BeyondTrust Remote Support (formerly Bomgar) Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Do you work for this company?

TrustRadius Top Rated for 2019

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Reviews (1-25 of 100)

J. D. Steiger profile photo
August 05, 2019

Rockin IT with Bomgar

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons as well.
  • 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 is extremely well suited for desktop and laptop computer access. I have not used it for mobile devices but other colleagues say that it could use a significant amount of improvement in that area. The interface on mobile devices is clunky and slow. Other comments I have heard are that there are a number of disconnects that occur on mobile devices. Specifically android devices.
Read J. D. Steiger's full review
Alan Glenister MBCS profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar in the ICT department to take control of various corporate PC's across the campus and at remote campuses to reduce the need for desk side visits.
  • 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.
The obvious use for this product is to take over control of a remote computer to investigate issues and/or to train clients on how to use various software but the other utilities built into Bomgar should not be over looked. As an example, we can remotely check various resources of a PC when a request comes in for demanding software (such as molecular modeling software) to ensure the PC in question is of sufficient specification.
Read Alan Glenister MBCS's full review
Steven Fisher profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently using BeyondTrust to remotely control 200 endpoints. With a wide variety of tools that can be used during the remote session, this is a great remote tool.
  • Reliability.
  • It offers a wide variety of tools.
  • Connectivity.
  • Reporting.
  • System description.
  • More chat features.
  • Delay time when starting a session.
It's well suited for Office use. Very useful when you have remote locations, this allows you to connect to machines from anywhere.

I would not use this in an environment with less than 50 machines in one office.
Read Steven Fisher's full review
Jeff Crossley profile photo
October 01, 2019

Best in class!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it for remote support for PC, VDI and mobile devices. It saves us time to control these devices remotely to optimize and speed up the troubleshooting processes.
  • Remote control of devices.
  • Information gathering of said devices.
  • Ease of use for users to connect to us.
  • Installation and upgrades.
Excellent for IT departments that have remote or internet-based users for remote support.
Read Jeff Crossley's full review
Brett Hone profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
BeyondTrust is being used by us for remote support at our service desk. It is very beneficial in allowing us to remote to any machine with an internet connection, whether they are on our network or not. This has helped a lot with employees that work at home. We have also been using it for whitelisting some applications to allow users to install them or manipulate them as needed without the need to provide admin rights.
  • 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.
A scenario where beyond trust really shines is when a user is not at home, or they are on a vacation or business trip in some foreign country and have any issue that needs to be solved. As long as they have an internet connection you can remote to their computer and fix software problems they may be having.
Read Brett Hone's full review
Harry Lopez profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
Currently, we use it in the IT department. We use it for server management and to remotely assist end-users on their computers.
  • Ease of management.
  • User-friendly.
  • Easy to deploy.
  • Ability to swap screen sharing.
  • Better chat session functionality.
BeyondTrust Remote Support is very well-suited for remote computer or server management.
Read Harry Lopez's full review
Jason Dixon profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software makes life easier. It's very easy to connect with others and have a look at the issue, rather than guess what it is. I use it daily!
  • 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.
Well suited: Remote support.

Not suited - Assisting with a video call like Skype, because I can't hear the volume.
Read Jason Dixon's full review
No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source
Remote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.
  • 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
Well suited for remote access to devices in remote locations where a user would need assistance. It is not well suited for IOS remote support.
Read this authenticated review
Brian Sossamon profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use it as our primary remote support service to help troubleshoot and fix issues with our users. This product is used by our entire IT Department. It helps with immediate or rapid support from our team to our end users.
  • Remote support service.
  • File sharing.
  • Desktop and screen sharing.
  • None that I can tell.
For a small support team for schools this product is invaluable! We don't always have time to leave our desks to travel across the campus, and being able to remote into a machine as tickets arrive has saved us time on our support calls.
Read Brian Sossamon's full review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software is only used by the IT department to support end users and to gain unattended remote access to manage the servers in our environment. It enables our support technicians to assist users on any platform from anywhere.
  • 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.
Bomgar is now part of BeyondTrust. The Remote Support Software is easily used for end-user support, both attended and unattended.
Our institution also uses it for unattended server support and maintenance situations as well. With the blank screen functionality
back in the product, it is easier to work on an end-user's computer to
update some features.
Read this authenticated review
No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar to connect remotely to client computers. This tool allows us to further troubleshoot issues before sending tickets to an onsite tech.
  • 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.
Bomgar is great for companies that have users who work both at home and in an office setting. The ability to use a webpage for connection makes this simple. It is not as easy to use for people who are using multiple monitors or those who are not "tech savvy".
Read this authenticated review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source
The main business problems we are solving is that of being able to more reliably remote to customer's computers.
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.
I would recommend this program if you are looking for an easy to use remote support system that will allow outside employees or staff to remotely access in-office computers. This is particularly helpful for an IT service desk.

Read this authenticated review
Andrew Breyen profile photo
August 06, 2018

Ease of use

Score 8 out of 10
Vetted Review
Verified User
Review Source
Bomgar is used to remote different users across oour two campuses. It makes it easy to contact a user, ask for their machine asset tag, and quickly and securely remote into their PC. Because we are able to have this be a solution we can deploy across campus, it works very well.
  • 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
It is very helpful for deployment across our two campuses. We can remote from CSB campus to SJU campus and even remote to users off campus, and overseas, so long as they have reliable internet access. Because we can do this so quickly and easily, the user sees little struggle when they need to initiate a remote session. They simply provide the IT Staff with the 5 digit asset tag and we can look it up.
Read Andrew Breyen's full review
Kevin Baldwin profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar was brought in as a remote appliance but it has turned in to so much more. I call it the game changer for us. It interlaces well with our Kace K1 appliance and the interface is simple to use, even for the novice. As we progressed in our usage, we saw the value in allowing outside vendors the ability to use jump clients on servers they frequent. This also worked well for internal departments who needed the same great secure access to internal infrastructures like HVAC controllers. But what impressed me the most about Bomgar was our rollout of the chat feature to our users. Now we chat with our end users and sometimes, fix issues without having to even make a connection to their machine. And our students even get in on this, not just from the campus but from their homes. To help a student who can't register for class when they are out of ideas and fretting at the last minute, miles or even states away, well that is a game changer.
  • The ease of remote access Bomgar allows is second to none. You have many options when it comes to remote support from the Bomgar button on the end user side to manual entry of that machine's ID or IP address. If you want to use RDP, they do that too.
  • Performance is always up for discussion when all situations and networks are different. But when we were seeing connection and graphics issues with 2 other remote solutions, Bomgar just worked and did it well.
  • If features are your thing, Bomgar has that and then some. And they are always adding to the toolbag. They are more than remote access and I see their role increasing and the tools too.
  • 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.
Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when students have issues with passwords or registration and they need a little assistance. And Bomgar works across many platforms, no worries if the student needs help on their tablet or pc or Mac. We can connect to their home devices regardless.
Read Kevin Baldwin's full review
Kendall Pegg profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have 150 local network accessible users running the jump client we can access without requiring user assistance. We have 70,000 customers and any other remote system that we can gain access to via the web portal. We use the presentation portion of the application frequently to share a desktop for multiple users to view. Bomgar Remote Support Software is an awesome application that has made remote access/management of system a breeze. Can't imagine having to work without it.
  • 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.
The application is well suited for instances when random outside users need support. Remote users needing assistance do not need any software loaded, just access the support web site or you can send them an email with a link. They load a small temporary client application and magically you have access to their system.
Read Kendall Pegg's full review
Jeremy Stephens profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our company switched to Bomgar several years ago. Our Customer Support team used it to screen share with customers and it was much more accepted by our customers' IT team. Since then our professional services team and internal IT adopted. Our Development team can review the video recordings to see the exact situation the customer is encountering.
  • 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.
We find even the banks and financial services firms are receptive to using the screen sharing. They place strict restrictions on accessing their data instance, in some cases hosting on premise instead of cloud. But their IT accepts the Bomgar tool for screen sharing to help resolve support questions.
Read Jeremy Stephens's full review
Hunter Rice profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar Remote Support Software is used by our department to support ourselves and a handful of other department scattered across campus. This is extremely helpful when the issue is urgent and requires immediate attention or there is bad weather that would make the trek across campus difficult or otherwise unpleasant.
  • Bomgar is easy to use and sessions can be initiated by the user or the technician.
  • Bomgar is compatible with a wide variety of devices and most devices can be Bomgar'd to and Bomgar'd from.
  • I have no complaints with this product.
Bomgar Remote Support Software works for our group size but could be scaled up very easily to support an even larger user base. It allows me to provide support to users no matter were I am located, whether I am at my desktop at work, at home, or on my phone so it has a vast number of use cases.
Read Hunter Rice's full review
Davin Estrella profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
Bomgar is our enterprise remote support solution. Our technical reps use it to assist all of our end users remotely. Bomgar addresses our business need for a secure and auditable remote support tool.
  • Ease of use
  • Capabilities
  • Security
  • I would like to see a lower installation client package size that would aid in more quickly launching remote support sessions
Bomgar has a very robust feature set, and is suited for a large scale enterprise-wide deployment. It is probably less appropriate for very small businesses.
Read Davin Estrella's full review
Brian Bard profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar is currently only in use in one Department with expansion all ready planned. Bomgar has enabled a support structure of one to do the job of an entire team and made that process secure and streamlined. I work in and around regulated data and Bomgar is never a concern being I know where the data is going and have the logs and video to show it.
  • Security security security! they are in my opinion ahead of the game on level of security offered
  • Extremely easy for my users to interact with me. Simply send them to my internal web page and away we go!
  • Audit logs and trails that will satisfy every thing I want to know and more
  • I wish they had a little more Ipad support integration however that is not Bomgar's fault!
I don't know of any place that would need to do remote support that this would not be my tool of choice!
Read Brian Bard's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source
We used Bomgar 2 years ago to provide secure remote support to end users. It replaced TeamViewer as it provides reporting, SAML authentication and integration with ServiceNow. We can now provide monthly metrics reports to leadership for all our technicals and groups utilizing Bomgar remote support. The SAML authentication provides secure 2 step authentication for all our techs. The ServiceNow integration has been tested and will be rolled out in our organization later this year.
  • 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
Well suited for both small and large organizations. Licensing costs are per concurrent technician usage so it scales well for all organizations.

Chat support still needs some improvement in terms of set chat hours and multilingual support (which is a 3rd party additional cost add-on)
Read this authenticated review
No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source
Allows me to connect with other people outside of my office and I can help them. We've offered our own services through mobile devices to people in need.
  • I like how Bomgar gives me and my team the ability for remote support to any system or mobile device, anywhere
  • We can connect quickly to remote PCs and devices, see the screen and control the device, and have support whether we are on or off the network.
  • We have support whether we are on or off the network.
  • I would say the thing I like the thing I like the least about this software is the price
  • Using Bomgar when a system is infected with malware is challenging.
  • If you leave it open long enough without actively using it, there is this annoying pop up that appears.

Great for real-time IT support

Read this authenticated review
Michael Wachter profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source
Bomgar is used to remotely share s user's screen through the Internet using a web browser. The user browses to a website where they are asked to enter a session key that is provided by the analyst and then connect. Once the user accepts the terms and opens the connection, the analyst is able to display the remote screen and assist the user.
  • Allows analysts to fully access a user's PC or Mac to assist with software issues.
  • Is a very secure way to remotely assist user.
  • Allows analyst to see all displays.
  • The user interface is a bit clunky and could be polished or streamlined.
  • It is difficult at times for the user to download and run the Bomgar program through different web browsers.
  • Can be difficult for the user to access the website based on their web browser.
Bomgar is most appropriate when assisting users who are not connected to the same network and/or work remotely. They only require a web browser to access Bomgar and allow the remote connection.

Bomgar is not suited for users who are connected on the same network as there are other, simpler applications that would work better.
Read Michael Wachter's full review
Michael Rhodes profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Bomgar for IT support for our organization. We use it to remote into PCs to resolve issues. This enables us to resolve issues with computers remotely in most cases. Our service desk, Tier 2 and Tier 3 information management teams use Bomgar Remote Support software to do a variety of things against remote PCs. It saves time, enables us to resolve issues whether or not the user is available, and simplifies the remote support process.
  • I remoted into an unmanned PC this afternoon using the jump client and was able to resolve a high urgency issue. Once I initiated the connection it went right in and I was able to work. No lag and not delay either.
  • We also can send an email to a user have them use the link to access a PC across the internet that is not on our network. This is really good for out of band support.
  • The chat and file transfer functions are really there to communicate to the user and to transfer files to the remote PC or back to some other location.
  • It would be great if it had wake on LAN functionality. That way you could power up a PC that is powered off and do your work, then power it back off. All without bothering the user.
  • Sometimes when updating the client it does not go as smooth as one would like. IT would be nice for the client to detect that there is a new client available and download it, giving the user the option of installing.
  • Upgrading the client on the console is not that easy to do either. Have had to get Bomgar support involved to get it done on at least one instance. It really should be easier.
Appropriate for off-network remote support, on network remote support, transferring files to a PC or server; works on VPN as well. This works well when your bandwidth is sufficient. The jump client is great for handling unmanned stations, headless systems, and autologin systems. I have not had the opportunity to use against a mobile device or non-Windows operating systems.
Read Michael Rhodes's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source
Bomgar is being used at the IT Service Desk to provide support to devices remotely. It addresses problems of not being able to see what users are able to see when providing device related support.
  • Connections to multitude number of devices
  • Being able to screen share
  • Being able to use chat
  • n/a
  • n/a
  • n/a
Excellent for being able to see what the users are seeing on a large number of devices. We don't have a specific BYOD policy as such but it really helps when you can try to support as many devices as possible. Chat is also great, especially when supporting users that are in areas when phones are not always available such as libraries. The whole support scenarios also act as a useful training tool for our users. We not only resolve most issues remotely but it also gives us an opportunity to train our users to resolve most problems of the same nature in the future. The fact that it works for most configurations and systems allows us to support staff and students worldwide.
Read this authenticated review
No photo available
December 12, 2017

Great, easy software!

Score 10 out of 10
Vetted Review
Verified User
Review Source
I use the software to securely remote into a client's environment.
  • Transferring files from one environment to another
  • Ease of use
  • Fast
  • Sensitivity to wifi
The software is easy to use and doesn't take long to connect. I haven't used it with multiple users at one time so I am not sure how suited it is for that.
Read this authenticated review

Feature Scorecard Summary

Screen sharing (40)
8.7
File transfer (38)
8.8
Instant message (38)
7.9
Secure remote access with Smart Card authentication (9)
7.6
Access to sleeping/powered-off computers (23)
7.7
Over-the-Internet remote session (40)
8.7
Initiate remote control from mobile (28)
9.3
Remote management of servers & workstations (29)
7.9
Remote Active Directory® management (14)
7.8
Centralized management dashboard (21)
8.0
Session record (33)
7.8
Annotations (27)
7.8
Monitoring and Alerts (20)
7.9
Multi-platform remote control (29)
8.8

About BeyondTrust Remote Support (formerly Bomgar)

BeyondTrust says it 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.

Categories:  Remote Desktop

BeyondTrust Remote Support (formerly Bomgar) Features

Remote Administration Features
Has featureScreen sharing
Has featureFile transfer
Has featureInstant message
Has featureSecure remote access with Smart Card authentication
Has featureAccess to sleeping/powered-off computers
Has featureOver-the-Internet remote session
Has featureInitiate remote control from mobile
Has featureRemote management of servers & workstations
Has featureRemote Active Directory® management
Has featureCentralized management dashboard
Has featureSession record
Has featureAnnotations
Has featureMonitoring and Alerts
Has featureMulti-platform remote control

BeyondTrust Remote Support (formerly Bomgar) Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No
EditionPricing DetailsTerms
Bomgar Connect$49/mo per license

BeyondTrust Remote Support (formerly Bomgar) Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux, Mac
Mobile Application:Apple iOS, Android, Blackberry