BeyondTrust Remote Support

Score8.9 out of 10

226 Reviews and Ratings

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.

BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of their cloud deployment gives users cloud without compromise.

With BeyondTrust, users can support all of their systems over the web, even if they are behind firewalls they don't control. The vendor’s value proposition is that their solution enables support teams to reduce the amount of time spent on incident handling since it is done via one solution. Technicians can support remote computers running Windows, Mac, and Linux … or mobile devices running Android, iOS, or BlackBerry. Additionally, they can offer support from their preferred device, even if it's an Android tablet or iPad.

Categories & Use Cases

Instant message
Ability for administrator to communicate via instant message with remote user.
Category average: 8.6
Session record
Ability to record session for training purposes.
Category average: 8.6
File transfer
Securely exchange files with remote computer without having to use email or FTP.
Category average: 8.7

Annotations
Ability to markup and highlight end user’s screen to provide visual clues or to highlight areas.
Category average: 7.7
Access to sleeping/powered-off computers
Remote access and troubleshooting of out-of-band computers.
Category average: 7.7

Itumeleng Thekiso View profile

IT Support Specialist II in Information Technology at Fortna Inc (1001-5000 employees employees)

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.

Usability

Rob Cepelak

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

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

Return on Investment

this software has provided a positive impact because you dont have to be an expert to get started
With the ability to use the sofware for collaboration, we've been able to retire one of our old collab softwares saving us money

Usability

Alternatives Considered

TeamViewer and LogMeIn Rescue

Other Software Used

Microsoft Teams, OpenText Core Share, OpenText ALM Octane

Vikram Gadhave View profile

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

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.

Return on Investment

It is good and helping various department to use single platform.

Usability

Alternatives Considered

AnyDesk and TeamViewer

Other Software Used

Microsoft Power BI, AnyDesk

Gadi Ben-Avi View profile

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

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.

Return on Investment

It lets the helpdesk to their job, sometimes remotely.
It allows suppliers to provide help without coming to our site.

Usability

Other Software Used

CA SYSVIEW Performance Management

Verified User

Technician in Information Technology (201-500 employees employees)

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

Return on Investment

RemoteSupport saves $1000s over the year in speeding up tasks and reducing time depleted from end users
BeyondTrust doesn't wait 24 hours between responses if you have a ticket open and they're not afraid to connect and look at the issue directly

Usability

Alternatives Considered

ManageEngine Endpoint Central

Other Software Used

Automox, Ivanti Endpoint Manager, Ivanti LANDESK Service Desk (discontinued), Splashtop, LogMeIn Rescue by GoTo

LogMeIn Resolve

LogMeIn Rescue

TeamViewer

SolarWinds Dameware Remote Support (DRS)

BeyondTrust Remote Support

What is BeyondTrust Remote Support?

Categories & Use Cases

Key Features

Top Performing Features

Instant message

Session record

File transfer

Areas for Improvement

Annotations

Access to sleeping/powered-off computers

Reviews

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