Complete List of Bomgar Features

Bomgar’s secure, integrated Click-to-Chat lets support reps to help visitors on your website through a flash-based chat interface. If an end-user needs more help, Bomgar can escalate seamlessly from chat to screen sharing or remote control.

Bomgar also makes it easy for support reps to chat with other reps or teams. Moreover, the Bomgar Box records all session data – including chat transcripts. This means you can support users at any level without creating separate data silos.

Bomgar’s Chat feature enables you to:
• Provide Flash-based chat assistance via your website
• Chat during support and training sessions
• Push URLs within the chat interface
• Chat with all logged in team members
• Brand the chat window with your logo

Highlighted Feature: Click-to-Chat >

Remote control can save a support technician hours of time, but sometimes even remote control is not the best option. For many troubleshooting tasks, the rep may need to access the command line for network troubleshooting, system diagnosis or to connect to an adjacent network device.

Bomgar’s virtual command shell puts the technician at the command line, without having to open a screen sharing session. The support rep can dig in and diagnose the problem without having to go through the extra steps required with the GUI.

The command shell in Bomgar has many useful applications including:
• Running diagnostics and scripts
• Supporting a user on a very low bandwidth connection
• Accessing network devices

Bomgar makes it possible for your support organization to define escalation paths to skilled resources in a cost-effective manner. With Bomgar, skilled staff can engage with critical support requests instantly and remotely. This allows you to respond to customers with the right resources on the first call.

With Bomgar, escalation paths are easy to define because you can:
• Allow lower tier reps temporary rights escalation
• Escalate within teams or between teams
• Escalate to experts, back-end resources or vendors
•  Escalate to users without a Bomgar account
• Force escalation from one rep to another

Highlighted Feature: Escalation >

Bomgar offers secure and comprehensive file transfer as part of its remote support solution. Both the customer and the support technician can initiate file transfers. However, the administrator can also control file transfer. Both the direction and the destination of file transfers can be controlled centrally.

File transfer uses:
• Install updates and patches quickly.
• Pull log files from a user’s system.
• Remap a directory for a remote customer.
• Examine a file error message.

Highlighted Feature: File Transfer>

Bomgar’s Jump Technology is a patent-pending solution for supporting any unattended computer. Jump has both a client-based and a clientless solution that connects a rep virtually to an unattended system on any network – securely.

Security for Jump is controlled centrally through the Bomgar appliance in your datacenter. Every click and keystroke of the unattended session is recorded and logged, so you have a complete audit trail.

Jump is included in every concurrent Bomgar license, so you don’t pay additional licensing fees. You can install Jump Clients on remote desktops without incurring additional licensing fees.

Highlighted Feature: Jump Technology >

Bomgar works on multiple platforms and devices on both sides of the remote support session. This means technicians can gain remote control of computers, servers and devices wherever they are, whatever operating system they're running.

The tabbed support interface of Bomgar's Representative Console allows support technicians to run multiple remote support sessions at once. This means technicians can walk a remote client through a problem while installing software on one remote computer and waiting for another one to reboot.

Bomgar's Multi-Session Supports helps technicians improve productivity, rather than watch blue bars move across the screen. The only limits are imposed by your bandwidth and your ability to multi-task.

Bomgar’s Reboot/Reconnect feature lets the support rep pick up where the session left off after a reboot. By not having to initiate a new session, problems are fixed faster and the customer doesn’t have to start the support process over again. Productivity increases because the support rep can place the user on hold and work on another session while the system reboots.

Request Automatic Logon Credentials at Reboot
Another timesaver associated with Reboot/Reconnect is “Request Automatic Logon Credentials.” This feature prompts the user, requesting a valid username and password. After the reboot, the remote system will automatically sign back in with the provided credentials.

This ensures uninterrupted support after a reboot without requiring the customer to be present. Additionally, this process ensures that the rep never has access to the user’s credentials. This feature increases customer satisfaction, freeing the user to continue their work elsewhere while their system is being serviced.

Reboot in Safe Mode with Networking
Sometimes a support rep has to go into Safe Mode to remove a piece of spyware or to troubleshoot and diagnose networking problems among other tasks. Bomgar’s Reboot/Reconnect gives the technician the option of rebooting right into Safe Mode. No more yelling at the user to “keep hitting F8.”

Highlighted Feature: Reboot & Reconnect >

With Bomgar, you can create, organize, and catalogue any number of pre-built scripts. This enables your support center to automate routine diagnostics, troubleshooting, and remediation. Scripts can also reference a file for more robust tasks such as installing software. This functionality works on Windows, Mac and Linux, and can be shared across teams to ensure that every rep is using best practices.

Save Thousands of Support Hours
Bomgar’s Scripts feature enables technicians to send commands with one click or run patches or apps on remote computers and servers. They do this simply by selecting the appropriate script from a list and running it through Bomgar’s command line interface.

This means that common troubleshooting tasks like checking IP configuration as well as repetitive tasks like installing a software upgrade are as simple as the click of a button. Scripts can save the support center thousands of hours, which would have been spent doing manual diagnosis and repair.

Highlighted Feature: Scripts >

Shell Jump enables direct SSH and Telnet access to almost any system on your network. Enter the target system's address in the Jumpoint and troubleshoot from the command line. Technicians can even execute scripts to perform necessary functions.

Bomgar's Representative Console includes shortcuts to a number of Special Actions. Technicians can send actions, such as Ctrl+Alt+Del or Open Windows Explorer, to the remote computer by selecting the action from a drop-down menu.

Bomgar's System Information feature makes it possible for technicians to know some initial clues about what might be causing problems for the customer before beginning a remote support session. System Information quickly show technicians what devices, processes, events and programs are running on the remote desktop.

Bomgar gives your support team the ability to train multiple attendees, demo functionality to a single user or troubleshoot an end-user's issues all from the same console.

Bomgar’s presentation feature allows technicians to schedule tutorial sessions with up to 15 attendees. The Bomgar rep can share his or her screen for application demos or training sessions. These sessions can even be recorded in Flash format for playback.

Also, in the middle of a remote support session, a Bomgar rep can share his or her own screen with the remote customer – instead of viewing the customer’s screen.

Highlighted Feature: Training & Presentation >

Bomgar's patent-pending Embassy technology for secure vendor access enables your company to use Bomgar to receive support from your vendors as well as give support to your users and customers.

Each Embassy is built around a team of vendor support reps. This team of vendor rep accounts is designed to allow your vendors remote access into your network without compromising your security. You can create an Embassy for each of your vendors and configure each one with specific security parameters, such as whether or not the vendor will have full remote control or view only access to end systems.

Highlighted Feature: Embassy >

Invite any external vendor or expert into a support session. With Rep Invite, technicians can ask anyone to download the Bomgar Representative Console and join in the support session. After the session, the invited rep can remove the rep client or leave it installed for later use.

Highlighted Feature: Rep Invite >

When you request limited screen sharing, a selection window will pop up in front of the customer client chat window. After screen sharing is granted, the application selection window can be accessed by clicking the arrow at the right of the customer client. Depending on your site settings, your customer may always be able to select applications from the side menu, even if limited screen sharing was not specifically requested. Application sharing is available when supporting Windows computers only.

After a support session, your customer will be given the option of downloading the Session Recording and the Chat Transcript for his or her records.

The remote customer has the option of letting a support technician View or Control her computer. If the customer selects View, the technician can see the remote desktop and chat with the customer but will be unable to perform other actions. If the customer selects Control, the technician can work on the remote desktop as if it were a local system. The customer always retains overriding control of the computer and can exit the support session easily at any time.

Access Sponsor is a patent-pending feature for allowing support reps to request help from a higher tier rep in escalating privileges or troubleshooting within a Bomgar session. Reps designated as Access Sponsors have a special queue used to monitor requests for system credentials or help.

If a rep needs to elevate Bomgar to run as a system service on the remote computer, he or she can request that an Access Sponsor enter the necessary credentials. This enables the rep to perform more extensive troubleshooting without knowing the administrative credentials. The rep has the use of the administrative credentials only for the duration of the session.

Also, the rep can request help from an Access Sponsor. If the Sponsor accepts the request for help, the Sponsor can share the session with the rep and help troubleshoot. Access Sponsor connects lower-tier reps with upper-tier reps, giving lower support tiers the help they need to resolve more incidents more cost-effectively.

Highlighted Feature: Access Sponsor >

Bomgar offers an open API that conforms to industry protocols. This means that you can integrate Bomgar with any database, service desk solution or other application. You can even outsource custom integrations to a professional services firm should you need something very specific.

Bomgar’s SDK enables you to easily integrate with your existing service desk solutions. It includes instructions, methods and preconfigured pieces of code for creating customizable applications that leverage Bomgar’s software for back-end solutions such as trouble ticket systems or knowledge management.

Automate the failover from one Bomgar Box to another for seamless business continuity. The backup appliance polls the primary appliance to check for activity. Based on predefined minimum thresholds, if the primary device is determined to be down, automatic routing to the backup appliance will occur.

Bomgar’s robust logging and recording capabilities capture exhaustive detail about support sessions and give administrators critical visibility into support activity. This level of visibility helps protect your business and your customers’ data.

Administrators can easily generate activity reports on support and training sessions for specific time periods. View reports online or download them into a CSV file, which is easily transferable to Excel.
• Automated record of every support session
• Chat transcripts and file transfer details
• System info and IP information

Bomgar includes a Backup Integration Client so your support organization can export software backups on a scheduled basis and store them on an external database.

The Bomgar Button is an icon you place on customers' and employees' desktop to simplifies support. It allows your customers to initiate a support session with a single click, even directing them to the support rep who helped them last time.

Highlighted Feature: Bomgar Button >

The dashboard feature enables privileged users to view and monitor ongoing support sessions, enabling administrative oversight to help manage support staff. Based on roles assigned from the Support Teams page of the administrative interface, Team Leads can monitor Team Members of a given team, and Team Managers can monitor both Team Leads and Team Members of that team.

A Team Manager or Team Lead can take over a support session from another representative or transfer ownership of a support session from one representative to another representative or team.

Bomgar’s Integration Client comes with two pre-packaged plug-ins – a Windows file system and a Microsoft SQL server plug-in. These plug-ins allow in-house administrators and developers to extract session data from Bomgar.

Bomgar’s integration client lets you:
• Schedule the export of session data (using the pre-packaged plug-ins)
• Create custom integrations in-house using standard protocols (File System, SQL Server)
• Integrate Bomgar with external security providers and syslog server

Highlighted Feature: Integration Client >

Equilibrium is a load-balancing feature for high-volume support desks. It automatically distributes incidents within a team to the next available rep. Equilibrium can be set to enable only one session per rep or allow reps to handle multiple sessions simultaneously.

Highlighted Feature: Equilibrium >

Identity management in the support center is a necessity. Bomgar integrates with LDAP for directory integration so that reps can log into Bomgar with the same username and password they use to log in to their computer. Other supported integrations include Kerberos for Single Sign On, and RADIUS integration for multi-factor authentication using RSA or other security providers.

Bomgar’s integrations with industry-standard security providers enable you to manage your technicians’ accounts through your existing account directory. If your directory server is located behind a different firewall than the Bomgar appliance, you can configure the firewall to enable the transmission of information or you can use a connection agent to enable secure communication without changing firewall configuration.

Bomgar’s identity management integrations include:
• Integrate with LDAP and Active Directory
• RADIUS for multi-factor authentication
• Kerberos for single sign on

Highlighted Feature: Identity Management >

Bomgar gives you a complete toolbox to integrate remote support into your organization:
• API, Software Development Kit (SDK) & Integration Client
• Identity Management Integration
• Customizations
• Integration Partners

Highlighted Feature: Integrations >

Bomgar's MSI Installer enables administrators to automate the deployment of Bomgar remote desktop software clients to Windows systems using standard systems management applications for software distribution. Software clients include Bomgar Buttons, Jump Clients and the Rep Console.

Translate Bomgar into German, EU Spanish, Latin American Spanish, EU French, Italian, Dutch, EU Portuguese, Brazilian Portuguese, Japanese, and Simplified Chinese.

Bomgar also supports international character sets for these languages.

Bomgar lets your support center create custom Portals for each customer, group or product you support. With Portals, you can eliminate phone support and drive support requests to the web altogether.

Portals contain multiple customizable elements: public sites, agreements and messages, customer client, exit surveys and customer downloads. With Bomgar, even IT outsourcers with multiple business customers can create a custom user experience for each customer.

Highlighted Feature: Portals >

Bomgar partners and is integrated with leading service management and knowledge providers. Bomgar extends these service management solutions with on-demand remote support, secure chat, and survey capability. The seamless integration of service management and remote control significantly reduces incident response and resolution times, nearly eliminates on-site dispatches, increases first call resolution and improves quality of services and customer satisfaction.

BMC
Extend BMC's Service Automation by providing on-demand remote support, secure chat and complete session recording that updates into Remedy Service Desk.

Hewlett-Packard
Enhance the capabilities of HP Service Center and Service Manager with Bomgar’s remote support, secure chat and survey capabilities.

Bomgar retains flash Session Videos of support sessions, annotated with details from the support session. All recordings are stored on the Bomgar appliance in a raw format and are converted to FLV (Flash) when viewed or downloaded.In addition, you can export or store support session videos in external databases.

You can provide a copy of the video recording to customers or add them as supplemental content to knowledgebase articles. The videos may also serve to augment the support organization’s audit evidence

Highlighted Feature: Session Recording >

Beginning with Bomgar Base version 3.1.10, the Bomgar Appliance supports Simple Network Management Protocol (SNMP) monitoring for network, hard drive(s), memory, and CPU statistics. This feature is available to Enterprise customers, as of version 10.5. It enables users to monitor the Bomgar appliance using SNMP monitoring tools.

Enterprise customers typically use system monitoring tools to gather information from network devices using SNMP. The read-only requests validate availability and general health and do not negatively impact the performance of the Bomgar™ appliance. Users can enable and disable SNMP access to the appliance.

Download SNMP reference guide >

Bomgar’s exit surveys average 20 to 50% response rates. Because the survey is immediate, the customer is more likely to complete it. You can use this immediate feedback to your advantage. If a customer leaves poor feedback, you can deal with the issue right away.

Measuring customer feedback over time can also help your support organization retain customers or improve employee productivity.

Highlighted Feature: Surveys >

The Bomgar appliance can track all administrative configuration changes via Syslog. You can export these logs from the Bomgar appliance and archive them in external databases. Because it stores session data internally, Bomgar makes it easier to validate the data integrity of your audit trail. One method of validating reporting integrity is through Syslog Reports.

Bomgar's Teams feature enables administrators can group support representatives into teams, assign leadership within groups, define escalation paths and automate queues for support issues.

Bomgar's enables administrators to create an unlimited number of User Accounts. Because Bomgar usage is based on Concurrent Licensing, all of your support reps can use Bomgar, but your support organization only pays for how many licenses you use at any one given time.
• Licenses are based on simultaneous usage
• Create unlimited named accounts
• Share licenses between shifts/teams