BeyondTrust Remote Support Reviews & Insights

Score8.9 out of 10

226 Reviews and Ratings

Community insights

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.

BeyondTrust Remote Support Reviews

51 Reviews

Enterprises (1,001+ employees)

Very Secure Remote Tool

Rating: 9 out of 10

Incentivized

May 7, 2025

Use Cases and Deployment Scope

I use BeyondTrust Remote Support to assist users in the organization by remoting into their host machines to resolve technical issues that have been logged as tickets in the helpdesk. The business problems this product addresses is being able to remotely resolve technical issues for users that are in other regions, BeyondTrust Remote Support in the organization is not just used by IT but by the Infrastructure team to remotely log into servers/VMs etc to maintain them.

Pros

Stable remote connection
Keeps repository of recently logged on host machines
Reestablishes remote connection if there was a network drop

Cons

The zoom function allows you to zoom but you can't particularly move around well once you have zoomed in.
Sometimes a remote connection cannot be established for unknown reasons even if the host machine is clearly online.
The bomgar remote link creates multiple instances when clicked multiple times even if an instance already exists of the host machine.

Likelihood to Recommend

BeyondTrust Remote Support is well suited for large organizations where there is a very large number of host machines to manage remotely, the product is especially good at keeping repositories (in folders you create) of all host machines. However given its cost BeyondTrust Remote Support is not well suited for personal use.

Itumeleng Thekiso

IT Support Specialist II in Information Technology at Fortna Inc (Logistics & Supply Chain, 1001-5000 employees)

Vetted Review

3 years of experience

Verified on LinkedIn

Beyond trust user from last 4 year.

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

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.

Vikram Gadhave

System support lead in Customer Service at Cepheid (Medical Device, 1001-5000 employees)

Vetted Review

4 years of experience

View profile

BeyondTrust Remote Support.

Rating: 9 out of 10

Incentivized

September 20, 2024

Use Cases and Deployment Scope

We use BeyondTrust Remote Support to examine users' computers, help them solve problems, and provide other types of help. We also use it to connect to remote unattended systems for maintenance. It is also possible to use it to let other people connect to our systems and provide support.

Pros

Connects help desk works to people needing help.
Connects outside help providers to internal systems.

Cons

I don't know of any.

Likelihood to Recommend

I had trouble connecting to a mapped network drive. The helpdesk engineer connected to my computer found the problem and solved it.

Gadi Ben-Avi

z/OS system Programmer in Information Technology at Malam (Information Technology and Services, 1001-5000 employees)

Vetted Review

10 years of experience

View profile

Very robust

Rating: 9 out of 10

Incentivized

May 15, 2022

Use Cases and Deployment Scope

BeyondTrust Remote Support (also known as Bomgar) in our organization was used to resolve several support complexities that were introduced due to the recent pandemic (COVID19). For example being able to support users outside the corporate network, with a wide range of endpoint devices using various operating systems. BeyondTrust Remote Support is a robust tool that works in line with OS security.

Pros

Very robust
Excellent product support

Cons

Professional services/onboarding team
Support for IOS
Cost

Likelihood to Recommend

BeyondTrust Remote Support (also known as Bomgar) is well suited for large organizations or medium to large scale service providers to provide troubleshooting and ongoing support to their clients remotely. The solution is overkill and not suitable for organizations or service providers having customers with a limited IT budget as the product is not cheap.

Verified User

Engineer in Information Technology (Retail company, 5001-10,000 employees)

Vetted Review

3 years of experience

Need help? We're there in a flash!

Rating: 9 out of 10

Incentivized

July 9, 2021

Use Cases and Deployment Scope

We use [BeyondTrust Remote Support (Legacy)] for internal support and it has made things so much easier and more seamless. From my standpoint, it's great and I don't dread having someone access my machine any longer. What we used before was more complicated and also took longer to get started. I think our internal tech team likes it too.

Pros

Allows easy access
Easy for customer/client to understand
No separate website for anyone to navigate

Cons

There's always room for improvement, right?

Likelihood to Recommend

I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.

Verified User

Employee in Corporate (Hospital & Health Care company, 1001-5000 employees)

Vetted Review

2 years of experience

BeyondTrust Remote Support - One of Our Best Purchase Decisions

Rating: 10 out of 10

Incentivized

December 13, 2019

Use Cases and Deployment Scope

BeyondTrust Remote Support allows us to support our users at over 125 branch offices across the state. We use it for computer support and troubleshooting as well as one-on-one training. We have approximately 25 support specialists and trainers that utilize the system daily. With limited personnel and a wide geographic area to cover, BeyondTrust Remote Support has enabled us to increase our response time on issues, which greatly increases our employees productivity. It also reduced our travel expenses by at least 50%.

Pros

Remotely access systems of all types (PC's, Macs, Phones, & Tablets)
When called we can jump into users' systems using preinstalled Jump Client without the users having to do anything.

Cons

I would like for the audio from a connected device to be accessed for troubleshooting.
Product is more expensive than competing products.

Likelihood to Recommend

BeyondTrust Remote Support works well for connecting to systems behind firewalls. It only requires ports 80/443 to connect for full access and control of users computer. Works well with users that have slow connection speeds.

Verified User

Professional in Information Technology (Higher Education company, 10,001+ employees)

Vetted Review

12 years of experience

BeyondTrust (Bomgar) Remote Support Tool Review

Rating: 8 out of 10

Incentivized

December 10, 2019

Use Cases and Deployment Scope

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.

Andrew Nordgren

IT Engineer in Information Technology at Autoliv (Automotive, 10,001+ employees)

Vetted Review

5 years of experience

View profile

BeyondTrust allows for amazing remote sessions

Rating: 10 out of 10

Incentivized

August 23, 2019

Use Cases and Deployment Scope

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.

Brett Hone

Manager Service Desk in Information Technology at Nu Skin Enterprises (Consumer Goods, 1001-5000 employees)

Vetted Review

3 years of experience

View profile

Great, professional looking remote support with some limitations

Rating: 7 out of 10

Incentivized

August 17, 2019

Use Cases and Deployment Scope

Remote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.

Pros

Support Sessions are easy to set up
Configuration was simple
Upgrades are easily implemented

Cons

Un-attended remote sessions are not possible without paying for extra tools
Client upgrades can be finicky

Likelihood to Recommend

Well suited for remote access to devices in remote locations where a user would need assistance. It is not well suited for IOS remote support.

Verified User

Administrator in Information Technology (Building Materials company, 10,001+ employees)

Vetted Review

5 years of experience

Great application for remote help for all types of users

Rating: 9 out of 10

Incentivized

November 26, 2018

Use Cases and Deployment Scope

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.

Verified User

Analyst in Information Technology (Apparel & Fashion company, 5001-10,000 employees)

Vetted Review

2 years of experience

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