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BeyondTrust Remote Support Reviews and Ratings

Rating: 8.8 out of 10
Score
8.8 out of 10

Community insights

TrustRadius Insights for BeyondTrust Remote Support are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive experiences with Bomgar, noting its user-friendliness and responsiveness. The software enables efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits. Bomgar is utilized by IT departments and support teams to resolve issues with internal servers, workstations, and software programs. It also facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. The product supports multiple platforms, including Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external users. Additionally, Bomgar's chat feature allows for remote issue resolution without connecting to the user's machine, benefiting end users and students. Overall, Bomgar has proven to be a valuable tool for organizations by providing secure remote access and enhancing their ability to efficiently support their users and systems.

Reviews

113 Reviews

Very Secure Remote Tool

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I use BeyondTrust Remote Support to assist users in the organization by remoting into their host machines to resolve technical issues that have been logged as tickets in the helpdesk. The business problems this product addresses is being able to remotely resolve technical issues for users that are in other regions, BeyondTrust Remote Support in the organization is not just used by IT but by the Infrastructure team to remotely log into servers/VMs etc to maintain them.

Pros

  • Stable remote connection
  • Keeps repository of recently logged on host machines
  • Reestablishes remote connection if there was a network drop

Cons

  • The zoom function allows you to zoom but you can't particularly move around well once you have zoomed in.
  • Sometimes a remote connection cannot be established for unknown reasons even if the host machine is clearly online.
  • The bomgar remote link creates multiple instances when clicked multiple times even if an instance already exists of the host machine.

Likelihood to Recommend

BeyondTrust Remote Support is well suited for large organizations where there is a very large number of host machines to manage remotely, the product is especially good at keeping repositories (in folders you create) of all host machines. However given its cost BeyondTrust Remote Support is not well suited for personal use.

IT
Itumeleng Thekiso
IT Support Specialist II in Information Technology at Fortna Inc (1001-5000 employees)
Vetted Review
BeyondTrust Remote Support
3 years of experience
Verified on LinkedIn

You cannot go wrong with BeyondTrust Remote Support

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use BeyondTrust Remote Support in our organization to assist our customers with technical support issues and for remediating malware from their sytems. In addition, we are able to use the software across multiple operating systems which was a detriment of our previous sofware. I really enjoy the reporting and administration features and the willingness for BeyondTrust Remote Support own support and product teams to go above and beyond for their customers. We had an issue a few weeks back that required escalated handling and the service team was just amazing. Thanks for making our team more efficient and helpful to our customers.

Pros

  • They empower our service desk
  • Utilities within the software all work as designed
  • Complete remote solution for our business

Cons

  • Connecting to mac devices can sometimes be challenging

Likelihood to Recommend

In our line of work, the ability to provide a seamless and fast forward approach to support is important. It reflects positively on our support staff and teams when we can resolve issues quickly and effectively whether that's on servers, workstations, mobile devices etc. We have found the software to not be as beneficial on Linux Servers.

RC
Rob Cepelak
Sr Manager of Technical Support in Information Technology at Webroot (201-500 employees)
Vetted Review
BeyondTrust Remote Support
2 years of experience

Beyond trust user from last 4 year.

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We are using BeyondTrust to support internal and external customers remotely.

Pros

  • Remote access has good features that are not available in other apps, such as rebooting without disconnection and the Alt+ctr+del function.
  • It's easier for data transfer.
  • Multiple people can join session.

Cons

  • A bit user friendly in terms of connecting for user.

Likelihood to Recommend

Well suited: for detailed troubleshooting, where rebooting several times and using the task manager are required. This may be a bit slower for data transfer.

VG
Vikram Gadhave
System support lead in Customer Service at Cepheid (1001-5000 employees)
Vetted Review
BeyondTrust Remote Support
4 years of experience
View profile

BeyondTrust - Bomgar is #1

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

BeyondTrust Remote Support, known as Bomgar, has been a money-saving lifesaver over the past 12 years. It pays for itself every week, reducing on-site visits to minimal physical issues. Returning to pinned clients takes just a couple of clicks. Representative's security options can be configured as restrictive or generous for your application.

Pros

  • Easily connects to remote clients.
  • Ability to totally control a client's computer.
  • Ability to see the client's full screen as your own.

Cons

  • Rep Security profiles have way too many options and are not intuitive to set up.
  • In my opinion, at least three rep profiles (very restrictive, primary, admin) should be built and ready to use.
  • Their in-house support used to be awesome but now seems grossly understaffed.

Likelihood to Recommend

My area includes two states and eleven counties I serve from 2000 miles away. With two clicks, I am into any company computer and can easily fix whatever needs fixing. Bomgar has been a G-dsend for me! I have no experience where it has not been the appropriate tool for me, except, of course, where the problem was connectivity (telco) because one cannot remotely fix what one cannot remotely connect to.

VU
Verified User
Manager in Information Technology (201-500 employees)
Vetted Review
BeyondTrust Remote Support
12 years of experience

BeyondTrust Remote Support.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We use BeyondTrust Remote Support to examine users' computers, help them solve problems, and provide other types of help. We also use it to connect to remote unattended systems for maintenance. It is also possible to use it to let other people connect to our systems and provide support.

Pros

  • Connects help desk works to people needing help.
  • Connects outside help providers to internal systems.

Cons

  • I don't know of any.

Likelihood to Recommend

I had trouble connecting to a mapped network drive. The helpdesk engineer connected to my computer found the problem and solved it.

GB
Gadi Ben-Avi
z/OS system Programmer in Information Technology at Malam (1001-5000 employees)
Vetted Review
BeyondTrust Remote Support
10 years of experience
View profile

BeyondTrust Remote Support sets the standard for remote support user endpoints and devices

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

BeyondTrust's RemoteSupport tool (previously known as Bomgar) sets the industry standard for remotely supporting user endpoints and devices. Their flexibility and functionality are unmatched in the industry, and the interface's intuitiveness is generations ahead of the other tools attempting to compete with their solution. If this isn't enough, BeyondTrust's support technicians, subject matter experts, and account managers are some of the best in the business. With BeyondTrust, the days are long past of an era where your account manager waits until the day after your license expires to ask you if you want to renew or where they only reach out to you when they want your money. I cannot speak highly enough of their teams.

Pros

  • Provide remote support for user endpoints and devices
  • Proactively manage customer accounts and licensing/subscriptions
  • Support their solutions with responsive assistance

Cons

  • BeyondTrust's KBs can sometimes be challenging to navigate, but no more than other competitors

Likelihood to Recommend

I've been working with BeyondTrust's teams, with multiple customers and environments, and they consistently offer top-shelf support whether your environment has 250 users or 25000. Their staff is always patient and friendly in answering questions, working to resolve technical issues (should they occur), and they provide the information to help you understand how to do it yourself rather than perpetually relying on their technical consultants or engineers. They support Android, iOS, Linux, Windows, and macOS, providing instructions on how to interface with each system and make it as simple as possible to help your users regardless of what system they are working on.

VU
Verified User
Technician in Information Technology (201-500 employees)
Vetted Review
BeyondTrust Remote Support
6 years of experience

Happy Remote Support Experience!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use Remote Support for our Ops team to be to have remote access to our end user machines and servers. This allows us to remotely fix issues for users on site and remote as well as troubleshoot issues with our servers.

Pros

  • Fast connection
  • Display scaling
  • User chat

Cons

  • At this time, there's nothing I would change about RS.

Likelihood to Recommend

If you need remote access to your end points, remote support is your answer. It's relatively low in cost, installs and updates are easy to complete, and the end point only requires an internet connection for access.

VU
Verified User
Administrator in Information Technology (501-1000 employees)
Vetted Review
BeyondTrust Remote Support
5 years of experience

Very robust

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

BeyondTrust Remote Support (also known as Bomgar) in our organization was used to resolve several support complexities that were introduced due to the recent pandemic (COVID19). For example being able to support users outside the corporate network, with a wide range of endpoint devices using various operating systems. BeyondTrust Remote Support is a robust tool that works in line with OS security.

Pros

  • Very robust
  • Excellent product support

Cons

  • Professional services/onboarding team
  • Support for IOS
  • Cost

Likelihood to Recommend

BeyondTrust Remote Support (also known as Bomgar) is well suited for large organizations or medium to large scale service providers to provide troubleshooting and ongoing support to their clients remotely. The solution is overkill and not suitable for organizations or service providers having customers with a limited IT budget as the product is not cheap.

VU
Verified User
Engineer in Information Technology (5001-10,000 employees)
Vetted Review
BeyondTrust Remote Support
3 years of experience

Need help? We're there in a flash!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

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

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

Cons

  • 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.

VU
Verified User
Employee in Corporate (1001-5000 employees)
Vetted Review
BeyondTrust Remote Support
2 years of experience

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

Rating: 9 out of 10
Incentivized

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

  • Customer Service
  • Centrally manage and secure remote access
  • Manageable Cost
  • Multi apps and devices

Cons

  • 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.

VU
Verified User
Manager in Engineering (51-200 employees)
Vetted Review
BeyondTrust Remote Support
1 year of experience