BeyondTrust Remote Support vs. GoTo Resolve

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BeyondTrust Remote Support
Score 8.1 out of 10
N/A
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…N/A
GoTo Resolve
Score 7.9 out of 10
N/A
GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote monitoring and management capabilities with remote access and support, conversational ticketing, and zero trust architecture into a single consolidated platform. It is presented by the vendor as…
$0
for 3 agents and unlimited endpoints
Pricing
BeyondTrust Remote SupportGoTo Resolve
Editions & Modules
No answers on this topic
GoTo Resolve Free
$0
for 3 agents and unlimited endpoints
GoTo Resolve MDM
$2.75
per month per endpoint
GoTo Resolve Remote Support
$40
per month per user
GoTo Resolve Basic
$55
per month for 1 agent and 25 endpoints
GoTo Resolve Standard
$190
per month for 3 agents and 100 endpoints
Offerings
Pricing Offerings
BeyondTrust Remote SupportGoTo Resolve
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPrices are listed per month and billed annually. Month to month contracts are also available MDM is available as a standalone or as an add-on. Additional endpoints and agents and save up to 20%
More Pricing Information
Community Pulse
BeyondTrust Remote SupportGoTo Resolve
Considered Both Products
BeyondTrust Remote Support
Chose BeyondTrust Remote Support
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 …
Chose BeyondTrust Remote Support
We found Bomgar was much better accepted by customers' IT than GTA
Chose BeyondTrust Remote Support
  • Bomgar is inherently more secure as it's an appliance within your own security standards.
  • Bomgar is highly configurable compared to the competition. Others can be configured at much higher costs.
  • Bomgar TCO is lower in the long run than SaaS based solutions.
Chose BeyondTrust Remote Support
We came from GoToAssist, which isn't even close to LogMeIn Rescue or Bomgar. The main feature LogMeIn was missing was a Mac agent client. We have many support reps who use Mac's and our HelpDesk is all Mac's. We wanted native clients for those machines.
Chose BeyondTrust Remote Support
GoToAssist and TeamViewer - Bomgar was a much easier product to maintain and provided quick and easy access. We also needed something that complied with ISO27001:2013 which means we have to have our support based here onsite and not hosted outside the company.
Chose BeyondTrust Remote Support
Bomgar compares favorably to WebEx, GoToAssist and other tools because of it's ease of use and the simple functionality extensions. Users can increase permissions once a support technician who they are comfortable with is securely connected to their computer. They can also …
GoTo Resolve
Chose GoTo Resolve
The price point is better for smaller businesses. We also use GoTo for our phone system and GoTo Meeting so we stuck with the same product for remote support.
Chose GoTo Resolve
Well, GoTo Resolve is one of the best remote services and it is easy to use. I really like it and would recommend it to anybody that would want to have a good remote service to fix computers, servers,s, and other IT devices that need to be fixed remotely.
Chose GoTo Resolve
Generally compared to other softwares we either used full time or evaluated partially the feature set of GoToAssist really attracted us. I don't think any one software (except perhaps LogMeIn) offered everything that GoToAssist did. The pricing was pretty acceptable as well. I …
Chose GoTo Resolve
GoToAssist doesn't have the same mobile support as Bomgar, but from what I understand has a lower price. Which is why the team went for GoToAssist.
Chose GoTo Resolve
In the end, we went with GTA because of price and feature balance. Bomgar had more features, specifically session recording, but for twice the cost, we couldn't justify that decision. Skype for Business is included in our MS contract, but it was missing the ability to do …
Chose GoTo Resolve
We were first using GoToMeeting for the remote support. However, it is not build for providing this solution. We then went with GoToAssist since they are by the same company and we like the product as it met our budget and we were happy with the functionality is provided. We …
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
BeyondTrust Remote SupportGoTo Resolve
Remote Administration
Comparison of Remote Administration features of Product A and Product B
BeyondTrust Remote Support
9.5
47 Ratings
8% above category average
GoTo Resolve
-
Ratings
File transfer9.944 Ratings00 Ratings
Instant message9.945 Ratings00 Ratings
Access to sleeping/powered-off computers10.027 Ratings00 Ratings
Session record9.038 Ratings00 Ratings
Annotations9.030 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
BeyondTrust Remote Support
-
Ratings
GoTo Resolve
7.5
16 Ratings
4% above category average
Patch Management00 Ratings7.516 Ratings
Remote Access
Comparison of Remote Access features of Product A and Product B
BeyondTrust Remote Support
-
Ratings
GoTo Resolve
9.0
38 Ratings
7% above category average
Attended device access00 Ratings9.437 Ratings
Unattended device access00 Ratings8.431 Ratings
Mobile device access00 Ratings8.524 Ratings
Virtual device access00 Ratings9.027 Ratings
Multiple-display support00 Ratings9.332 Ratings
Multiple concurrent sessions00 Ratings9.631 Ratings
Best Alternatives
BeyondTrust Remote SupportGoTo Resolve
Small Businesses
Getscreen.me
Getscreen.me
Score 9.8 out of 10
NinjaOne
NinjaOne
Score 9.1 out of 10
Medium-sized Companies
ConnectWise ScreenConnect
ConnectWise ScreenConnect
Score 8.9 out of 10
NinjaOne
NinjaOne
Score 9.1 out of 10
Enterprises
Remote Desktop Manager
Remote Desktop Manager
Score 8.4 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
BeyondTrust Remote SupportGoTo Resolve
Likelihood to Recommend
9.0
(106 ratings)
8.7
(95 ratings)
Likelihood to Renew
10.0
(63 ratings)
8.7
(15 ratings)
Usability
9.0
(25 ratings)
9.2
(76 ratings)
Availability
8.8
(9 ratings)
8.9
(2 ratings)
Performance
8.4
(7 ratings)
9.0
(1 ratings)
Support Rating
9.7
(28 ratings)
8.3
(6 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
8.8
(3 ratings)
-
(0 ratings)
Implementation Rating
10.0
(13 ratings)
9.1
(4 ratings)
Configurability
8.2
(2 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(5 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(2 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
BeyondTrust Remote SupportGoTo Resolve
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.
Read full review
GoTo (formerly LogMeIn)
Go To Resolve is an ideal solution for larger organizations that span multiple offices/locations. In our case, we work for an international corporation that spans across the nation. Our IT department is typically outsourced from the United States, and we have one in-house IT staff member who looks after the hardware concerns more commonly. With the large number of staff working for our organization, we can be demanding in terms of needing technical support. GoTo Resolve has made this much more practical and convenient for our organization.
Read full review
Pros
BeyondTrust
  • 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.
Read full review
GoTo (formerly LogMeIn)
  • Provides a means to quickly connect and remotely control a client's workstation.
  • Has a great interface that guides the attendee through the entire process, while outlining where they actually are for the host.
  • Allows seamless transitions and additions of other support accounts to join an ongoing remote session.
Read full review
Cons
BeyondTrust
  • Only issue I really have is the jump client goes to queu when our remote vendors shut down their machine. Works in our favor if we lose our connection but that never happens. And this is such a small issue but had to put something in here.
Read full review
GoTo (formerly LogMeIn)
  • User Interface Customization: While Goto Resolve's interface is user-friendly, it has limited customization options.
  • Mobile App: Goto Resolve doesn't have a dedicated mobile app, which can be inconvenient for users who need to access the platform on the go.
  • Custom Reporting: While Goto Resolve offers various reports, it lacks the ability to create custom reports.
Read full review
Likelihood to Renew
BeyondTrust
Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.
Read full review
GoTo (formerly LogMeIn)
I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.
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.
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GoTo (formerly LogMeIn)
User interface is extremely intuitive. It is very easy to use. No training needed for my technicians. GoTo Resolve has made it easy for me to provide remote assistance to users from anywhere. I was very easily able to get it to run on my smart phone allowing me to quickly solve a IT issue at work while in the middle of a road trip.
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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
GoTo (formerly LogMeIn)
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
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
GoTo (formerly LogMeIn)
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
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
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GoTo (formerly LogMeIn)
Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security
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
GoTo (formerly LogMeIn)
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
GoTo (formerly LogMeIn)
No answers on this topic
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
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GoTo (formerly LogMeIn)
GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.
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
GoTo (formerly LogMeIn)
In NinjaOne, The ticketing system may benefit from additional features like the option to use a custom domain for the support email address, as it is currently rather basic. Additionally, it has issues with correctly displaying photos, either not showing up at all or removing them from emails that are received. Similarly, attachments have the ability to filter what passes through; some attachment objects, like eml files, are dropped. On the other hand, GoTo Resolve offers seamless Ticketing System.
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
GoTo (formerly LogMeIn)
No answers on this topic
Return on Investment
BeyondTrust
  • Bomgar will easily turn a 45 minute phone call into a 5 minute support session. You can't get back that extra 40 minutes any faster.
  • Customers who complete the post session survey have all rated the service either high or very high. We love having happy customers.
Read full review
GoTo (formerly LogMeIn)
  • We managed to work in a way that was impossible before these kinds of tools were offered in the market
  • The program is constantly evolving to try to fix bugs and that can affect the day-to-day use.
  • If We find a way to use fewer programs for different tasks would be great and this tool may have the solution in the future
Read full review
ScreenShots

GoTo Resolve Screenshots

Screenshot of GoTo Resolve Device QuickviewScreenshot of GoTo Resolve - DevicesScreenshot of GoTo Resolve - Guided Agent FlowScreenshot of GoTo Resolve MS Teams TicketingScreenshot of GoTo Resolve Support SessionScreenshot of GoTo Resolve Tickets Board