Texas-Sized Support

Remote Support at Texas A&M University

Justin Brock, Manager of eCommerce, Bomgar™:
Okay. Is there a way to know what's happened during the session? Like you connect to someone and then you're disconnected, how do you know what's happened during that session?

Nathan McNeill, VP of Product Management, Bomgar™:
We have a logging and reporting interface. So, it's going to tell you who you're connected with, their IP address, user name, internal and external, as well as the duration of the support session and then chat transcript, files that were transferred, names of the files, and also - just to give you a sneak peak. Coming up in our 9.1 release at the end of September, so in about ten days, we're actually releasing full session recordings so you'll have a video file of the session. So, you could see not only what happened in the session but also who did what within the session.

Justin Brock, Manager of eCommerce, Bomgar™:
Okay. This is a question for Mike. Are there ever times where you need to support a Mac user?

Mike Gerst, Information Technologist, Texas A&M University:
Yes there are. But, we have not done that at this point in time. Our shop is essentially a Windows workstation shop and we're working at eventually getting to be able to support both Lennox based workstations and Macs, but our Macs are really localized within one communications department here on campus and they aren't really spread around. And, they have their own IT person that's a Mac expert. My expertise in Mac is pretty low. The way I got my Mac was to have him surplus me a Mac so I could test it. o we're really limited to PC support and I direct people to him. But, he is a Bomgar™ user.