Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
Anyway, so there's some detail around that. Some other things you can do ... let's talk about the back end. From the administrator's side the administrator has a lot of features and functionality that have been introduced in the most recent versions. One is Support Teams. What this enables you to do is you can take your support representative base, let's just use say a mid-sized company with maybe 20 tech support representatives. You can split those into functional teams and then each of those teams can be assigned specific areas that they're expected to do support for. So, maybe you have an operating system group and you have an office productivity apps group and, within the office productivity apps, they handle issues related to Word, Excel, PowerPoint, and Access. And, the operating systems group handles issues related to Windows '95, '98, XP, whatever ... groups give you a lot of flexibility as far as how you can route remote control sessions.

The first capability as far as groups is when a user, if they are not on the phone with the tech support representative, they can go to the public site, support.companyname.com or whatever you've chosen to use, and they can say, "My issue is related to," and they can select Outlook. Their problem can be, you know, Outlook .EXE attachments are not displayed, perhaps something like that. As soon as they click submit that will go into the Outlook group. Now, you may find that a problem that a user thought was an issue with Outlook is actually related to an operating system issue. What teams lets you do is the Outlook team can take one look at that problem and say, "You know what? It's really an operating system issue." And, all they have to do is click transfer and transfer it to the operating system team that way one of maybe the five or ten individuals on the operating system team can take a look at that issue, pick it up, and go ahead and start troubleshooting.

So, teams provide a lot of flexibility as far as how sessions are routed when a user needs support, but they also allow a lot of flexibility as far as administration on the back end, and as far as reporting. The reporting engine on the Bomgar Box™ allows you to run reports by team or by representative. So, it's a great way of breaking apart functionally who your tech support reps are and what they do.