Bomgar™ 9.1 Release:

The Next Revolution in Remote Support

Nathan McNeill, VP of Product Management, Bomgar:
I mean you can also transfer and share sessions. With the transfer that's familiarly designed a rep move the session from one tier to another. So for instance, if you had an indefinite queue where it's an outlook problem but it actually ended up in the Word queue you can transfer it to a different group. You can also share a session so you can have multiple reps viewing and controlling and troubleshooting the same session.

One other variation on the tabbing theme is that you can now detach tabs with 9.1 and then have tabs separate from the main interface, you can put them side by side. It has the advantage, sometimes you need to see multiple systems in order to troubleshoot it well instead of just seeing them one after the other like you could on a tabbed interface and then you can attach the tab back to the main interface with the same click of a button.

We still have our canned messages feature which allows you to send pre built responses to common questions. We've added session notes which the rep can enter a little bit of information about how to resolve the session or maybe some information about the customer along with marking whether or not it was resolved. We added a feature that lets you push a URL to the customer so that you can automatically direct them to a website instead of having to have them click on a link. Just to speed things up a little bit.

Also with the file transfer interface a couple of things here have changed and some have stayed the same. One is you can now drag and drop files between the remote and local system, just to speed that, make it a little bit easier. Also the transfer managers allows you to transfer multiple files between the two systems completely independently from the screen sharing component. So at the end of the session the client is completely removed. This means that you don't have to deploy a client to each and every system that you support. It also means you don't have any software to maintain on all the systems that you support.