TrustRadius Insights for BeyondTrust Remote Support are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive experiences with Bomgar, noting its user-friendliness and responsiveness. The software enables efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits. Bomgar is utilized by IT departments and support teams to resolve issues with internal servers, workstations, and software programs. It also facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. The product supports multiple platforms, including Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external users. Additionally, Bomgar's chat feature allows for remote issue resolution without connecting to the user's machine, benefiting end users and students. Overall, Bomgar has proven to be a valuable tool for organizations by providing secure remote access and enhancing their ability to efficiently support their users and systems.
We are using BeyondTrust to support internal and external customers remotely.
Pros
Remote access has good features that are not available in other apps, such as rebooting without disconnection and the Alt+ctr+del function.
It's easier for data transfer.
Multiple people can join session.
Cons
A bit user friendly in terms of connecting for user.
Likelihood to Recommend
Well suited: for detailed troubleshooting, where rebooting several times and using the task manager are required. This may be a bit slower for data transfer.
BeyondTrust's RemoteSupport tool (previously known as Bomgar) sets the industry standard for remotely supporting user endpoints and devices. Their flexibility and functionality are unmatched in the industry, and the interface's intuitiveness is generations ahead of the other tools attempting to compete with their solution. If this isn't enough, BeyondTrust's support technicians, subject matter experts, and account managers are some of the best in the business. With BeyondTrust, the days are long past of an era where your account manager waits until the day after your license expires to ask you if you want to renew or where they only reach out to you when they want your money. I cannot speak highly enough of their teams.
Pros
Provide remote support for user endpoints and devices
Proactively manage customer accounts and licensing/subscriptions
Support their solutions with responsive assistance
Cons
BeyondTrust's KBs can sometimes be challenging to navigate, but no more than other competitors
Likelihood to Recommend
I've been working with BeyondTrust's teams, with multiple customers and environments, and they consistently offer top-shelf support whether your environment has 250 users or 25000. Their staff is always patient and friendly in answering questions, working to resolve technical issues (should they occur), and they provide the information to help you understand how to do it yourself rather than perpetually relying on their technical consultants or engineers. They support Android, iOS, Linux, Windows, and macOS, providing instructions on how to interface with each system and make it as simple as possible to help your users regardless of what system they are working on.
VU
Verified User
Technician in Information Technology (Industrial Automation company, 201-500 employees)
We use it across the organization. We are using it to replace less secure remote tools, like VNC and TeamViewer, which have been used in the company for years.
Pros
Security.
User-friendly.
Robust options when deploying to computers.
Cons
Admin management.
Automation.
LDAP issues.
Likelihood to Recommend
It's great for getting security to buy into a tool, with a great external portal for users. It could use a lot of help for administration. Once you get to a certain amount of jump groups it would be easier to manage with scripting to automate processes, but there isn't any documentation on it.
BeyondTrust is being used by us for remote support at our service desk. It is very beneficial in allowing us to remote to any machine with an internet connection, whether they are on our network or not. This has helped a lot with employees that work at home. We have also been using it for whitelisting some applications to allow users to install them or manipulate them as needed without the need to provide admin rights.
Pros
Remote support is quick and easy.
Allowing users to install apps without the need for local admin rights.
File transfers have been helpful as well.
Cons
None.
Likelihood to Recommend
A scenario where beyond trust really shines is when a user is not at home, or they are on a vacation or business trip in some foreign country and have any issue that needs to be solved. As long as they have an internet connection you can remote to their computer and fix software problems they may be having.
The main business problems we are solving is that of being able to more reliably remote to customer's computers. We use Bomgar so that we can see the end user's machine and essentially do the work ourselves if needed versus trying to have the end user do the work.
Pros
You can use it to screen share on multiple platforms.
The amount of information that you can collect from a customer's computer without even screen sharing is immense.
Cons
Sometimes it takes multiple steps to get approved to fully control the user's computer. This is probably because of their security settings but it's annoying.
Auto Times out after inactivity if there are no sessions in progress.
Likelihood to Recommend
I would recommend this program if you are looking for an easy to use remote support system that will allow outside employees or staff to remotely access in-office computers. This is particularly helpful for an IT service desk.
VU
Verified User
Analyst in Information Technology (Apparel & Fashion company, 5001-10,000 employees)
Bomgar is very easy to use on both the technician side and the end user. The ease of starting a remote session from a webpage is unmatched!
Recently we received several calls that our remote touchscreen computers wouldn't log in. When you click on the username, the screen flashes black then back to the login screen.
I was able to use Bomgar to remotely file transfer the Window's log files and found the error was with LogonUI.exe. After a quick Google search, I found a Reddit post stating that you need to run a Windows recovery disk or the touchscreen needed to be unplugged from the USB port (not so easy on an all-in-one) then a bad windows update could be uninstalled.
Since none of these solutions would work because I was not at the computer, I needed another way. Since Bomgar has a command shell feature, my personal favorite, I was able to run "wusa /uninstall /quiet /forcerestart /kb:3097877" to uninstall the update remotely. After the computer restarted everything was back to normal.
Try to do that with your average remote desktop program!
Pros
One off remote session can be initiated from a web page.
Saved remote connections.
File Transfer.
Cons
Organizing saved remote connections.
Likelihood to Recommend
If you only need to remote to servers on your domain, Bomgar would be overkill. For everything else Bomgar is well suited, even mobile devices.
Bomgar is the primary support application for remote access at our organization. While the IS department are the primary users, we have setup accounts for other departments to use for remote training and support of enterprise applications. The ability to provide support across platforms, across networks, and support varied access levels has been a key driver of the application's internal popularity and effectiveness.
Pros
Persistent sessions (remains active through a reboot)
Good performance over low bandwidth lines. We use the application on computers in Brazil and Asia with better than expected performance.
Permissions management. Users can provide credentials for work on other machines if they are not admins.
Cons
Mobile remote control, especially iOS
Integration in other applications, ie, ticket tracking apps
Reporting and metrics
Likelihood to Recommend
We have yet to find a one to one remote access need where Bomgar was not appropriate.
We are using Bomgar in the IT department to support 200 internal as well as 200 external sales people. We are able to support the end user computers, and we support the sales computers and their Samsung Smart phones.
Pros
The ease of use for the Rep console
The ease of explaining to a non computer savvy person how to connect
Remote control of all devices we support - Samsung Phones, Windows Platform, and MAC computers. We do not support iPads, as we are unable to remote control them if needed.
We are using PAM for our vendors now
Cons
I would like to see file transfer between sessions, rather than copying to my local machine and then to the remote host.
Likelihood to Recommend
It is great for assisting non savvy computer users. It's easy to use.
It was originally purchased to support our customers with software purchased through us. Others in our company have started using it for in house education. In my department it is a crucial part of the solution for our customers. There is no interpretation by our customers as we used to have when just providing phone support. Bomgar allows us to see what the customer sees and things that they can't (easily anyway).
Pros
Probably top most on my list is the support from Bomgar - they use their own product and take their support very seriously. They have always been available when I've needed help. They even set up a temporary host on their server when my IT crew, mistakenly plugged into the wrong port.
Talk about documenting a support session. We have the complete recording of what a tech will do to help a customer. There are no ambiguities as to what was done or not done. Not that any of our customers have complained about a support session - quite to the contrary all customers that give reviews after a support session rate the experience as either high or very high.
Best of all...I can help my mother in law with her computer without having to go to her house.
Cons
It's hard to come up with something that I don't like. Bomgar is very responsive. If you had asked me this last year, I would have said that getting customers connected with our system was difficult, but Bomgar has come up with programming that makes it easier for the customer to figure it out.
Administering the unit is sometimes confusing, but it doesn't happen that often - which could be why I'm not that quick about it.
Likelihood to Recommend
I love Bomgar for software support for our customers. I also use it to train my team - which is spread out geographically across the western US. We have also started using it for educational purposes both inside and outside our company.
