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

50 Reviews

Mid-sized Companies (51-1,000 employees)

You cannot go wrong with BeyondTrust Remote Support

Rating: 10 out of 10

Incentivized

April 26, 2025

Use Cases and Deployment Scope

We use BeyondTrust Remote Support in our organization to assist our customers with technical support issues and for remediating malware from their sytems. In addition, we are able to use the software across multiple operating systems which was a detriment of our previous sofware. I really enjoy the reporting and administration features and the willingness for BeyondTrust Remote Support own support and product teams to go above and beyond for their customers. We had an issue a few weeks back that required escalated handling and the service team was just amazing. Thanks for making our team more efficient and helpful to our customers.

Pros

They empower our service desk
Utilities within the software all work as designed
Complete remote solution for our business

Cons

Connecting to mac devices can sometimes be challenging

Likelihood to Recommend

In our line of work, the ability to provide a seamless and fast forward approach to support is important. It reflects positively on our support staff and teams when we can resolve issues quickly and effectively whether that's on servers, workstations, mobile devices etc. We have found the software to not be as beneficial on Linux Servers.

Rob Cepelak

Sr Manager of Technical Support in Information Technology at Webroot (Computer Software, 201-500 employees)

Vetted Review

2 years of experience

BeyondTrust - Bomgar is #1

Rating: 10 out of 10

Incentivized

September 20, 2024

Use Cases and Deployment Scope

BeyondTrust Remote Support, known as Bomgar, has been a money-saving lifesaver over the past 12 years. It pays for itself every week, reducing on-site visits to minimal physical issues. Returning to pinned clients takes just a couple of clicks. Representative's security options can be configured as restrictive or generous for your application.

Pros

Easily connects to remote clients.
Ability to totally control a client's computer.
Ability to see the client's full screen as your own.

Cons

Rep Security profiles have way too many options and are not intuitive to set up.
In my opinion, at least three rep profiles (very restrictive, primary, admin) should be built and ready to use.
Their in-house support used to be awesome but now seems grossly understaffed.

Likelihood to Recommend

My area includes two states and eleven counties I serve from 2000 miles away. With two clicks, I am into any company computer and can easily fix whatever needs fixing. Bomgar has been a G-dsend for me! I have no experience where it has not been the appropriate tool for me, except, of course, where the problem was connectivity (telco) because one cannot remotely fix what one cannot remotely connect to.

Verified User

Manager in Information Technology (Retail company, 201-500 employees)

Vetted Review

12 years of experience

BeyondTrust Remote Support sets the standard for remote support user endpoints and devices

Rating: 10 out of 10

Incentivized

September 11, 2024

Use Cases and Deployment Scope

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.

Verified User

Technician in Information Technology (Industrial Automation company, 201-500 employees)

Vetted Review

6 years of experience

Happy Remote Support Experience!

Rating: 10 out of 10

Incentivized

June 22, 2024

Use Cases and Deployment Scope

We use Remote Support for our Ops team to be to have remote access to our end user machines and servers. This allows us to remotely fix issues for users on site and remote as well as troubleshoot issues with our servers.

Pros

Fast connection
Display scaling
User chat

Cons

At this time, there's nothing I would change about RS.

Likelihood to Recommend

If you need remote access to your end points, remote support is your answer. It's relatively low in cost, installs and updates are easy to complete, and the end point only requires an internet connection for access.

Verified User

Administrator in Information Technology (Environmental Services company, 501-1000 employees)

Vetted Review

5 years of experience

Bomgar now BeyondTrust is awesome and great product for all organizations!

Rating: 9 out of 10

Incentivized

April 9, 2021

Use Cases and Deployment Scope

We have a ton of servers and in order to manage them properly we use [BeyondTrust Remote Support (Legacy)] remote support. It is currently used by our system teams including our technical services team who help support our business applications. We are able to better manage access across the organization as well multiple devices and environments

Pros

Customer Service
Centrally manage and secure remote access
Manageable Cost
Multi apps and devices

Cons

Mobile Apps needs improvement
More Automation
Having more Chat options/features
Resource files are huge and take up a lot of space

Likelihood to Recommend

[BeyondTrust Remote Support (Legacy)] is great for an organization who has has a large infrastructure and multiple users to manage. If you have several thousands endpoints, mobile devices and support is critical , this is the best option to go with. It helps with immediate or rapid support from our team to our end users. Because we are able to have this be a solution we can deploy across campus, it works very well.

Verified User

Manager in Engineering (Hospitality company, 51-200 employees)

Vetted Review

1 year of experience

Bomgar is the Bomb!

Rating: 10 out of 10

Incentivized

September 24, 2020

Use Cases and Deployment Scope

Our department recently got licenses for Bomgar from our central Office of Information Technology (OIT) and it has been extremely helpful in providing remote support to our users while working from home. It allows easy elevation of privileges so we can do admin functions on the users' computers remotely.

Pros

Easy to use both on Mac and Windows.
Users of all skill levels have had no issues connecting with support staff.
Invaluable resource for tech support working remotely.

Cons

Voice chat with the user would be helpful so we could talk about the issue verbally rather than just through chat.
There are some issues elevating privileges when connecting to Windows computers from a Mac.

Likelihood to Recommend

In this era of working from home during the pandemic, Bomgar has been the perfect solution in connecting to users to assist them with their tech support needs. With both the tech support and our users working remotely we have been able to provide our full support to our users without anyone having to go into the office. Even after we return to the office we plan on continuing to use Bomgar to provide support so we can maintain social distancing. Even before the pandemic our campus tech support used this resource widely to support users all across campus. It is a wonderful product and I would highly recommend it to anyone considering a remote support tool.

Connie Inman

Sr. IT Technologist in Information Technology at University of Tennessee Libraries (Higher Education, 201-500 employees)

Vetted Review

1 year of experience

Saved my bacon

Rating: 9 out of 10

Incentivized

June 24, 2020

Use Cases and Deployment Scope

We absolutely love Bomgar, or I guess now BeyondTrust Remote Support. It makes my job possible from almost anywhere. I can support someone even riding down the road from a laptop or cellphone. I have even worked while wading around in the ocean. Without it, we would be stuck with a much less secure option to provide remote support.

Pros

Ease of use
Good interface
Mobile app really comes in handy
I love the ability to use it without a download from any computer

Cons

Mobile app has some issues at times

Likelihood to Recommend

Remote support has been a life saver. With our previous remote support products we had, our president was unable to be helped when he would have issues. It wasn't always, but it wasn't reliable enough. Now since we have gone with BeyondTrust, I don't have those worries anymore. Even if something happened and a computer lost its way, or never had a path to us, you can point them to our portal to get support.

Jack White

System Administrator in Information Technology at Stribling Equipment Llc (Retail, 201-500 employees)

Vetted Review

6 years of experience

View profile

BeyondTrust Remote Support Review

Rating: 10 out of 10

Incentivized

October 12, 2019

Use Cases and Deployment Scope

We are currently using BeyondTrust to remotely control 200 endpoints. With a wide variety of tools that can be used during the remote session, this is a great remote tool.

Pros

Reliability.
It offers a wide variety of tools.
Connectivity.
Reporting.

Cons

System description.
More chat features.
Delay time when starting a session.

Likelihood to Recommend

It's well suited for Office use. Very useful when you have remote locations, this allows you to connect to machines from anywhere.

I would not use this in an environment with less than 50 machines in one office.

Steven Fisher

Systems Analyst in Information Technology at InVision Human Services (Non-Profit Organization Management, 201-500 employees)

Vetted Review

2 years of experience

Best in class!

Rating: 9 out of 10

Incentivized

October 1, 2019

Use Cases and Deployment Scope

We use it for remote support for PC, VDI and mobile devices. It saves us time to control these devices remotely to optimize and speed up the troubleshooting processes.