We use [BeyondTrust Remote Support (Legacy)] for internal support and it has made things so much easier and more seamless. From my standpoint, it's great and I don't dread having someone access my machine any longer. What we used before was more complicated and also took longer to get started. I think our internal tech team likes it too.

Pros and Cons

Allows easy access
Easy for customer/client to understand
No separate website for anyone to navigate

There's always room for improvement, right?

Likelihood to Recommend

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.

May 07, 2021

Great Product. Great Support. Saved us during COVID-19.

Randy MacFarland

Scada IT Analyst

H2O Power LP (Oil & Energy, 11-50 employees)

Score 7 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

We use BeyondTrust Remote Support within the IS department and Operations. It's heavily used more than ever due to COVID-19. All employees are working remotely and Remote Support is the only way we can help with issues ranging from accessing a file in Office 365, down to installing a local printer. Without it our company would have closed or may it near impossible for work to be completed. As long as the end point has internet access anywhere in the world we can access their computer and assist them.

Pros and Cons

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.

Odd behavior with inherited permissions. Change the way a user in more than one group is handled when applying them to a jump group.
Making the console web based on a cell phone vs using the Android or Apple application.
Drag and drop or copy/pasting a file transfer vs using a separate tab function. I can copy/paste in RDP.

Likelihood to Recommend

It's great for any size company. It scales well. If you have staff that are remote it's great. I would say the only downside is the cost. It's charged based on the number of console agents and it can get quite expensive if you have a large number of IT helping out users at the same time. If you have a split shift you won't have that issue as it's based on concurrent logged in users.

I would say if you have remote workings it's one of the best products I used. We have have it set up for Dual Factor Authentication for extra security.

April 09, 2021

Bomgar now BeyondTrust is awesome and great product for all organizations!

Verified User

Manager in Engineering

Hospitality Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

We have a ton of servers and in order to manage them properly we use [BeyondTrust Remote Support (Legacy)] remote support. It is currently used by our system teams including our technical services team who help support our business applications. We are able to better manage access across the organization as well multiple devices and environments

Pros and Cons

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

Likelihood to Recommend

[BeyondTrust Remote Support (Legacy)] is great for an organization who has has a large infrastructure and multiple users to manage. If you have several thousands endpoints, mobile devices and support is critical , this is the best option to go with. It helps with immediate or rapid support from our team to our end users. Because we are able to have this be a solution we can deploy across campus, it works very well.

September 24, 2020

Bomgar is the Bomb!

Connie Inman

Sr. IT Technologist

University of Tennessee Libraries (Higher Education, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

Our department recently got licenses for Bomgar from our central Office of Information Technology (OIT) and it has been extremely helpful in providing remote support to our users while working from home. It allows easy elevation of privileges so we can do admin functions on the users' computers remotely.

Pros and Cons

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.

Likelihood to Recommend

In this era of working from home during the pandemic, Bomgar has been the perfect solution in connecting to users to assist them with their tech support needs. With both the tech support and our users working remotely we have been able to provide our full support to our users without anyone having to go into the office. Even after we return to the office we plan on continuing to use Bomgar to provide support so we can maintain social distancing. Even before the pandemic our campus tech support used this resource widely to support users all across campus. It is a wonderful product and I would highly recommend it to anyone considering a remote support tool.

Support Rating

We have been using this tool since March and it has enabled us to provide full support to our users while we are all working from home. Even after we return to the office it will allow us to provide better support to our users in other buildings. There are a number of features we haven't yet used, but it is good to know that we have a reliable tool to use to help us provide quality support.

June 24, 2020

Saved my bacon

Jack White

System Administrator

Stribling Equipment Llc (Retail, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

We absolutely love Bomgar, or I guess now BeyondTrust Remote Support. It makes my job possible from almost anywhere. I can support someone even riding down the road from a laptop or cellphone. I have even worked while wading around in the ocean. Without it, we would be stuck with a much less secure option to provide remote support.

Pros and Cons

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

Likelihood to Recommend

Remote support has been a life saver. With our previous remote support products we had, our president was unable to be helped when he would have issues. It wasn't always, but it wasn't reliable enough. Now since we have gone with BeyondTrust, I don't have those worries anymore. Even if something happened and a computer lost its way, or never had a path to us, you can point them to our portal to get support.

Support Rating

I haven't used the customer support since Beyond Trust has taken over, but if it's the same as Bomgar, it's great. They always solved my issue within a reasonable amount of time. Most of them while I was on the phone or within an hour by email.

December 10, 2019

BeyondTrust (Bomgar) Remote Support Tool Review

Andrew Nordgren

IT Engineer

Autoliv (Automotive, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

We use it across the organization. We are using it to replace less secure remote tools, like VNC and TeamViewer, which have been used in the company for years.

Pros and Cons

Security.
User-friendly.
Robust options when deploying to computers.

Admin management.
Automation.
LDAP issues.

Likelihood to Recommend

It's great for getting security to buy into a tool, with a great external portal for users. It could use a lot of help for administration. Once you get to a certain amount of jump groups it would be easier to manage with scripting to automate processes, but there isn't any documentation on it.

Support Rating

Support has been slow to help with some of the issues we have had. We have found a solution for most, but not all of them. There's nothing wrong with their support. It's just average.

December 13, 2019

BeyondTrust Remote Support - One of Our Best Purchase Decisions

Verified User

Professional in Information Technology

Higher Education Company, 10,001+ employees

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

BeyondTrust Remote Support allows us to support our users at over 125 branch offices across the state. We use it for computer support and troubleshooting as well as one-on-one training. We have approximately 25 support specialists and trainers that utilize the system daily. With limited personnel and a wide geographic area to cover, BeyondTrust Remote Support has enabled us to increase our response time on issues, which greatly increases our employees productivity. It also reduced our travel expenses by at least 50%.

Pros and Cons

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.

Likelihood to Recommend

BeyondTrust Remote Support works well for connecting to systems behind firewalls. It only requires ports 80/443 to connect for full access and control of users computer. Works well with users that have slow connection speeds.

Support Rating

Over 12+ years of experience with this product, it is extremely reliable, requires very little maintenance and is a solid performer in our everyday IT toolbox. On the one or two occasions that I needed technical support, they were very fast to get us back up and running.

August 05, 2019

Rockin IT with Bomgar

J. D. Steiger

ITSM Administrator

Old Republic National Title Insurance Company (Real Estate, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

August 05, 2019

It's not Marmite (everyone loves it)

Alan Glenister MBCS

IT Professional

University of Lincoln (Higher Education, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

Support Rating

The support from BeyondTrust is excellent.

October 12, 2019

BeyondTrust Remote Support Review

Steven Fisher

Systems Analyst

InVision Human Services (Non-Profit Organization Management, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

Reliability.
It offers a wide variety of tools.
Connectivity.
Reporting.

System description.
More chat features.
Delay time when starting a session.

Likelihood to Recommend

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.

Support Rating

The support was alright.

October 01, 2019

Best in class!

Jeff Crossley

Network and System Manager

Goldberg & Osborne (Legal Services, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

Remote control of devices.
Information gathering of said devices.
Ease of use for users to connect to us.

Installation and upgrades.

Likelihood to Recommend

Excellent for IT departments that have remote or internet-based users for remote support.

Support Rating

Excellent support when upgrading or issues with certificates.

August 23, 2019

BeyondTrust allows for amazing remote sessions

Brett Hone

Manager Service Desk

Nu Skin Enterprises (Consumer Goods, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

Support Rating

I have not had to deal with their support so I am not sure how great or poor it would be. I would imagine it would be great but again I haven't had to use it yet.

August 20, 2019

BeyondTrust is great to work with

Harry Lopez

Cyber Security Administrator

Horizon Beverage (Consumer Goods, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

Currently, we use it in the IT department. We use it for server management and to remotely assist end-users on their computers.

Pros and Cons

Ease of management.
User-friendly.
Easy to deploy.

Ability to swap screen sharing.
Better chat session functionality.

Likelihood to Recommend

BeyondTrust Remote Support is very well-suited for remote computer or server management.

Support Rating

The support is very easy to work with and always helps us in an efficient and timely manner.

August 09, 2019

Bomgar Remote Support Software Review

Jason Dixon

Service desk operator

University of Bedfordshire (Higher Education, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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!

Pros and Cons

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.

Likelihood to Recommend

Well suited: Remote support.

Not suited - Assisting with a video call like Skype, because I can't hear the volume.

Support Rating

They were helpful.

March 27, 2019

BeyondTrust Remote Support

Brian Sossamon

Director of Technology

Charlotte Latin School (Education Management, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

Remote support service.
File sharing.
Desktop and screen sharing.

None that I can tell.

Likelihood to Recommend

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.

Support Rating

They are always able to help with my issue in a timely manner, and they are always patient and supportive.

August 06, 2018

Ease of use

Andrew Breyen

Client Group

Camp Olson YMCA (Information Technology and Services, 51-200 employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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

Likelihood to Recommend

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.

July 20, 2018

Bomgar - The Game Changer

Kevin Baldwin

PC Technician

Cape Fear Community College (Higher Education, 501-1000 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

Support Rating

We rarely need support, that is a huge benefit for us. But if there is a situation where we do need support, they are always there to assist and they understand what needs to be done usually before we do.

July 23, 2018

Bomgar - don't try supporting remote users without it.

Kendall Pegg

Senior IT Engineer

Carolina West Wireless (Wireless, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

July 22, 2018

Screen share means faster resolution means higher CSAT means higher renewal rate and higher bonus

Jeremy Stephens

Manager of Analytics, Customer Operations

Corptax (Computer Software, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

July 22, 2018

Bomgar is Efficient and Effective

Hunter Rice

Technical Support Analyst

University of North Carolina at Charlotte (Higher Education, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

July 22, 2018

A Bomgar Remote Support Review

Davin Estrella

Manager, Information Technology - Infrastructure Operations

UnitedHealth Group (Hospital & Health Care, 10,001+ employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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

Likelihood to Recommend

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.

July 20, 2018

Orange you glad you tried Bomgar? I am!

Brian Bard

The Office of Information Technology in the Student Health Center at UNC Charlotte

UNC Charlotte (Higher Education, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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!

Likelihood to Recommend

I don't know of any place that would need to do remote support that this would not be my tool of choice!

Support Rating

they are quick to respond and very helpful anytime i need anything.

March 16, 2018

Bomgar - For Assisting Users Off-Network

Michael Wachter

Technical Support Analyst

Atos (Information Technology and Services, 10,001+ employees)

Score 7 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

December 19, 2017

Review of Bomgar remote Support

Michael Rhodes

Client Device Engineer 1

CHRISTUS Health (Hospital & Health Care, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

July 06, 2017

Bomgar - A key to our success for the last decade

Patrick Cranston

President, Cranston IT

FileMaker Inc., an Apple subsidiary (Information Technology and Services, 1-10 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Use Cases and Deployment Scope

We use Bomgar Remote Support to provide our techs remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy to use interface allows for use with almost zero training. The ability to share a remote session or hand off sessions between reps is very nice. The rep client can be a little buggy sometimes but overall it works consistently.

Pros and Cons

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.

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.

Likelihood to Recommend

[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.

BeyondTrust Remote Support (Legacy) Scorecard Summary

Likelihood to Recommend (107): 88%
8.8
Likelihood to Renew (64): 100%
10.0
Usability (25): 89%
8.9
Availability (18): 88%
8.8
Performance (14): 84%
8.4
Support Rating (54): 97%
9.7
In-Person Training (1): 91%
9.1
Online Training (3): 88%
8.8
Implementation Rating (39): 100%
10.0
Product Scalability (5): 91%
9.1

Feature Scorecard Summary

Remote Administration (14): 88%
8.8

What is BeyondTrust Remote Support (Legacy)?

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.

BeyondTrust Remote Support (Legacy) Features

Remote Administration Features

Supported: Screen sharing
Supported: File transfer
Supported: Instant message
Supported: Secure remote access with Smart Card authentication
Supported: Access to sleeping/powered-off computers
Supported: Over-the-Internet remote session
Supported: Initiate remote control from mobile
Supported: Remote management of servers & workstations
Supported: Remote Active Directory® management
Supported: Centralized management dashboard
Supported: Session record
Supported: Annotations
Supported: Monitoring and Alerts
Supported: Multi-platform remote control

BeyondTrust Remote Support (Legacy) Competitors

BeyondTrust Remote Support (Legacy) Pricing

More Pricing Information

SaaS Editions Pricing
	Pricing Details	Terms
Bomgar Connect	$49/mo per license

BeyondTrust Remote Support (Legacy) Technical Details

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

Frequently Asked Questions

What are BeyondTrust Remote Support (Legacy)'s top competitors?

GoToAssist Remote Support, LogMeIn Rescue, and TeamViewer are common alternatives for BeyondTrust Remote Support (Legacy).

What is BeyondTrust Remote Support (Legacy)'s best feature?

Reviewers rate Screen sharing and Over-the-Internet remote session and Remote management of servers & workstations highest, with a score of 9.6.

Who uses BeyondTrust Remote Support (Legacy)?

The most common users of BeyondTrust Remote Support (Legacy) are from Enterprises and the Information Technology & Services industry.