Remote Control
~Jump™ Technology for Unattended Remote Computer Access
• Push a remote desktop support session to any Windows machine in your LAN
• Push a remote desktop support session to any Windows machine within a remote network that has a Jumpoint™ configured
• Provide support to unattended Windows, Mac, or Linux computers outside of a network you control with the Jump™ client
Multi-Session Support
A tabbed support interface simplifies management of multiple simultaneous support sessions.
Special Actions
Access the Registry Editor and Event Viewer from the special actions menu in the representative client. View all Control Panel options in a fly-out menu.
~Run as Administrator
• Reboot/Auto-Reconnect: PC remote control session automatically reconnects after a reboot without customer intervention. Note: Automatic reconnect after reboot not functional in Mac or Linux.
• Log On/Off: Log on and off between user accounts on the remote computer.
System Info
View a complete snapshot of the remote computer'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
File Transfer
Request access to a customer's file system to send, receive, open, or edit remote files using a few simple controls.
^~Resume File Transfer
If connectivity is lost during the transfer of files, the transfer can be resumed upon reconnecting to the session.
*^~Session Rewind
Set a Windows restore point via the Special Keys drop-down once screen sharing is established, allowing you to erase changes made after a certain point. Note: Not available for Windows Vista.
^~Multi-Monitor Support
View the user's entire desktop, even if that includes multiple monitors in multiple configurations. Only one display at a time can be viewed.
*^~Safe Mode
Access remote computers even when only the minimum drivers are running. In addition, you can reboot the remote PC and have the customer reconnect into Safe Mode.
Remote Command Shell
Run command prompts on the remote computer via a virtual command line interface to increase the speed of remote troubleshooting. This information is logged in session reports.
Customer Interaction
Ultra-Small Download
The customer and rep can start a remote desktop connection in about 10 seconds. Bomgar's remote client download is only about 500K, making it fast even over dial-up.
*^~Reverse Screen Sharing
During a PC remote control session, "flip" the remote desktop connection to enable the customer to view your screen for training purposes, and grant mouse and keyboard control of your computer to the customer.
Customer Downloads
After you resolve your clients' problems, they can download a copy of their chat transcript and a Flash (.flv) recording of their remote desktop support session. If the issue arises again, they may not need to call you.
*~Virtual Pointer
Display a pointer on the remote customer's screen during a view-only session.
*^~Presentation Mode
Perform training sessions by showing your screen to up to 15 participants.
Full-Featured Chat
Clients can chat with help desk reps before and during a remote desktop support session. To make communication more efficient, you can create pre-built responses to frequent questions.
International Character Sets
Bomgar™ chat and file transfer interfaces are compatible with multi-language character sets, enabling international remote desktop support reps and clients to communicate more effectively.
Multi-Language Compatibility
Run remote computer access sessions in English and in two or more additional languages. Current language options include Japanese, German, EU Spanish, and EU French.
Session Queues
Assign technical issues to your help desk teams to ensure customers receive the right help desk rep the first time.
Session Sharing & Transfer
If you think another rep could better handle a session, you can share the remote desktop support session or transfer it to another help desk rep or team.
Session Notes
Reps can add more detail to session reports by marking issues as unresolved or resolved and by notating other details about their interactions with clients.
BMC Remedy Integration
Integrate Bomgar™ with your BMC Remedy™ ticketing solution. Start remote desktop support sessions from within BMC Remedy™, pull session data into the solution, and create searchable fields for custom reporting.
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