Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
Within a specific session you can also do that as well so, for example, if you were in a session with two support reps supporting a single end user's PC, you can chat with the end user and you can chat with the reps specifically in there. And, which tab you're on, whether you're in a session or on the queues tab, will determine who you can chat with and what you can do.

We also - the "What's This" feature, the question mark, enables you to click that and then click anything in the rep interface and it will give you a description of what that feature and function does. Another feature you can do at the top right is the share and transfer a session. The Bomgar Box™ has the ability, perhaps if your tech support team is split into Tier I, Tier II, Tier IIII support, first level support could share the screen of an end user with a second level tech support rep maybe to get their insight and say, "Hey, do you have some ideas on what I could possibly do?" Or, they could transfer the session altogether to escalate that through the process.

Last feature in this list of five I want to cover - or, let me cover auto-reconnect. Bomgar™ does support the functionality that if you just click start, shut down, and reboot or remote machine it'll automatically reconnect at the end of the session. It does not require any user intervention on the remote side. The end user could be in a meeting, they could be at lunch, they could be doing anything that they need to be doing, and you can reboot their system. And, it will automatically give you remote control at the end of the session.

Last one I want to cover in a little bit more detail is the "run as admin" feature. Let me walk through because a lot of people don't understand how the "run as admin" feature works; and, it's a very powerful feature of Bomgar Box™ and it's actually unique to our product. When Bomgar™ initially runs on an end user's PC, they will be running in one of three sets of user rights. They're either user-level rights, power-user rights, or administrative rights. In a lot of ways, the user-level and the power-user are very functionally similar as far as what you can do. The administrative rights is really what gives you a lot more access to the core of the system. When a session starts with an end user's PC, the Bomgar Box™ is going to dynamically detect which level of rights that user has.