#1 most frequent
United States of America
78.5%1,374 installations of 1,750
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.
Categories & Use Cases
Product Demos
Top Performing Features
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
Annotations
Ability to markup and highlight end user’s screen to provide visual clues or to highlight areas.
Category average: 7.7
Areas for Improvement
File transfer
Securely exchange files with remote computer without having to use email or FTP.
Category average: 8.7
Access to sleeping/powered-off computers
Remote access and troubleshooting of out-of-band computers.
Category average: 7.7
Who Buys & Uses BeyondTrust Remote Support
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
4.7%83 installations of 1,750
#3 most frequent
Canada
3.4%60 installations of 1,750
You cannot go wrong with BeyondTrust Remote Support
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
Very Secure Remote Tool
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
Beyond trust user from last 4 year.
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
BeyondTrust Remote Support.
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
BeyondTrust Remote Support sets the standard for remote support user endpoints and devices
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
