[27263] in resnet
Re: Remote support software
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Thu Feb 9 09:21:21 2012
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Date: Thu, 9 Feb 2012 08:20:28 -0600
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Eric Lemmons <eric.lemmons@ACU.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <4F338E7E0200004A0006CED1@giadom.drew.edu>
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We also use Bomgar and also have been extremely satisfied. Bomgar is
comparatively simple on both the supporter and customer side to use. It
allows us the flexibility we need for use with Faculty/Staff and for
Students. We've even been able to connect Bomgar with our homegrown
Incident Management system, so that when we make a connection the recording
and vitals of that session are attached to the Incident. Our "Depot"
(Registrar Frontline) has recently approached us about paying to have
access to use Bomgar. After being on the customer end of the line they
found it simple enough to want to use it on the other side. Add all that to
it's continued development to include an iPad Support Client and an
extensive list of supported devices beyond just computers and I
don't foresee us shopping for a new remote assistance tool any time soon.
Prior to moving to Bomgar, we used both NTR Support and Timbuktu. The
former for off-campus and the latter for on.
Timbuktu was fairly handy for on campus connections. Just get an IP address
and you are in (assuming you get it installed on a standard image). In the
end, we ran into a large number of compatibility problems.
NTR was about the same process as Bomgar for remote connections, but had
far fewer options with regards to chat, "pinned clients", platform support,
etc.
Hope this helps.
On Thu, Feb 9, 2012 at 8:14 AM, Betsy Black <eblack@drew.edu> wrote:
> We use Bomgar too, and love it. The user can control what you can see
> and it logs all sessions, so our student employees use it too (and know
> they are/can be watched). I don't remember what we did without it!
>
> Betsy
>
>
>
>
> Betsy Black
> Manager, User Support
> Computing & Network Services
> Drew University, Madison, New Jersey
> eblack@drew.edu 973-408-3860>>> Charlie Teater <
> cteater@boisestate.edu> 2/8/2012 7:08 PM >>>
>
> We use Bomgar and I love it. Easy to use, requests OK from user, removes
> itself after session, no problems.
>
> Charlie Teater
> IT Systems Coordinator
> University Housing
> Boise State University
>
>
> On Wed, Feb 8, 2012 at 4:56 PM, Richard Davis <rdavis@calbaptist.edu>wrote:
>
>> Is anyone out there using remote support software such as Bomgar,
>> TeamViewer, LogMeIn? How is it working for you?****
>>
>> ****
>>
>> Richard Davis ****
>>
>> Lead Customer Support Technician****
>>
>> California Baptist University****
>>
>> ****
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
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>>
>
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--
Eric Lemmons
Hardware Repair Coordinator
Team55 Repair Coordinator
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
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<span style>We also use Bomgar and also have been extremely satisfied. Bomg=
ar is comparatively simple on both the supporter and customer side to use. =
It allows us the flexibility we need for use with Faculty/Staff and for Stu=
dents. We've even been able to connect Bomgar with our homegrown Incide=
nt Management system, so that when we make a connection the recording and v=
itals of that session are attached to the Incident.</span><span style>=A0Ou=
r "Depot" (Registrar Frontline) has recently approached us about =
paying to have access to use Bomgar. After being on the customer end of the=
line they found it simple enough to want to use it on the other side. Add =
all that to it's continued development to include an iPad Support Clien=
t and an extensive list of supported devices beyond just computers and I do=
n't=A0foresee=A0us shopping for a new=A0</span><span class=3D"il" style=
>remote</span><span style>=A0assistance tool any time soon.</span>=A0<div>
<br></div><div><span style>Prior to moving to Bomgar, we used both NTR Supp=
ort and Timbuktu. The former for off-campus and the latter for on.</span><b=
r style><br style><span style>Timbuktu was fairly handy for on campus conne=
ctions. Just get an IP address and you are in (assuming you get it installe=
d on a standard image). In the end, we ran into a large number of compatibi=
lity problems.</span><br style>
<br style><span style>NTR was about the same process as Bomgar for=A0</span=
><span class=3D"il" style>remote</span><span style>=A0connections, but had =
far fewer options with regards to chat, "pinned clients", platfor=
m support, etc.</span><br style>
<br style><span style>Hope this helps.</span>=A0<br><br><div class=3D"gmail=
_quote">On Thu, Feb 9, 2012 at 8:14 AM, Betsy Black <span dir=3D"ltr"><<=
a href=3D"mailto:eblack@drew.edu">eblack@drew.edu</a>></span> wrote:<br>=
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #ccc solid;padding-left:1ex">
<div style=3D"MARGIN:4px 4px 1px;FONT:10pt Segoe UI">
<div>We use Bomgar too, and love it. The user can control what you can see =
and it logs all sessions, so our student employees use it too (and know the=
y are/can be watched).=A0 I don't remember what we did without it!</div=
>
<div>=A0</div>
<div>Betsy</div><span class=3D"HOEnZb"><font color=3D"#888888">
<div><br><br>=A0</div>
<div>=A0</div>
</font></span><div><span class=3D"HOEnZb"><font color=3D"#888888">=A0=A0=A0=
=A0=A0=A0=A0=A0=A0=A0=A0=A0=A0=A0 Betsy Black<br>=A0=A0=A0=A0=A0=A0=A0=A0 M=
anager, User Support<br>=A0=A0=A0=A0 Computing & Network Services<br>Dr=
ew University, Madison, New Jersey<br><a href=3D"mailto:eblack@drew.edu" ta=
rget=3D"_blank">eblack@drew.edu</a> =A0=A0=A0=A0=A0 <a href=3D"tel:973-408-=
3860" value=3D"+19734083860" target=3D"_blank">973-408-3860</a>>>>=
Charlie Teater <<a href=3D"mailto:cteater@boisestate.edu" target=3D"_bl=
ank">cteater@boisestate.edu</a>> 2/8/2012 7:08 PM >>></font></s=
pan><div>
<div class=3D"h5"><br>We use Bomgar and I love it. Easy to use, requests OK=
from user, removes itself after session, no problems.<br><br clear=3D"all"=
>Charlie Teater<br>IT Systems Coordinator<br>University Housing<br>Boise St=
ate University<br>
<br><br></div></div></div><div><div class=3D"h5">
<div class=3D"gmail_quote">On Wed, Feb 8, 2012 at 4:56 PM, Richard Davis <s=
pan dir=3D"ltr"><<a href=3D"mailto:rdavis@calbaptist.edu" target=3D"_bla=
nk">rdavis@calbaptist.edu</a>></span> wrote:<br>
<blockquote style=3D"BORDER-LEFT:#ccc 1px solid;MARGIN:0px 0px 0px 0.8ex;PA=
DDING-LEFT:1ex" class=3D"gmail_quote">
<div lang=3D"EN-US" vlink=3D"purple" link=3D"blue">
<div>
<p class=3D"MsoNormal">Is anyone out there using remote support software su=
ch as Bomgar, TeamViewer, LogMeIn? How is it working for you?<u></u><u></u>=
</p>
<p class=3D"MsoNormal"><u></u><u></u></p>
<p class=3D"MsoNormal">Richard Davis <u></u><u></u></p>
<p class=3D"MsoNormal">Lead Customer Support Technician<u></u><u></u></p>
<p class=3D"MsoNormal">California Baptist University<u></u><u></u></p>
<p class=3D"MsoNormal"><u></u><u></u></p></div></div>______________________=
_____________________________ You are subscribed to the ResNet-L mailing li=
st.=20
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV=
.ND.EDU/archives/resnet-l.html</a> ________________________________________=
___________ </p>
</blockquote></div><br>___________________________________________________ =
You are subscribed to the ResNet-L mailing list.=20
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___________ </p>
</div></div></div><div class=3D"HOEnZb"><div class=3D"h5">
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<p>
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</p></div></div></blockquote></div><br><br clear=3D"all"><div><br></div>-- =
<br>Eric Lemmons<br>Hardware Repair Coordinator<br>Team55 Repair Coordinato=
r<br>ACU Technology Support Services<br><a href=3D"mailto:eric.lemmons@acu.=
edu" target=3D"_blank">eric.lemmons@acu.edu</a><br>
325.674.2881<br>
</div>
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