You would then use your keyboard to enter the password. For example, the TSP may open an application that requires you to enter a password. We recommend that you NOT take any actions unless specifically requested to do so by the TSP. What if I move my mouse or type on my keyboard?īy default, if you use your mouse or keyboard, it overrides the TSP's actions. Most often, the TSP will be on the phone with you, or remain in contact with you via a chat window on your screen. They will share control of your mouse pointer, and keyboard. The TSP who initiates the session will be able to see exactly what you see on your screen. What does it mean for me to accept a Bomgar session? If you are an end user, you do not need a Bomgar account.
Your IT Director makes the determination whether their group uses Bomgar and, if so, who has access. If you are in such a role, Bomgar provisioning is tied to CornellAD groups associated with colleges and distributed units. The Bomgar tools (the Representative Console) are only available for people in designated IT support roles. They may also decide that responding by email, phone, or an in-person visit is a better approach. The TSP responding to your issue will determine whether Bomgar is an appropriate tool for your situation. You should continue to report problems and request assistance the way you always have. See our Bomgar Basics and Accept a Bomgar Invitation articles for information on how the session is initiated. For a typical session, the TSP will contact you to request a Bomgar session. Who is allowed to use Bomgar to access other computers?Īccess to Bomgar is limited to people in designated IT support roles.ĭoes this mean someone can access my computer whenever they want to? Any network connection will work (that is, there is no need for additional security measures, such as VPN). Both the end-user and the TSP can be in any location. The feature set differences, and security concerns associated with a cloud service prevent Zoom and friends from being our tools of choice for IT support needs. Zoom and other web conferencing tools are designed for a much broader audience, to use for giving presentations to remote audiences, and has a feature set largely geared for that purpose.
Scripts can save the support center thousands of hours that would have been spent doing manual diagnosis and repair.What's the difference between Bomgar and Zoom/Skype?īomgar is intended for use by Technical Support Providers.
The rep simply selects the appropriate script from a list and runs it through Bomgar's command line interface. Bomgar reps can upload scripts for use within a remote support session.
The flash-based customer chat client runs in a browser, enabling the rep to give the user directions or transfer the user to the appropriate queue before any software is installed.
With one click, support reps engaged in a Mac support session can easily access the granular systems information to solve common technical issues on a Mac that would otherwise take a significant amount of time to troubleshoot with traditional PC-based tools. Mac System Information: Bomgar 10.3 includes new front-end Mac systems information that allows support reps to quickly scan the dashboard to dig deep into hardware or network configuration details.
The following features are a few core capabilities added to the platform based on customer feedback: With the new features of Bomgar 10.3, the company continues to lead innovation in the enterprise remote support market.
Bomgar helps enterprises of all sizes better manage and resolve costly technology issues that cycle through the help desk.