BeyondTrust Remote Support vs. TeamViewer

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.

Incentivized

It is well suited if the team members work remotely and need constant collaboration and communication throughout the development cycle. It is so helpful for Systems Engineers in the Software industry to resolve laptop and computer issues. It is also helpful for troubleshooting hardware issues like printers, scanners, server racks, and more. It is less suited if the teams are small and no remote access or group calls are needed, they could very well use telephones and mobile phones.

Incentivized

• 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.

Incentivized

• Allows remote login on to systems where the user doesn’t have to have their email established to open a link.
• It uses the full monitor instead of a browser
• File transfers are a breeze
• Chat functionality works well too
• Multiple sessions at once and viewing multiple monitors easily

Incentivized

• 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.

• We are very happy about the TeamViewer functionality and recognize a lot of advanced functionality in comparison with Anydesk for example.
• It's fast and very reliable.
• We think that TeamViewer is a very secure platform.
• We like to use new feature and functions when they get available.

Incentivized

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.

We will definitely renew our TeamViewer software license when the time comes. This service works and does not matter on what device you are trying to control (it depends on the license), and it is very responsive and does not seem to use up a lot of data.

Incentivized

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.

Compared to other products I've used (ConnectWise Control), TeamViewer is harder to set up and get connected. It is especially difficult to set up "permanent" unattended remote access, where you want to be able to connect to and control a remote computer without having to exchange codes and passwords every time you connect.

Incentivized

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.

Always available if setup correctly.

Incentivized

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.

The application is built on VNC which is a very stable technology.

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

the few times i have had to contact teamviewer support, they were very responsive and give me quick answers and seemed to understand my problems quickly and easily. I did not have to sit on the phone for hours on hold or get passed around to multiple phone support techs before finding a solution to my issues, so i would rate their support very highly.

Incentivized

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!

As expected without any problem! Alternate in-person training is another efficient way to learn how a product works. There are many third party supporters for TeamViewer courses available that can give additional ideas how to use TeamViewer for specific functions and features as we did require in respect of our usage.

Incentivized

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.

I have never used the online training either. I have watched a few informational videos that were helpful when learning how to do a specific procedure within TeamViewer and get the most out of the software by utilizing one of the many features that are available with the software. Again, 5 if for neutral.

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

No nothing that really sticks out. For the most part I have only had to uninstall and reinstall application a couple of times when I hit a glitch. I will say that on a MAC it is a little harder to implement due to Apple's Permissions that need to be set. Sometimes it needs the client to intervene to get those permissions set.

Incentivized

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

Incentivized

Horses for courses they say but all around, TeamViewer is the best software for remote management, period. Pulseway's remote desktop can work well on the phone app but on a desktop, it is often unreliable and drops connections. AnyDesk is not appropriate for our business and is only good on a case-by-case basis.

Incentivized

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.

Stay up working. Easy to connect and disconnect. easy way to transfer files to another desktop

Incentivized

• 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.

About 2 - 3 months

• Average Effective/workable time of a team member has increased because the team member does not to wait for the IT team do the installment of any software and hand the laptop over again.
• Cost for the alternate laptops have been reduced, since there is less requirement now to handover a backup PC for the employees until the current PC's issue is resolved, if it's software issue.
• Cost of the transport, electricity and building maintenance, has reduced, since the remote working option for the employees is available with the TeamViewer.

Incentivized