Easily Managable Remote Desktop Connection

Customization

Support site branding
The support site HTML is editable via the administrative interface, enabling you to brand your support page.

Session initiation options
Administrators can customize the support portal to allow a remote desktop connection to be initiated via any or all of the following methods:

• Incident submission, which places the customer in the appropriate queue
• Selecting a support rep by name from a list on the support page
• Entering a unique session key

Customizable customer client

• 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 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 an inactive remote desktop connection 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 sessions are set to drop at two minutes by default.)
• The uninstall message shown at the end of a remote desktop access session is customizable via the admin interface.

Post-session options
Allow your customers to download their complete chat transcript and/or a Flash (.flv) recording of your support interaction with them.

User Management

Unlimited user accounts
Create an unlimited number of representative accounts for Bomgar™. Because Bomgar™ licenses are based on concurrent usage, individual representatives are welcome to share remote desktop access licenses, but only one representative can use a shared license at a time.

File transfer management
Limit representative file transfer rights to upload or download and restrict file transfer access to specific directories on the rep's or customer's computer.

Jump management
Configure viewable Jump client statistics and remote console locking. Add custom text to Jump clients for easier recognition.

Service stats
Record the number of computers serviced by each representative.

Canned messages
Create pre-built chat messages for efficient and accurate responses to frequent questions. Messages can be organized into categories so that support teams can access messages specific to their needs.

Pushed session queueing
Allow orphaned "pushed" sessions to fall into the general queue, or disallow to automatically end the session. Note: This feature is not available when supporting Mac, Linux, or Pocket PC clients.

Exit survey
Find out what your customers think of your support services or get feedback from reps

• Monitor customer satisfaction and feedback using a completely customizable exit survey. Ask your clients up to 10 questions at the close of their remote desktop connection.
• Require support representatives to complete an exit survey, marking whether issues are resolved or unresolved.

Record chat sessions
Record all text transmitted through the chat feature.

Logging and Reporting
Bomgar™ remote control software collects support session data automatically. 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 remote command shells.

Flash (.flv) Session Recording
Use recordings of remote control and presentation sessions to train new support reps on best practices or to keep records of how to resolve specific incidents.

User identification and authentication
Differentiate administrators from representatives. You can also 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 control allowed to individual reps.

Session keys
Prevent unknown clients from connecting to reps by requiring clients to connect using randomly generated, single-use session keys.

Automatic backup scheduling
Using an API, schedule automatic appliance backups to ensure your settings are safe in the event of technical difficulties. Backups can be password-protected via the administrative interface to prevent unauthorized access.