Today, Bomgar announced the latest release of its enterprise-leading remote support solution,  Bomgar Remote Support 18.2, which introduces the new Bomgar Vault for Remote Support. Completely redesigned and fully integrated, the Bomgar Vault was developed for IT help desk technicians who need to access privileged credentials to complete their job tasks. Administrators can now eliminate the need for technicians to memorize or manually track passwords. 

Additionally, Bomgar Vault improves productivity as users can inject privileged credentials directly into an endpoint with just one click – without ever knowing or seeing the credentials. The new Bomgar Vault also includes a discovery feature to automatically find and protect AD and local administrator credentials.  

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An organization’s insiders, such as IT administrators and service desk technicians, need privileged access to support users and sensitive systems. However, such access is often granted in uncontrollable and untraceable ways making the organization more vulnerable to attacks

Donald Hasson / Director of ITSM Product Management / Bomgar


Privileged accounts and passwords are prime targets in cyberattacks because they allow hackers to utilize legitimate credentials with elevated permissions to access other areas of the network. If credentials are stolen or compromised, cybercriminals can move laterally across your network, expanding the damage beyond the initial breach.

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Bomgar’s solutions are designed with security in mind, to help organizations safeguard their most critical systems, accounts and credentials to protect their IT networks from today’s threats

Donald Hasson / Director of ITSM Product Management / Bomgar

In addition to improving security for privileged credentials, Bomgar Remote Support 18.2 also includes updates to help organizations improve service desk productivity and the overall user experience, including:

  • Public Portal Scheduling Options – Configure the times that your Bomgar public support portal is open for users to request support sessions.
  • Customizable Issue Submission Fields – Define which fields are shown when using issue submission to start a support session, and only capture the necessary information relevant for your organization.
  • Direct Web Console Login – Access the Bomgar Web Rep Console directly from a dedicated URL, allowing technicians to start a Bomgar support session more quickly.
  • Expanded Web Console Permissions - Administrators can apply network restrictions more granularly to Bomgar Web Rep Console users.

Want to learn more? Request more information or an evaluation today!

Profile photo of Donald Hasson

Donald Hasson

Director of ITSM Product Management at Bomgar

As Director of ITSM Product Management, Donald works with a variety of stakeholders in the product development lifecycle to help drive product strategy and enhancements across Bomgar’s ITSM product line. Donald brings more than decade of experience to Bomgar in various aspects of systems engineering, product management, and design at startups and large organizations. Prior to joining Bomgar, Donald was a systems engineer at a wireless startup company, and prior to that at Honeywell Aerospace on a team building the first GPS navigation system for the Boeing C-17 Globemaster III. He has a degree in Electrical Engineering from the University of Florida.