Top Rated
1145 Ratings
204 Ratings
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Score 8.8 out of 100
Top Rated
1145 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • BeyondTrust Remote Support ranks higher in 1 feature set: Remote Administration

Remote Administration

9.2

BeyondTrust Remote Support

92%
8.3

ConnectWise Control

83%
BeyondTrust Remote Support ranks higher in 14/14 features

Screen sharing

9.6
96%
48 Ratings
9.5
95%
584 Ratings

File transfer

8.9
89%
45 Ratings
8.4
84%
557 Ratings

Instant message

8.5
85%
46 Ratings
8.1
81%
491 Ratings

Secure remote access with Smart Card authentication

9.0
90%
11 Ratings
7.6
76%
73 Ratings

Access to sleeping/powered-off computers

9.5
95%
27 Ratings
6.3
63%
303 Ratings

Over-the-Internet remote session

9.6
96%
48 Ratings
9.4
94%
590 Ratings

Initiate remote control from mobile

9.0
90%
34 Ratings
7.3
73%
381 Ratings

Remote management of servers & workstations

9.5
95%
34 Ratings
9.3
93%
506 Ratings

Remote Active Directory® management

9.4
94%
18 Ratings
8.9
89%
167 Ratings

Centralized management dashboard

9.7
97%
27 Ratings
9.0
90%
470 Ratings

Session record

9.4
94%
39 Ratings
8.3
83%
309 Ratings

Annotations

9.5
95%
31 Ratings
7.9
79%
258 Ratings

Monitoring and Alerts

9.0
90%
23 Ratings
6.8
68%
181 Ratings

Multi-platform remote control

8.9
89%
36 Ratings
8.9
89%
390 Ratings

Attribute Ratings

  • BeyondTrust Remote Support is rated higher in 3 areas: Support Rating, Online Training, Vendor pre-sale
  • ConnectWise Control is rated higher in 7 areas: Likelihood to Recommend, Usability, Availability, Performance, Configurability, Product Scalability, Vendor post-sale
  • BeyondTrust Remote Support and ConnectWise Control are tied in 2 areas: Likelihood to Renew, Implementation Rating

Likelihood to Recommend

8.6

BeyondTrust Remote Support

86%
107 Ratings
9.0

ConnectWise Control

90%
614 Ratings

Likelihood to Renew

10.0

BeyondTrust Remote Support

100%
63 Ratings
10.0

ConnectWise Control

100%
39 Ratings

Usability

9.0

BeyondTrust Remote Support

90%
25 Ratings
9.3

ConnectWise Control

93%
43 Ratings

Availability

8.8

BeyondTrust Remote Support

88%
18 Ratings
10.0

ConnectWise Control

100%
9 Ratings

Performance

8.4

BeyondTrust Remote Support

84%
14 Ratings
10.0

ConnectWise Control

100%
17 Ratings

Support Rating

9.7

BeyondTrust Remote Support

97%
54 Ratings
7.8

ConnectWise Control

78%
112 Ratings

In-Person Training

9.1

BeyondTrust Remote Support

91%
1 Rating

ConnectWise Control

N/A
0 Ratings

Online Training

8.8

BeyondTrust Remote Support

88%
3 Ratings
7.5

ConnectWise Control

75%
24 Ratings

Implementation Rating

10.0

BeyondTrust Remote Support

100%
39 Ratings
10.0

ConnectWise Control

100%
40 Ratings

Configurability

8.2

BeyondTrust Remote Support

82%
2 Ratings
10.0

ConnectWise Control

100%
5 Ratings

Ease of integration

9.1

BeyondTrust Remote Support

91%
1 Rating

ConnectWise Control

N/A
0 Ratings

Product Scalability

9.1

BeyondTrust Remote Support

91%
5 Ratings
10.0

ConnectWise Control

100%
17 Ratings

Vendor post-sale

9.1

BeyondTrust Remote Support

91%
2 Ratings
10.0

ConnectWise Control

100%
4 Ratings

Vendor pre-sale

9.1

BeyondTrust Remote Support

91%
2 Ratings
5.0

ConnectWise Control

50%
4 Ratings

Likelihood to Recommend

BeyondTrust

I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.
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ConnectWise

We often need to create an ad-hoc session with a device that is not under our management. We find ourselves doing this more than ever in the COVID world. Many people are working from home on personal machines with their employer, our client's permission and we are facilitating more support for these personal machines. Connectwise Control [(formerly ScreenConnect)] gives us a robust resource to control the device, navigate anywhere we need, execute various commands, and engage in an on-screen chat with the client. The session is very simple to create and very user-friendly to initiate. We do not recommend it for Android, Apple, or Chromebook applications. There is little to no support for these platforms.
Read full review

Pros

BeyondTrust

  • Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
  • Remote access to the end point as long as they have internet access.
  • Administration, permissions in the setup are easy to follow, creating jump groups, policies.
Read full review

ConnectWise

  • The interface is easy to use and makes sense. It's easy to understand how to organize a large number of machines involving multiple clients. But, it's also applicable for smaller set of machines too.
  • The connection speed is very quick. I've used solutions in the past that take a variable amount of time to connect, or they just take a long time every time. Control is quick every time. It doesn't get in the way of being able to support the machines on the other end.
  • The connections are reliable. I haven't experienced random disconnects throughout hundreds of instances. It was a breath of fresh air coming from the previous solution we used. I consider Control a gold standard for what a great remote connection solution can be.
Read full review

Cons

BeyondTrust

  • 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.
Read full review

ConnectWise

  • I'd like to see the ability to selectively log off the remote machine via a button on the toolbar. Currently it's a setting to always lock on disconnect, or never lock on disconnect, requiring the tech to manually lock the machine if called for at the end of a session. Its a small time save that would add up!
  • The chat feature could be expanded to be a lot more useful. Allowing clients to start conversations, and have conversations ping an email address if no one is monitoring the dashboard would be extremely valuable.
  • Some clarity on licensing when providing host-passes to guest technicians would be a boon, especially for one-off support sessions with vendors.
Read full review

Pricing Details

BeyondTrust Remote Support

Starting Price

$0

Editions & Modules

BeyondTrust Remote Support editions and modules pricing
EditionModules
Bomgar Connect$49/mo per license1

Footnotes

  1. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

ConnectWise Control

Starting Price

Editions & Modules

ConnectWise Control editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    BeyondTrust

    We have many reasons to keep our Bomgar. Security is one of the biggest reasons. Not only is Bomgar one of the most secure means to connect remotely, it also records everything you do so there is no question as to what is going on or who is doing it. If an end user has a complaint, you have the tools to validate which party did what and when.
    Read full review

    ConnectWise

    I would recommend this product for both internal remote control of end user workstations and remote access to other clients over the internet. It provides a secure and feature rich product that allows me to complete any necessary tasks without ever leaving the office. I will continue to renew as I'm eager to see what they do next. I would however wish the cloud service had a better API to work in conjunction with team collaboration or chat services to make it easier to connect with end users who use multiple workstations. (Slack or Stride provide this functionality)
    Read full review

    Usability

    BeyondTrust

    Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
    Read full review

    ConnectWise

    On the whole SC is a very powerful tool that is a vital part of the IT service arsenal. On-site visits are an "emergency" only type of scenario. Just "showing your face" is not winning any browny points for me. If my client sees my face, it's usually just to upgrade hardware or to deal other aspects of business. SC provides me and my client the bulk of the info I need to get projects done.
    Read full review

    Reliability and Availability

    BeyondTrust

    The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
    Read full review

    ConnectWise

    In my 5 years of using the product, I am only aware of one time when the service was down and is was due to a backbone outage upstream.
    Read full review

    Performance

    BeyondTrust

    There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.
    Read full review

    ConnectWise

    It performs well. It also has full control over windows security and does not get hung up like GoToMeeting when trying to install remote software at the prompt to install as admin / override. I have used TeamViewer, WebEx, LogMeIn and GoToMeeting. This is by far the best at spontaneous, remote control. It is also very easy to get a novice user connected to the session.
    Read full review

    Support Rating

    BeyondTrust

    The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable
    Read full review

    ConnectWise

    There have been two times when something has went wrong and I needed immediate assistance in order to be able to use Screenconnect to be able to help clients and response has not been immediate. The response time has been within 24 hours. Both times if there had been easier to navigate self help I would have been able to help myself. With better self help and a speedier response it would definitely be a 10 as they always respond and help. Just a little more difficult or slow than it should be at times
    Read full review

    In-Person Training

    BeyondTrust

    we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
    Read full review

    ConnectWise

    No answers on this topic

    Online Training

    BeyondTrust

    Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
    Read full review

    ConnectWise

    I find ScreenConnect to be very simple and effective overall, with the main problem being that a number of my clients can't download the app due to existing firewalls and so on. Otherwise it does its job well, and I'm happy with it.
    Read full review

    Implementation Rating

    BeyondTrust

    It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first
    Read full review

    ConnectWise

    ConnectWise has done everything they could to help us in any situation. Great support team and their new updates are always providing features that we need. Its a simple solution that works the way we need it to. Their legacy pricing model is still much better than their subscription based model however it is still fair pricing
    Read full review

    Alternatives Considered

    BeyondTrust

    Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when employees have issues with passwords or registration and they need a little assistance. And [BeyondTrust Remote Support (Legacy)] works across many platforms and devices. We have also used GoToAssist in the past and Log Me In, but this is the best
    Read full review

    ConnectWise

    I have worked with Citrix, AnyDesk, LogMeIn, VNC Connect, and many others. I ultimately installed ConnectWise as a self-hosted solution, based on the incredible list of features and capabilities, and the pricing at the time. I continue to use the product as it is still one of the best solutions out there and is certainly capable of growing and expanding to meet the needs of my business.
    Read full review

    Scalability

    BeyondTrust

    Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.
    Read full review

    ConnectWise

    This is a great product and works whether you have 5 devices or you have 1000 devices. I love the extra features like being able to restart and get back on the remote computer. It also very easy to use and is very secure. I would recommend this to anyone doing remote support.
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    Return on Investment

    BeyondTrust

    • Feedback from customer surveys indicate the customers are very happy and impressed with the solution.
    • Efficiency is increased with more incidents and requests being completed from the desk rather than visiting.
    • Faster resolution of incidents where the users is out of the office. Typically these would need to wait until they were in the office, now we can remote control and resolve via an internet connection.
    Read full review

    ConnectWise

    • Instead of waiting 30+ seconds to initiate sessions, they initiate and display a desktop in two or three seconds. The amount of frustration this avoids is immeasurable.
    • Once installed it doesn't need more handholding, i.e., having the remote enter a username/password. It is always just there.
    Read full review

    Screenshots

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