Overview
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.…
Happy Remote Support Experience!
TrustRadius Insights
Very robust
Need help? We're there in a flash!
Bomgar now BeyondTrust is awesome and great product for all organizations!
Bomgar is the Bomb!
Saved my bacon
BeyondTrust Remote Support - One of Our Best Purchase Decisions
BeyondTrust (Bomgar) Remote Support Tool Review
BeyondTrust Remote Support Review
Best in class!
BeyondTrust allows for amazing remote sessions
BeyondTrust is great to work with
Great, professional looking remote support with some limitations
Bomgar Remote Support Software Review
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Session record (39)10.0100%
- Instant message (47)10.0100%
- File transfer (46)10.0100%
- Annotations (32)9.090%
Reviewer Pros & Cons
Pricing
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…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo
Cherwell CSM + Remote Support
Features
Remote Administration
Remote administration software is used to control a computer from a remote location.
- 10File transfer(46) Ratings
Securely exchange files with remote computer without having to use email or FTP.
- 10Instant message(47) Ratings
Ability for administrator to communicate via instant message with remote user.
- 8.1Access to sleeping/powered-off computers(28) Ratings
Remote access and troubleshooting of out-of-band computers.
- 10Session record(39) Ratings
Ability to record session for training purposes.
- 9Annotations(32) Ratings
Ability to markup and highlight end user’s screen to provide visual clues or to highlight areas.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
BeyondTrust Remote Support Features
Remote Administration Features
- Supported: File transfer
- Supported: Instant message
- Supported: Access to sleeping/powered-off computers
- Supported: Session record
- Supported: Annotations
BeyondTrust Remote Support Integrations
BeyondTrust Remote Support Competitors
BeyondTrust Remote Support Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux, Mac |
Mobile Application | Apple iOS, Android |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(216)Community Insights
- Business Problems Solved
- Recommendations
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.
Users commonly recommend Bomgar for its robustness and versatility across multiple devices. They suggest using Bomgar for desktop support and remote access, as well as for easy-to-use remote support and customer service. Users also recommend trying out Bomgar's trial version and seeking feedback from experienced users to get a better understanding of the product. They praise Bomgar as a reliable and secure remote support tool with extensive experience and innovation in the field. In addition, users highly recommend Bomgar for its user-friendly interface and secure remote connections. They emphasize the importance of proper training and implementation before deploying Bomgar for remote support of user machines. Users find Bomgar particularly useful for low bandwidth connections, thanks to its directory of computers and web portal.
Furthermore, users express satisfaction with Bomgar's support features as they alleviate frustration and increase customer confidence. They appreciate its all-in-one tools for diagnostics, repairs, backups, and more. Responsive remote support is highlighted as another positive aspect of Bomgar, along with its reputation as a secure product that can be relied on. Users highly recommend Bomgar for its excellent features and expandability, citing increased staff productivity as one of the potential benefits. Comparing it to other remote support tools like GoToMeeting and TeamViewer, users believe Bomgar stands out in terms of user-friendliness and top-notch security.
BeyondTrust Remote Support is also mentioned positively as an efficient tool for addressing customer needs remotely. However, some users recommend trying other solutions before settling on BeyondTrust Remote Support. Overall, users think Bomgar is an excellent product that offers secure screen sharing, straight-to-the-point functionality, and suitability for remote access support.
Despite some concerns about high yearly maintenance costs, users still recommend Bomgar for its security features, multi-OS support, and usability for support teams in terms of screen sharing and remote administration. Additionally, users appreciate the outstanding qualities of the software in terms of performance, making it their preferred choice over other remote solutions. They advise others to take advantage of the demo and training provided by Bomgar, which adds to the positive experience of remote support and ease of use for phone remote connection and management. Users also consider the support provided during installation, setup, and customization as praise-worthy.
Attribute Ratings
- 10Likelihood to Renew63 ratings
- 8.8Availability9 ratings
- 8.4Performance7 ratings
- 9Usability25 ratings
- 9.7Support Rating28 ratings
- 8.8Online Training3 ratings
- 9.1In-Person Training1 rating
- 10Implementation Rating13 ratings
- 8.2Configurability2 ratings
- 9.1Product Scalability5 ratings
- 9.1Ease of integration1 rating
- 9.1Vendor pre-sale2 ratings
- 9.1Vendor post-sale2 ratings
Reviews
(1-25 of 108)- Quickly connects to remote PC/Mac
- Access and moves files between user and support tech
- Saves endless hours as I seldom need to send someone to a site
- Honestly cannot think of one. BeyondTrust Remote Support is already awesome.
Happy Remote Support Experience!
- Fast connection
- Display scaling
- User chat
- At this time, there's nothing I would change about RS.
Very robust
- Very robust
- Excellent product support
- Professional services/onboarding team
- Support for IOS
- Cost
Need help? We're there in a flash!
- Allows easy access
- Easy for customer/client to understand
- No separate website for anyone to navigate
- There's always room for improvement, right?
- Customer Service
- Centrally manage and secure remote access
- Manageable Cost
- Multi apps and devices
- Mobile Apps needs improvement
- More Automation
- Having more Chat options/features
- Resource files are huge and take up a lot of space
Bomgar is the Bomb!
- 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.
- 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.
Saved my bacon
- Ease of use
- Good interface
- Mobile app really comes in handy
- I love the ability to use it without a download from any computer
- Mobile app has some issues at times
BeyondTrust Remote Support - One of Our Best Purchase Decisions
- 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.
- I would like for the audio from a connected device to be accessed for troubleshooting.
- Product is more expensive than competing products.
BeyondTrust (Bomgar) Remote Support Tool Review
- Security.
- User-friendly.
- Robust options when deploying to computers.
- Admin management.
- Automation.
- LDAP issues.
BeyondTrust Remote Support Review
- Reliability.
- It offers a wide variety of tools.
- Connectivity.
- Reporting.
- System description.
- More chat features.
- Delay time when starting a session.
I would not use this in an environment with less than 50 machines in one office.
Best in class!
- Remote control of devices.
- Information gathering of said devices.
- Ease of use for users to connect to us.
- Installation and upgrades.
BeyondTrust allows for amazing remote sessions
- 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.
- None.
BeyondTrust is great to work with
- Ease of management.
- User-friendly.
- Easy to deploy.
- Ability to swap screen sharing.
- Better chat session functionality.
- Support Sessions are easy to set up
- Configuration was simple
- Upgrades are easily implemented
- Un-attended remote sessions are not possible without paying for extra tools
- Client upgrades can be finicky
Bomgar Remote Support Software Review
- Easy connection.
- Admin support.
- Option for a great report with the survey.
- Bigger screen resolution.
- Mobile phone support - it could be in play already I just don't use it.
- Can't think of a third.
Not suited - Assisting with a video call like Skype, because I can't hear the volume.
Rockin IT with Bomgar
- Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this.
- Scripting reduces the time to deploy software
- One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable.
- Cannot use multiple resource files in a script and not enough space for storing the resource files.
It's not Marmite (everyone loves it)
- Brings many remote support tools into one location making it easier to use for for both our less experienced technicians and our technical experts.
- The reporting features of Bomgar, in particular session recording is a great tool to record complex issues.
- Canned Scripts are excellent for reducing the time to deploy various utilities and software.
- I would like to see the ability for individual canned scripts to be able to use more than one resource file.
- I would like to see a 'wysiwyg' editor for the Public Site Web Template (in addition to the html editor).
- I would like to have more space for canned script resource files.
Bomgar, now BeyondTrust, provides easy remote support
- Support from anywhere.
- Support for any platform.
- Support to anywhere.
- The one functionality that was missing, being able to blank the end user's screen while working on it, has been added back in the most current release. I have no complaints now.
BeyondTrust Remote Support
- Remote support service.
- File sharing.
- Desktop and screen sharing.
- None that I can tell.
Will this remote connection tool "blow your mind"?
- Bomgar allows us to take control of a computer remotely using a website.
- Users can access the website from anywhere.
- We are able to elevate rights and use admin credentials if needed through to the Bomgar console.
- Entering admin credentials through the console is not always very easy.
- It can be difficult to get users to navigate to the correct Bomgar webpage.
- Switching monitors for users who use multiple screens is not very easy.
****Great application for remote help for all types of users****
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.
- 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.
- 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.
Ease of use
- Security and user confirmation for accepting screen share
- Char and sharing files
- Latency is next to none
- Refresh button gone in latest update
- Make it easier to remove the sidebar completely
- Integration with more of our tools
Bomgar Secure remote support tool is tops
- SAML authentication works perfectly enabling us to set up members in workgroups to provide secure access
- Reporting: Detailed usage by techs on all the remote sessions they performed each month
- Integration with ServiceNow is a feature we are excited to implement later this year
- Reporting is limited to a set number of past days and requires an additional purchase to retain data long-term
- Chat support needs to be able to be set for certain hours within the system
- Allows groups to be set up and limit system access by the group.
- Ability to wake system at remote locations if one system with the client loaded is running at the remote location.
- Ability have multiple users log into one remote system.
- Ability to transfer access to another user.
- Web browser access to support agents devices when the application is not available.
- System is difficult to set up initially without assistance from Bomgar support.
- System remote access can only be limited by groups not per user.
- Sometimes difficult to find options when administering the system.
Screen share means faster resolution means higher CSAT means higher renewal rate and higher bonus
- Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session.
- As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too.
- The surveys from screen sharing give us another insight into the customer health.
- The reporting is a bit cumbersome. Having to cross reference the three reports before we can associate with CRM information.