BeyondTrust Remote Support Overview

BeyondTrust Remote Support is the #7 ranked solution in our list of top Remote Access tools. It is most often compared to TeamViewer: BeyondTrust Remote Support vs TeamViewer

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for organizations that need to securely access and support any device or system, anywhere in the world. Technicians using Remote Support can quickly connect to, view, and control remote systems and devices, chat and collaborate with end-users or other technicians, all while improving remote access security. Organizations in all vertical markets around the globe use Remote Support to deliver superior support services and reduce threats to valuable data and systems. BeyondTrust is privately held and headquartered in Atlanta, GA with offices and channel partners around the world. Connect with BeyondTrust at www.beyondtrust.com, the BeyondTrust Blog, or on Facebook, Twitter and LinkedIn. Get a free trial of Remote Support at https://www.beyondtrust.com/remote-support/trial.

BeyondTrust Remote Support is also known as Bomgar Remote Support .

Buyer's Guide

Download the Remote Access Buyer's Guide including reviews and more. Updated: May 2021

BeyondTrust Remote Support Customers

InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation

BeyondTrust Remote Support Video

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PC Technician at Cape Fear Community College
Real User
Response times are quicker and more efficient

What is our primary use case?

We use Bomgar Remote Support to manage a fleet of more than 3000 computers across four campuses in two counties. This support extends to both hardware and software support in addition to assistance as needed for more than 1500 employees and an annual count of over 25,000 students.

Pros and Cons

  • "We rarely need support for anything, but when we do, they are on it and always helpful."
  • "I personally like the ability to share files with other machines."
  • "Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
    Data Center Technician at nuskin
    Real User
    Allows us to quickly address the needs and issues of our end users

    What is our primary use case?

    Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer. We host the application in our data center. We find it is easier to maintain the control of the system this way.

    Pros and Cons

    • "Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
    • "It has allowed us to quickly address the needs and issues of our end users."
    • "We are able to be more effectively connected to computers and servers all over the world."
    • "I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
    • "I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."

    What other advice do I have?

    I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful.
    Find out what your peers are saying about BeyondTrust, TeamViewer, Microsoft and others in Remote Access. Updated: May 2021.
    502,104 professionals have used our research since 2012.
    IT Client Solutions Lead at University of Lethbridge
    Real User
    This product has drastically improved the speed and ease at which we provide client support

    What is our primary use case?

    We have a full service support centre that uses Bomgar Remote Support to connect with client machines and assist with complex (and remedial) technological solutions.

    Pros and Cons

    • "This product "just works" (without fail) and is dead-easy for clients to connect with."
    • "This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
    • "This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
    • "I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
    Systems Administrator at CityServiceValcon
    Real User
    We have received a substantial time savings when resolving device issues

    What is our primary use case?

    I use Bomgar Remote Support as a help desk tool to assist our internal employees across multiple states address issues with their individual PCs, cell phones, and workstation issues. It is also used to remotely retrieve data from unmanned workstations in our remote offices.

    Pros and Cons

    • "The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
    • "One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
    • "The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
    • "Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
    • "The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
    IT Support Specialist at Graham Partners
    User
    A lightweight, reliable solution that gives IT a direct visual of occurring issues

    What is our primary use case?

    We use Bomgar Remote Support at our approximately 100 employee firm to provide immediate support no matter the employee's current location.

    Pros and Cons

    • "It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
    • "The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
    • "It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
    • "There were a few employee devices that failed during the initial deployment, which required a second deployment."
    IT Help Desk Manager at Stanford University School of Medicine
    Real User
    Allows for reporting capabilities, SAML authentication, and ServiceNow integration

    What is our primary use case?

    Provides secure remote support to clients using Mac, Windows, and mobile devices in a healthcare environment supporting 10,000 clients and 15,000 devices.

    Pros and Cons

    • "We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
    • "The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
    IT Business Analyst at CDM Smith
    User
    Allows remote viewing and controlling of users internationally

    What is our primary use case?

    Bomgar allows remote viewing and controlling of users internationally while on or off the network.

    Pros and Cons

    • "The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
    • "Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
    • "It needs better Linux support. We have had issues with Ubuntu specifically."
    • "I would also like to see better support of Apple devices while using a Windows remote support console."
    ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees
    Vendor
    Live chat enabled a new service desk support channel, integrating with our Service Management toolset

    Pros and Cons

    • "Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
    • "The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."

    What other advice do I have?

    Set up a full project that looks to implement the full suite of functionality. Maybe phase the implementation to get the key functionality in place, and then look to utilise the more advanced functionality. Train the support analysts in the use of the tool. Bomgar provides training with the purchase, which allows your team to become Bomgar certified. I rate it an eight out of 10. It has enabled the introduction of a new communication channel (live chat) to our ICT service desk with integration directly into our Service Management toolset. The remote control solution has enabled a wider reach…
    Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
    MSP
    Integrated chat service with quick elevation to a full control support session has increased our service desk efficiency

    What is our primary use case?

    Intility is a cloud service provider who serves more than 600 companies with 20,000 users worldwide. It is key to provide our customers with enterprise grade support, and an integrated chat and remote tool support system is essential for this purpose. Easy collaboration between technicians across departments and locations enables us to handle support inquiries efficiently.

    Pros and Cons

    • "The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
    • "The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
    • "We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
    • "I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
    • "​The possibility to integrate a chatbot would take this product to the next level​."
    • "Although the learning curve is steep, the product is well-documented.​"

    What other advice do I have?

    I would advise others to write down and visualize their requirements. Remember that this tool can be one of their core components, so an ongoing project is necessary. Furthermore, I would suggest to plan for things such as a customer-facing support portal, continuous automatic install of Bomgar Clients in their environment, SLA reporting to stakeholders, and access policies for representatives/technicians.
    Senior Professional at a tech company with 10,001+ employees
    Real User
    Secure remote support without requiring permanent client agent on the end user's Desktop or mobile device. Cloud and on-prem solutions.

    Pros and Cons

    • "Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
    • "The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."

    What other advice do I have?

    It is an appliance-based secure and scalable solution for report support. This product keeps improvising its features and performance which is ever so helpful.
    ITSM Administrator at a real estate/law firm with 1,001-5,000 employees
    Vendor
    We like that we can customize the solution and we enjoy the screen sharing even on mobile phones.
    Senior Account Executive at a tech services company with 51-200 employees
    Consultant
    Allows you to remotely access devices on difference operating systems on or off your corporate network.

    What other advice do I have?

    Make an inventory of all the remote support tools your organization currently uses. Try to consolidate them by using Bomgar.
    Desktop Support Specialist at a educational organization with 51-200 employees
    Vendor
    Read the manual and do not be afraid to reach out to the Bomgar community.

    What other advice do I have?

    Read the manual and do not be afraid to reach out to the Bomgar community. A lot of help is out there for any issues you may run into.
    Online Banking Product Development and Testing Manager at a financial services firm with 51-200 employees
    Vendor
    Valuable feature: screen sharing.

    What is most valuable?

    Screen sharing and remote in ability.

    How has it helped my organization?

    Has helped our Support Teams become 100% more productive and pleases our customer base internally and externally.

    What needs improvement?

    Mobile. Need more inroads into Apple devices.

    For how long have I used the solution?

    5 years

    What was my experience with deployment of the solution?

    None. Between our expertise and the installation pro from Bomgar on the phone, we had no issue whatsoever.

    What do I think about the stability of the solution?

    None.

    What do I think about the scalability of the solution?

    None.

    How are customer service and technical support?

    Customer Service: 10 out of 10. They have great participation, knowledge, ownership and communication.…
    Tech Support Manager at a retailer with 501-1,000 employees
    Vendor
    Easy to get to pinned machines in my enterprise.

    Valuable Features

    Easy access to all my servers from one stop.

    Improvements to My Organization

    Easy to get to pinned machines in my enterprise.

    Room for Improvement

    I would like to be able to transfer files between sessions.

    Use of Solution

    8 years

    Customer Service and Technical Support

    Customer Service: 10++++ Technical Support: 10++++++
    DESKTOP RESEARCH at a recruiting/HR firm with 10,001+ employees
    Vendor
    To standardize routine tasks, we can write scripts and run them to speed up troubleshooting and standardize assistance.
    Configuration Specialist at a pharma/biotech company with 1,001-5,000 employees
    Vendor
    We like the flexibility to have a client on a computer log in on demand or give someone a link to log into their computer.

    What other advice do I have?

    If you are a small shop, it may not be for you because of the up-front cost. There are other solutions that will meet your needs that are cheaper. Otherwise, this is overall a really good product and meets our needs.
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