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Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive …
Overview
What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.BeyondTrust offers deployment options that can fit a company’s business needs.…
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Popular Features
- Instant message (45)9.999%
- File transfer (44)9.999%
- Annotations (30)9.090%
- Session record (38)9.090%
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What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world. BeyondTrust offers deployment options that can fit a company’s business needs. The…
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Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo
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Cherwell CSM + Remote Support
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What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.
BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of 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 Features
Remote Administration Features
- Supported: File transfer
- Supported: Instant message
- Supported: Access to sleeping/powered-off computers
- Supported: Session record
- Supported: Annotations
BeyondTrust Remote Support Integrations
BeyondTrust Remote Support Competitors
BeyondTrust Remote Support Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
Frequently Asked Questions
GoTo Resolve, LogMeIn Rescue by GoTo, and TeamViewer are common alternatives for BeyondTrust Remote Support.
Reviewers rate Access to sleeping/powered-off computers highest, with a score of 10.
The most common users of BeyondTrust Remote Support are from Enterprises (1,001+ employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
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.
Users commonly recommend Bomgar for its robustness and versatility across multiple devices. They suggest using Bomgar for desktop support and remote access, as well as for easy-to-use remote support and customer service. Users also recommend trying out Bomgar's trial version and seeking feedback from experienced users to get a better understanding of the product. They praise Bomgar as a reliable and secure remote support tool with extensive experience and innovation in the field. In addition, users highly recommend Bomgar for its user-friendly interface and secure remote connections. They emphasize the importance of proper training and implementation before deploying Bomgar for remote support of user machines. Users find Bomgar particularly useful for low bandwidth connections, thanks to its directory of computers and web portal.
Furthermore, users express satisfaction with Bomgar's support features as they alleviate frustration and increase customer confidence. They appreciate its all-in-one tools for diagnostics, repairs, backups, and more. Responsive remote support is highlighted as another positive aspect of Bomgar, along with its reputation as a secure product that can be relied on. Users highly recommend Bomgar for its excellent features and expandability, citing increased staff productivity as one of the potential benefits. Comparing it to other remote support tools like GoToMeeting and TeamViewer, users believe Bomgar stands out in terms of user-friendliness and top-notch security.
BeyondTrust Remote Support is also mentioned positively as an efficient tool for addressing customer needs remotely. However, some users recommend trying other solutions before settling on BeyondTrust Remote Support. Overall, users think Bomgar is an excellent product that offers secure screen sharing, straight-to-the-point functionality, and suitability for remote access support.
Despite some concerns about high yearly maintenance costs, users still recommend Bomgar for its security features, multi-OS support, and usability for support teams in terms of screen sharing and remote administration. Additionally, users appreciate the outstanding qualities of the software in terms of performance, making it their preferred choice over other remote solutions. They advise others to take advantage of the demo and training provided by Bomgar, which adds to the positive experience of remote support and ease of use for phone remote connection and management. Users also consider the support provided during installation, setup, and customization as praise-worthy.
Attribute Ratings
Reviews
(26-50 of 106)Companies can't remove reviews or game the system. Here's why
July 20, 2018
Orange you glad you tried Bomgar? I am!
Score 10 out of 10
Vetted Review
Verified User
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!
July 20, 2018
Bomgar - The Game Changer
Score 10 out of 10
Vetted Review
Verified User
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.
May 24, 2018
Great for Remote support
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.
March 16, 2018
Bomgar - For Assisting Users Off-Network
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.
December 19, 2017
Review of Bomgar remote Support
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.
December 13, 2017
To Bomgar or not to Bomgar!
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
December 12, 2017
Great, easy software!
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
August 30, 2017
Non-profit volunteer support
Bomgar is used to support volunteers with their access to our internal email system and infrastructure.
- Ease of use - volunteers are easily able to initiate a support session to get their issues resolved.
- It leaves no trace - after the completion of a standard support message, nothing is left on the volunteer's machine, no software has to be permanently installed.
- Security - It has an accurate audit trail, and is very secure.
- Price - I hate to say this, but it was the only stumbling block for us. Bomgar's expensive, but it is worth every penny.
July 06, 2017
Bomgar - A key to our success for the last decade
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.
- 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.
February 07, 2017
Bomgar Remote Access is reliable, efficient, and powerful!
Score 9 out of 10
Vetted Review
Verified User
Bomgar technology is leveraged every day in our organization and is an indispensable tool empowering technology staff to troubleshoot, diagnose, and assist users in well over 100 locations across the state. The technology has truly transformed the way we interact with users and has saved countless dollars in travel costs. A direct line to the end user provides tremendous value and truly amazes those supported.
- Rapid deployment
- Extremely reliable
- Wide array of built-in tools
- Support is phenomenal
- Dormant agents sometimes don't connect (or automatically update) after a deployed update
- Cost
Bomgar is primarily used to support external customers by one business unit, but other business units are also planning on using it after seeing how secure and powerful the tool is. The key business problems addressed are: high security, meets compliance with audit trails, highly customisable, and it's cheaper in the long run than similar products.
- Integration with security providers, easing the admin burden and increasing security.
- Integration with ITSM platforms and great consulting service to get enterprise systems working.
- Powerful feature and scripts - really make it easy to produce and easy for non tech staff to use canned scripts.
- Administration of back end could use more improvement to make admin life easier. Focus is on the end user rather than sys admin.
- Executable based, could be blocked during downloads and security software. Bomgar should focus on IoT (Internet of Things) more.
- Too many admin settings, not easy to find. Need a search feature.
May 23, 2016
Bomgar - The best there is!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used on a daily basis by the whole IT team to troubleshoot issues remotely, even if the client is outside the network. We use it mainly for remote support, screen sharing and presentations. It's also used to give access to external firms on some shop machines. Since we can monitor and record sessions, if anything gets messed up we can check what was done wrong.
- Remote support on your local network AND outside of your local network. It also uninstalls itself afterwards.
- Jump in a client's machine (while in the same network) using computer name or IP address.
- Supports Android users by remoting in phones/tablets.
- Apple support. For now, Apple does not allow remote control, and its limitations to see only screenshots INSIDE the application are not easy to explain to users.
April 27, 2016
Moving to Bomgar, just a better investment.
Score 9 out of 10
Vetted Review
Verified User
Supporting clients is always a challenging task, especially when you are supporting individuals, that are outside your organization. In my area of IT that is what we do every day, supporting users that are outside of our organization. Our budget is limited and our personnel resources are stretched thin just like most IT support groups. We had been using one of Bomgar’s competitors but the licensing was putting excessive strain on our budget and they the only thing the competitor was offering was extra fees for services that we would lose if we did not pay them. So I came across Bomgar and was able to demo their product. It fit my needs and budget perfectly. I was able to easily provide an ROI and get Bomgar integrated in quickly. Now Bomgar is not only my team’s primary remote access tool, other departments within my company have purchased licenses so that they too can benefit from this great resource. Bomgar has easily replaced my old remote support tool and helped not only save my budget but others within my company as well.
- The ability to transfer files within the Bomgar application has been key to our success.
- Creating "canned scripts" allows us to run rather lengthy powershell scripts with ease.
- We using our recorded sessions for training purposes as well as working with our vendors.
- Some clients will have UAC enabled on their PC's and the black out screen seems unnecessary, the remote user should not be blocked, but rather allowed to click the okay on the notification. Bomgar is the only remote application I have used that does this and it is frustrating.
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar to provide technical support to our users worldwide. It gives us the ability to connect securely to our staff and provide remote assistance. We have also used jump points to help us connect directly to computers for remote upgrades and updates.
- Simple client install
- Bomgar is always up to date with the latest technology trends
- Multi device support (ie: Mac, pc, IOS, android)
- I am extremely happy with Bomgar and cannot think of any weakness currently
February 03, 2016
My Bomgar review
Score 10 out of 10
Vetted Review
Verified User
Bomgar, at first, was used in my organization as a tool for only the helpdesk support staff. We were still under utilizing it until one winter was really bad and everyone started to use it as a means to keep doing the work. It has now since spread to other departments within our agency to use as a support tool for helping [customers] and basic training on business software. I personally used it to help connect to all state parks and load software on all of the machines and never left my desk. Hundreds of hours in travel time saved.
- Connectivity. Bomgar can connect to any system regardless of OS. BIG plus!
- Minimal to no footprint left on user's machine. It removes itself after a support session is done. I have yet to see it fail to do so.
- The features keep getting better and better. Creating RDP sessions within Bomgar, specific security settings can be set for vendor access, better Active Directory integration.
- Windows Mobile Support. To most, it isn't a big deal. With the upcoming Windows 10 unified OS, I think it is time for an across the board remote software platform.
- Universal (desktop and mobile) app for Windows 10
February 02, 2016
Odd Name, Great Product
Score 9 out of 10
Vetted Review
Verified User
Bomgar is very easy to use on both the technician side and the end user. The ease of starting a remote session from a webpage is unmatched!
Recently we received several calls that our remote touchscreen computers wouldn't log in. When you click on the username, the screen flashes black then back to the login screen.
I was able to use Bomgar to remotely file transfer the Window's log files and found the error was with LogonUI.exe. After a quick Google search, I found a Reddit post stating that you need to run a Windows recovery disk or the touchscreen needed to be unplugged from the USB port (not so easy on an all-in-one) then a bad windows update could be uninstalled.
Since none of these solutions would work because I was not at the computer, I needed another way. Since Bomgar has a command shell feature, my personal favorite, I was able to run "wusa /uninstall /quiet /forcerestart /kb:3097877" to uninstall the update remotely. After the computer restarted everything was back to normal.
Try to do that with your average remote desktop program!
- One off remote session can be initiated from a web page.
- Saved remote connections.
- File Transfer.
- Organizing saved remote connections.
December 16, 2015
Bomgar an investment that will return value year after year
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar for chat support and remote support for IT. We also have a division that uses it for training purposes. We originally purchased Bomgar for the functionality so that you can reboot the machine and it would automatically reconnect. It allows our technicians to be able to support people in remote locations that before they would have had to drive out to the site to troubleshoot.
- Unattended remote support through jump clients.
- Flexibility of providing remote support through a number of devices including mobile.
- You have flexibility to choose to deploy a physical appliance on-site or virtual appliance in the cloud.
- No native integration with LANDesk without use of an API and professional services to build one.
December 16, 2015
Bomgar, more like BomGREAT!
Score 10 out of 10
Vetted Review
Verified User
We used Bomgar to support end users, specifically to address software configuration concerns, install printers and software and view error messages. It provided us a better view which helped our technicians create more accurate tickets when escalating issues.
- Easy access for end users to join a session with a technician.
- Provides additional space to allow multiple users to see a single desktop.
- Allows for uninterrupted access once the client and server are connected. Even through rebooting.
- Configuration can be difficult. As infrequently as I use the administration portion of the appliance, I would like there to be an easier way to determine where I need to go to do certain administrative functions.
December 16, 2015
Bomgar - The Bombiest Bomgar Ever
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar in our Service Desk to remote to users all across the world. We have 1000+ employees locally, but thousands more than that worldwide. Bomgar is the perfect tool to reach all of them.
- We're able to remote to any computer, even if they're not on our domain.
- We can remote to phones to support them better.
- Being a PC based company, working with Macs is difficult. Bomgar enables us to remote to them, and help support them, even if we don't know what we're doing. :D
- I honestly can't think of anything, as they do a good job of updating as they see fit.
- If they could do ticketing, that would blow me out of the water...
December 16, 2015
Why I love Bomgar!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used by our service desk and IT employees to provide remote support for the state of Colorado.
- Easy to use, our service desk can connect easily to users' machines to provide support.
- User administration is simple, use of group policy within the tool is a great feature when managing a lot of users.
- The ability to use jump clients and share sessions with coworkers.
December 16, 2015
Bomgar is your remote support tool answer
Score 9 out of 10
Vetted Review
Verified User
I use to use my own TeamViewer account for remote support, because PCAnywhere was so bad. We finally got Bomgar and that’s all I use to support my clients out in the field. I can start support sessions from anywhere on my iPhone and transfer it to my queue when I get back to my desk. What I really love doing is when I am working on someone’s system instead sitting at their computer to finish, I start a session with my phone and carry it back to my desk and complete my work from there.
- Ease of access
- Mobile friendly
- Vendor Access
- Mobile to mobile support would be great on IOS
December 16, 2015
Bomgar at the University of Tennessee
Score 10 out of 10
Vetted Review
Verified User
Our IT at the University of Tennessee is centralized into one Office of Information Technology. Our first tier HelpDesk is granted full access to all of the remote support features. We facilitate anywhere from 20-30 sessions per day among 15-20 support reps. Our tier 2 desktop support also uses the client to attempt to resolve desktop support-related issues from their desk. This allows them to resolve issues from their office, regardless of where the user is physically on campus. Our entire OIT organization has access to Bomgar and many of them use it to solve remote issues for their customers. Bomgar address the business problem of getting end-users back to work as efficiently as possible.
- Agent client available for Mac
- Jumpclients for fast access
- System profile information
- Fast end-user connection
- The reverse screen share feature was moved in version 13 and is hard to find.
- Version 13 introduced a bug with reverse screen sharing windows being cascaded which I believe was fixed in version 14.
- May be considered pricey compared to some competitors.
December 16, 2015
Bomgar is the best solution for branch office support.
Score 10 out of 10
Vetted Review
Verified User
The University of Tennessee Institute of Agriculture uses Bomgar to support approximately 1000 users located in over 100 offices throughout the state of Tennessee. We support OS and software issues on desktops, laptops and servers. This system has allowed us to reduce our support travel expenses by 75% and greatly increase the speed of response to IT issues. We also allow non-technical staff to use the system to support/train distant employees. This system was so successful, that the main campus IT helpdesk has now incorporated their own unit for student/faculty support.
- Ability to connect to pc's regardless of carrier or firewalls.
- Ability to connect to pc's during off hours when employees are not at their desk.
- Ability to connect using multiple devices. (IOS, PC, Mac)
- I would like to see a voice chat capability added to the system.
- I would like to have access to canned scripts through a web interface. This would be useful those limited times I am actually working on a pc in person.
- I would like to be able to use files in the filestore for canned scripts rather than having to upload them a second time.
December 16, 2015
Bomgar....It should be on your Bucket List!!!
Score 10 out of 10
Vetted Review
Verified User
We are using Bomgar in the IT department to support 200 internal as well as 200 external sales people. We are able to support the end user computers, and we support the sales computers and their Samsung Smart phones.
- The ease of use for the Rep console
- The ease of explaining to a non computer savvy person how to connect
- Remote control of all devices we support - Samsung Phones, Windows Platform, and MAC computers. We do not support iPads, as we are unable to remote control them if needed.
- We are using PAM for our vendors now
- I would like to see file transfer between sessions, rather than copying to my local machine and then to the remote host.
Score 10 out of 10
Vetted Review
Verified User
Bomgar has been by far the best remote support software for the Help Desk and Technical Department. Bomgar has helped different departments such as Technical, Help Desk, Programmers, Instructional, Security, Virtual environment, etc.
We really satisfied with the kind of multiplatforms is capable of supporting from simple task like update a plugin to major security clean ups. With the feature to present (Screen sharing) online it also acts like a training tool or even for meetings.
AMAZING nothing has been able to provided all in one tools that is easy to use and manage.
We really satisfied with the kind of multiplatforms is capable of supporting from simple task like update a plugin to major security clean ups. With the feature to present (Screen sharing) online it also acts like a training tool or even for meetings.
AMAZING nothing has been able to provided all in one tools that is easy to use and manage.
- Easy to access and to be contacted by the end user... for example email, support site, link, IP or computer name
- All-in-one tool where you can diagnose, troubleshoot, update, train, present and repair
- Less time from the customer explaining what is wrong .... more time fixing the issues and making the customer happy
- Easy file transfer/Present/troubleshoot/chat support/ recordings/ surveys/ reports/ command shell/ jumppoints
- Secured access in case you need a third party to assist with an issue
- Until now nothing yet I keep pushing the envelope on several connections at the same time ... and it hasn't frozen on me at all. It's very reliable.
- Kind of expensive but worth it