMC® Remedy® Service Desk ticketing system for issue tracking. The solution value of Bomgar's help desk support software consists in giving you on-demand desktop access to PC, Mac, Linux and Windows Mobile™ over the internet. Its simple connection process lets you gain remote desktop access instantly, making the process of help desk support fast and simple for everyone involved.
Key Features and Benefits
• Begin a remote desktop support session from within the Service Desk application.
• View Bomgar™ session logs from within the Service Desk application.
• Measure the performance and effectiveness of the Service Desk by customizing reports. |
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LDAP and RADIUS integration
LDAP and RADIUS integration simplifies the task of user account administration. Centrally manage your help desk representatives or support teams in Active Directory or other LDAP directories.
Security providers
Cluster security providers for failover or load balancing. Drag and drop security providers for easier prioritization.
User identification and authentication
Differentiate administrators from help desk representatives and set various parameters for representative passwords. These include password complexity, failed password lockout, password expiration, and idle user timeout. You can even determine the features and level of privileges allowed to individual reps.
Group policies and queues
Group your help desk representatives into support teams according to specialization or skill. Determine what priviledges they have on the Bomgar Box™. Then create support queues for efficient session viewing and management. This ensures that your customers reach the right representatives and that help desk reps using PC remote control software find sessions easy to manage.
Customizable public template and client interface
Bomgar™ enables your customers to request support from a web page. This web page is housed on the Bomgar Box™. You can customize it for integration with the rest of your site.
You can also brand Bomgar's client-side interface.
• Brand the chat window and presentation client with your own logo or banner
• Opt to display a fully customizable pre-session agreement at the beginning of each remote desktop access session
• Modify and display a queue alert, which customers will see while they are waiting on a support rep to take them off the queue
• Schedule a remote desktop access session to be dropped or redirected to another page after a set amount of time, or opt to display an "orphaned session" alert after a customer waits in the queue too long. ("Orphaned session" is set to drop at 2 minutes by default.)
• Bomgar™ automatically uninstalls from your client's remote desktop at the end of the support session. The uninstall message is customizable via the admin interface
• Allow your customers to download their complete chat transcript and/or a Flash (.flv) recording of your support session with them.
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