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

Support teams
Group your support representatives into support teams according to specialization or skill

Session queues
Create support queues for efficient session viewing and computer remote access, ensuring that your customers reach the right representatives and ensuring that remote support sessions are easy to manage for support reps.

Network-specific rules
• Apply specific rules and privileges to support reps according to the network from which they connect to the appliance.
• Monitor and direct incoming help desk traffic according to IP address range.

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

License monitoring
Configure the appliance to send you an email when more than a specified number of licenses are in use, enabling you to ensure that your support reps achieve maximum performance.

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 computer remote access session. Note: This feature is not available when supporting Mac, Linux, or Windows Mobile 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 support session.
• 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™ secure remote desktop control software collects support session data automatically. You can view and manage these session logs in the help desk management 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.

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.

Message broadcast
Broadcast messages to all logged-in reps via the administrative interface to keep reps up to date with crucial data.

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

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.

Team Communication Management
Turn the general queue on or off so that representatives can communicate with all representatives or only with other representatives on their teams.