Updates for Support Representatives

Bomgar 14.2 contains the following updates for support representatives using Bomgar.



Embassy Enhancements

Expand support capabilities for your third-party embassies without compromising security. Embassy users can now be granted access to Jumpoints to start sessions with unattended systems on a remote network. This includes features such as Shell Jump, RDP, and vPro for enabled Jumpoints.

Remote Registry Editor

Access a remote Windows registry without requiring screen sharing. While in the virtual registry editor, you can add new keys, delete keys, edit keys, search, and import or export keys. Use of the virtual registry editor without screen sharing causes fewer interruptions to your customer and allows you to resolve issues more quickly.

Rep Auto-Assign Monitor

Better manage your help desk efficiency by knowing the status of your representatives. Team leads and managers can now easily see which representatives are available to take sessions. Status indicators show whether representatives are available, are idle, are busy, or have auto-assign turned off. A bar at the bottom of the dashboard also shows the percentage of representatives in each state. Visibility into your support teams’ availability can improve efficiency and lower response times.

Rep-to-Rep Screen Sharing

Representatives can more fully collaborate by instantly sharing their screens with team members, without requiring a support session. Rep-to-rep screen sharing improves the efficiency of the support center through real-time expert support and training.

System Information Actions

Interact with services and processes directly from the System Info tab of the representative console, without requiring screen sharing. Kill processes; start, stop, pause, resume, and restart services; and uninstall programs. The ability to manage more tasks outside of a screen sharing session speeds your support processes while causing minimal interruption to your remote customer.

System Information Actions for Android

When supporting an Android device, remotely stop or uninstall apps from the System Info tab of the representative console.


Remotely support computers, even when they are turned off. Send Wake-on-LAN packets to a Jump Client host to turn on that computer, if the capability is enabled on the computer and its network. Wake-on-LAN helps you support more computers in more scenarios.