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

12 Reviews

Small Businesses (1-50 employees)

Great for Remote support

Rating: 7 out of 10

Incentivized

May 24, 2018

Use Cases and Deployment Scope

Allows me to connect with other people outside of my office and I can help them. We've offered our own services through mobile devices to people in need.

Pros

I like how Bomgar gives me and my team the ability for remote support to any system or mobile device, anywhere
We can connect quickly to remote PCs and devices, see the screen and control the device, and have support whether we are on or off the network.
We have support whether we are on or off the network.

Cons

I would say the thing I like the thing I like the least about this software is the price
Using Bomgar when a system is infected with malware is challenging.
If you leave it open long enough without actively using it, there is this annoying pop up that appears.

Likelihood to Recommend

Great for real-time IT support

Verified User

Administrative Assistant in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Great, easy software!

Rating: 10 out of 10

Incentivized

December 12, 2017

Use Cases and Deployment Scope

I use the software to securely remote into a client's environment.

Pros

Transferring files from one environment to another
Ease of use
Fast

Cons

Sensitivity to wifi

Likelihood to Recommend

The software is easy to use and doesn't take long to connect. I haven't used it with multiple users at one time so I am not sure how suited it is for that.

Verified User

Vice-President in Customer Service (Computer Software company, 1-10 employees)

Vetted Review

3 years of experience

Bomgar - A key to our success for the last decade

Rating: 9 out of 10

Incentivized

July 6, 2017

Use Cases and Deployment Scope

We use Bomgar Remote Support to provide our techs remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy to use interface allows for use with almost zero training. The ability to share a remote session or hand off sessions between reps is very nice. The rep client can be a little buggy sometimes but overall it works consistently.

Pros

Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.

Cons

The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
The rep client software can be a little buggy. Some times it crashes or locks up when using it.
The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.

Likelihood to Recommend

[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.

Patrick Cranston

President, Cranston IT in Information Technology at FileMaker Inc., an Apple subsidiary (Information Technology and Services, 1-10 employees)

Vetted Review

10 years of experience

View profile

Bomgar is the Bomb!

Rating: 10 out of 10

June 19, 2015

Use Cases and Deployment Scope

We use Bomgar for supporting our clients with our customized Bomgar buttons. We also use Bomgar pin clients for our in-house servers and work stations. We also have a customized support portal where our clients can go and seek remote support for the staff who is online.

Pros

Canned messages make a great tool for users that need to have some questions answered and would rather not pick up the phone to call us.
The canned scripts make it very useful when installing applications or patches for our users and it goes much quicker than downloading from our other websites.
The file store is always a good thing to have, that way we can add our software and other types of software where we can go directly to the source for download.

Cons

I wish the file store could be password protected.
Some better training.

Likelihood to Recommend

We added the Bomgar button to our file store and we can always tell our customer to go there and download it, then we can connect to them using a session key.

Jeff Bachus

Support Analyst in Information Technology at COPsync, Inc. (Law Enforcement, 11-50 employees)

Vetted Review

6 years of experience

View profile

Bomgar, the best choice in remote support

Rating: 9 out of 10

December 2, 2014

Use Cases and Deployment Scope

Bomgar is being used to supplement our IT support offering. We use it to address issues on equipment that resides out of the office, on another floor, or across the room. Bomgar is used to remotely control user machines, but also to just view what the user is doing on screen while we walk them through steps over the phone.

Pros

Remote Control
Chat
Kbox integration

Cons

Update process

Likelihood to Recommend

Cost could be a factor for some nonprofit organizations.

Or Cingilli

Director of Technology in Information Technology at The Maclellan Foundation (Philanthropy, 11-50 employees)

Vetted Review

3 years of experience

Bomgar the best product around!

Rating: 10 out of 10

August 13, 2014

Use Cases and Deployment Scope

Bomgar is being used across the whole business and is used to help support our clients when we cannot go onsite or can fix an issue remotely.

Pros

Remote Support is awesome
Pinned stations let you get to machines without people sitting in front of them.
Bomgar Mobile is great I can remote into a computer or server from anywhere I am using my smartphone.

Cons

I don't see anything that is needed - it does what we need.

Likelihood to Recommend

Only situation is when a machine is down and cannot come up due to hardware failure

Verified User

Consultant in Information Technology (Computer Networking company, 1-10 employees)

Vetted Review

6 years of experience

The Only Tool That Meets Our Needs

Rating: 10 out of 10

August 6, 2014

Use Cases and Deployment Scope

We use Bomgar to provide remote IT support to our clients across the nation. Bomgar has allowed us to be a successful managed support provider.

Pros

Recorded Sessions: Allows us to review our technicians work and protects us from false accusations.
File Sharing: Allows our technicians to easily share files with our customers when necessary.
Desktop Support: The remote support tools far exceed any other solution we have utilized in the past. We haven't found anything this software can't do.

Cons

I would like to be able to access "Pinned" sessions more quickly. Sometimes connecting to a workstation takes several seconds and we would prefer it be more instant.
I would like to be able to connect anonymously when we need to.

Likelihood to Recommend

I can only speak for remote support as that is the only way we are currently utilizing the software. We haven't gotten into the presentation aspects of the software. With that said, the software contains everything a growing or enterprise support company could need.

Justin Critton

Support Manager in Information Technology at Centrada Solutions (Information Technology and Services, 11-50 employees)

Vetted Review

2 years of experience

Bomgar Makes Our Business Run Faster, Work Harder

Rating: 10 out of 10

July 9, 2014

Use Cases and Deployment Scope

Bomgar is used for implementation, training, and support of our own software programs and accompanying hardware devices. We generally begin all new implementations by pulling client data over to our company intranet. We then use the Bomgar connection to run training sessions and complete the implementation process. Our customers contact us for assistance at times, and it helps to have Bomgar on hand to share their screen while troubleshooting. Bomgar is also used by our salespeople for giving demonstrations of our programs to potential clients.

Pros

Bomgar provides numerous options for gathering data on connected devices. Our technicians are able to get as much or little system information as they need, which is extremely helpful when troubleshooting.
Bomgar offers data transfer options. This is a big deal for support, as it allows us to pass documentation or pull over faulty program components for repair.
Bomgar handles bandwidth limitations very well. The technician is able to increase or reduce bandwidth usage in order to sacrifice graphic speed for usability. For many of our clients, providing support would not be as simple if we did not have this option.

Cons

Upgrading the firmware/software on a Bomgar appliance can be time consuming. Fortunately it doesn't have to happen very often (maybe once a month or so).

Likelihood to Recommend

Bomgar has done a very good job of creating a product that scales well. When we first started out, we only had two licenses, and that was enough for our small company. As we've grown, we've been able to purchase additional licenses for additional employees. I know that some companies with hundreds of employees are getting the same quality experience as our small, ~25 employee company is now.

Ryan Pollard

Product Manager in Product Management at The CLM Group (Computer Software, 11-50 employees)

Vetted Review

9 years of experience

Great Product for Enterprise Remote Support

Rating: 10 out of 10

July 1, 2014

Use Cases and Deployment Scope

Bomgar is used by whole organization, we are using it to support our customers around the world. We reduced our onsite IT support visits around 70% with Bomgar. As we are an IT consultancy company, we sold Bomgar to many customers, like ministries, educational institutions, health, finance and hospitality organizations. All of them have given very positive feedback. It is a great device for remote support services.

Pros

Operating System Independent support
Access anytime, anywhere, from any operating system or smartphone and tablet
Secure way to provide and to get remote support
Make life easier for IT professionals

Cons

To be honest, didn't find any weakness for now, each update is enhancing Bomgar functionalities

Likelihood to Recommend

Bomgar is an appliance which is needed by every IT department or any IT related support and service department.

Umair Jallani

Asst Manager Technical in Information Technology at Whitehats (Information Technology and Services, 11-50 employees)

Vetted Review

Reseller

10 years of experience

Bomgar! IT Sanity Saver

Rating: 10 out of 10

May 28, 2014

Use Cases and Deployment Scope

Here at FPICN we use Bomgar for aiding in the use of our proprietary software for our end users. This is done in multiple locations in a single state. I also utilize jump clients for unattended sessions to test programs and functions remotely with computers off site.

Pros

I love Jump Clients. Keeps me from bugging my tech friends at home or at work when I need to test things from the outside.
Being able to have sessions sharing is awesome as we can see in real-time the errors that our users are getting.

Cons

I have had trouble getting the Presentations to work right, but I have attended Bomgar presentations.

Likelihood to Recommend

Unless you need 24/7 support and/or for multiple locations, Bomgar may not be for you. It is great for us as we are a 24 hour Emergency Service with 3 locations.

Crystal Patterson

Systems Application Manager in Information Technology at Florida Poison Information Center Network Data Center (Higher Education, 11-50 employees)

Vetted Review

10 years of experience

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Bomgar - A key to our success for the last decade

Rating: 9 out of 10

Incentivized

July 6, 2017

Use Cases and Deployment Scope

Pros

Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.

Cons

The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
The rep client software can be a little buggy. Some times it crashes or locks up when using it.
The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.

Likelihood to Recommend

Patrick Cranston

President, Cranston IT in Information Technology at FileMaker Inc., an Apple subsidiary (Information Technology and Services, 1-10 employees)

Vetted Review

10 years of experience

View profile