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.…
Very robust
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Bomgar now BeyondTrust is awesome and great product for all organizations!
Bomgar is the Bomb!
Saved my bacon
BeyondTrust Remote Support - One of Our Best Purchase Decisions
BeyondTrust (Bomgar) Remote Support Tool Review
BeyondTrust Remote Support Review
Best in class!
BeyondTrust allows for amazing remote sessions
BeyondTrust is great to work with
Great, professional looking remote support with some limitations
Bomgar Remote Support Software Review
Rockin IT with Bomgar
It's not Marmite (everyone loves it)
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Instant message (45)9.999%
- File transfer (44)9.999%
- Annotations (30)9.090%
- Session record (38)9.090%
Pricing
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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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo
Cherwell CSM + Remote Support
Features
Remote Administration
Remote administration software is used to control a computer from a remote location.
- 9.9File transfer(44) Ratings
Securely exchange files with remote computer without having to use email or FTP.
- 9.9Instant message(45) Ratings
Ability for administrator to communicate via instant message with remote user.
- 10Access to sleeping/powered-off computers(27) Ratings
Remote access and troubleshooting of out-of-band computers.
- 9Session record(38) Ratings
Ability to record session for training purposes.
- 9Annotations(30) Ratings
Ability to markup and highlight end user’s screen to provide visual clues or to highlight areas.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Comparisons
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Reviews and Ratings
(214)Community Insights
- 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
- 10Likelihood to Renew63 ratings
- 8.8Availability9 ratings
- 8.4Performance7 ratings
- 9Usability25 ratings
- 9.7Support Rating28 ratings
- 8.8Online Training3 ratings
- 9.1In-Person Training1 rating
- 10Implementation Rating13 ratings
- 8.2Configurability2 ratings
- 9.1Product Scalability5 ratings
- 9.1Ease of integration1 rating
- 9.1Vendor pre-sale2 ratings
- 9.1Vendor post-sale2 ratings
Reviews
(51-75 of 106)Bomgar is the Bomb!
- Canned messages make a great tool for users that need to have some questions answered and would rather not pick up the phone to call us.
- The canned scripts make it very useful when installing applications or patches for our users and it goes much quicker than downloading from our other websites.
- The file store is always a good thing to have, that way we can add our software and other types of software where we can go directly to the source for download.
- I wish the file store could be password protected.
- Some better training.
Great Product for Enterprise Remote Support
- Operating System Independent support
- Access anytime, anywhere, from any operating system or smartphone and tablet
- Secure way to provide and to get remote support
- Make life easier for IT professionals
- To be honest, didn't find any weakness for now, each update is enhancing Bomgar functionalities
Bomgar! Enough said
- How easy it is to learn and use the software. Within a few minutes of hands on experience, I was able to grasp all that it can do for me.
- Puts customers at ease that we are not using a free 3rd party to connect remotely to their system. We are taking their privacy into affect and we are building that trust with the customer
- Customizable to fit our needs within the company. Able to add categories that different types of support can use as well as give us the option to stay "pinned" to the customers that give us permission for quicker access to resolve issues.
- Make it a trusted application for all anti-virus and spyware removal tools. There have been a couple times where a computer has an antivirus or spyware removal tool and thinks BOMGAR is a virus/spyware and need the customer to spend a couple more seconds clicking away and giving permission for us to connect.
- Would like to see the screen adjust properly when connecting to a computer that has a different screen resolution. I use a big computer monitor and when I connect to what seems like a 10" monitor at a recycling yard, I am squinting to see what I am doing, even when I go full screen during the session
- To be able to chat with other representatives within the company that are logged into the system. Better communication on who is what system and pass along sessions without having to email/call that other representative for help/guidance.
Fan of Bomgar
- 3rd party access - an easy and secure way to support solutions for customer satisfaction
- Multiplatform - we are working with Mac and i-devices and everything works well
- Chat - this is a quick and modern way to keep the customer informed and involved in activities
- Jump client - mobil devices are becoming more and more prevalent and they need to be supported as well
- The ITSM tool could be developed a little more
- Voice integration - It would be nice if it included a voice communication capability.
Not much to dislike about it!
- Easy to access multiple screens of a pc
- Instant Messaging is a great feature to inform someone that you are working on their problem without having to call.
- Allowing certain users different levels of access to prevent things being done that shouldn't be.
- Speed of searching and connecting
- Option to automatically leave and disconnect a session if left open too long or closing the program without doing so first.
- During IM session, on screen keyboard would be beneficial in the future; in our environment, our registers do not have keyboards attached so an end user cannot reply to a question or acknowledge they have read our message
bomgar in to resolve issues, it's a verb
- Ease of use for both the rep using it, as well as our end users who need a simplified method of getting support.
- Very secure and easy on system and network resources
- Features, features, features! all at your fingertips. Everything from the current pc states, event logs, and single-click launching to customized scripts and file transfers. Without a doubt, the most easy to use and feature rich solution out there.
- The absolute BEST support i have ever experienced. True support after the sale. very quick, efficient, friendly, and competent!
- Better reporting for some of the better features, such as reporting of their canned scripts.
- Better administration of the support teams. The ability to limit the hours when an end user can actually enter into a support team's queue.
Bomgar is fantastic for Chat and Remote Support, but the skill based routing needs improvement
Our IT Support department uses Bomgar to support our branches. Our employees in our branches initiate a chat with us through our support portal and during the chat we can initiate screen sharing to help the branch employee. It is very helpful in resolving issues remotely and showing employees how to handle some things themselves. For the most part Bomgar does a really good job with integrating a chat support product and a remote support product into one tool. It is very easy to use, both by the support personnel and end-users and always works as expected.
The only short comings I have found is in trying to use Equilibrium, Bomgar's logic engine for automatic session routing. Our agents have to manually grab sessions out of the queue because of the short comings of Equilibrium. Bomgar uses a combination of skills and weights on those skills to determine which agent to send the session to. However, we have been unable to get the system to only send to those with the skills assigned as it uses a logic of skill or available instead of skill AND available. In other words, if it cannot find someone with the skill it still sends to someone available even if they do not have the skill. It also does not allow for agents to put themselves in any sort of Unavailable state. To avoid receiving chats they must log out. Last but not least, a supervisor cannot log in to monitor how things are going without also being logged in as an agent for their group. As a result, Bomgar tries to route sessions to the supervisors. Bomgar’s only response to that so far is suggesting the supervisors just reject the sessions.
So I feel Equilibrium has some room to improve, but if you are OK manually pulling sessions instead of then feeding automatically, Bomgar is a great solution.
- It is very easy for end-users to use
- The remote connection and screen sharing works seamlessly.
- Equilibrium needs "unavailable" statuses for agents.
- Equilibrium needs ability for supervisors to log in without being an agent.
- Equilibrium needs a routing option for Skill plus Available, not just Skill or Available.
Making our owners and users happy
- Remote control and support
- Ability to share a support ticket with multiple IT people in multiple locations seamlessly.
- Ability to get system information on any piece of equipment once its attached.
- The ability to pin devices that we support on a more regular basis, including user computer and servers.
- Sometimes the chat function is confusing.
- The ability to copy files between two or more support sessions instead of using my computer as an in between step.
Review From A Micro-Small Business Perspective
- It is a secure device that I own on my premises.
- Their support has been courteous and effective.
- The product has had zero down time.
- Would love to see managed service applications
Bomgar in Higher Ed
- The streamlined user experience allows support personnel to quickly and easily assist our users remotely with whatever issues they may encounter.
- The granular permissions allow us to authorize technicians with various levels of access.
- The reporting and auditing allow for easy review and extraction of data for analysis with our ticketing system.
- Delivered examples of permission sets and how they could apply would be helpful with initial setup.
Key questions to ask are:
- How many named accounts are required? How many of those will be using the tool at any given time? As Bomgar uses a concurrent use license, this would help weigh the decision.
- Do you have the infrastructure/server space/virtual space for an appliance? While we have and like the physical appliance on premises, this may not be a viable option for others.
- Clientless Chat: The full-client download takes a little bit of time to download and install, we found that the clientless chat worked great for our customers to be able to INSTANTLY talk to the people they needed to with no downloads, then, when it was time for remote diagnostics or remote control, the agent could inform the customer what was going to happen and give them the steps to update to the full-client.
- Connections through Firewalls: Since Bomgar uses commonly open ports: 80, 443, we were able to get around problems with other tools that required additional ports to be opened on customers' firewalls. Bomgar gives us the greatest flexibility to run across multiple customers' environments.
- Jump Clients: Provide our Primary and Dedicated (PSE/DSE) Support Engineers easy access to the systems that they support at their customers' locations. Being able to "Pin" a server, and Jump to it whenever necessary gives us the ability to PROACTIVELY support our high-value customers.
- Mobile Platform Support as Client, and Agent: Having programs that can be installed on mobile devices such as Android and iOS allows us to both run the Bomgar support program, AND SUPPORT Customers also on mobile devices. This provides us a "Support any customer, anywhere" mantra which allows our workforce, and customers, flexibility.
- Sysinfo collection: Bomgar's system information tab/collection allows us to get customer hardware information quickly and easily, and puts it into the hands of our support engineers in a common format no matter what the end-user-operating-system is.
- Being able to "Pin" sessions on Mobile Devices
- Queue/Team "Routing" Rules, like Vectoring in a PBX
- Customizable Client Sounds (ie Notifications, etc).
Remote support done right with Bomgar!
- Broad platform support – IT support staff can use a variety of devices to securely connect to remote computers and devices. This also enables IT to consolidate multiple remote support tools into one (Bomgar), reducing complexity and saving on licensing costs.
- Extensive API support that allows us to integrate our home-grown service desk ticketing system with Bomgar, tying recorded sessions with service tickets for future reference and training.
- Powerful features like collaborative support, access sponsor, transfer and escalation, enabling higher tier support personnel to hop in when necessary to resolve issues or to provision service in first contact with user.
- A variety of Jump capabilities – attended and unattended with support for dynamic session policies.
- Bomgar is a rather mature remote support platform with little room for me to complain about. As a wish list item, I would like to see better remote support for iOS devices such as iPhone and iPad.
Try it out yourself
- Reliability - The box never fails... We have used multiple SaaS solutions and always seemed to have downtime during the worst possible times... This box (we have HA) never dies!
- Support - The Bomgar support staff is amazing... They are extremely helpful and always know exactly what is going on.. They treat you like real humans not another number..
- Features - Bomgar regularly releases updates and always brings a "WOW" factor to the table when showing new features.
- Listening - Bomgars developers really listen. The community drives features not corporate - this enables us to give feedback and really see features that help us do our job better.
- The company really does an amazing job - They listen... That is hard to find in a product now days.
- Minor minor functionality preferences such as "how this box looks" or "auto run this script instead of clicking on it" - on a high overview they are always releasing new features, some of which we gave feedback on.
Bomgar - it simply works
- Ease of use
- Quickly see what is going on and fix it
- Listens to customers
- I wish it could remote iOS devices - though it is Apple that prevents that
Then Bomgar came around. We managed the appliance, had quick access to all of our reporting, management and, analysis tools, and could didn't have to worry about shared logins or who's using whose license. Reps were encouraged to let the customers show them what the problem was. In return, reps were able to more effectively show customers how they were fixing their problems and could throw in some solid training pointers as well. We've also expanded Bomgar usage to our customer implementation and internal helpdesk departments.
The B300 hardware has been great too. Not a single issue since we deployed it about 4-5 years ago.
- Easy connection to customers who require a more robust support experience.
- Great for introducing customers to a new product!
- Effortless connection for internal helpdesk issues.
- The management UI (GP, user, and team sections specifically) could use a little improvement; it's all still quite useable though.
Technologies Version of the Swiss Army Knife
Our sales and marketing folks also use Bomgar to host demos and presentations. The appliance allows for effortless access and passing of the controls to multiple parties. This saves our organization from the 3 separate tools we used before Bomgar. This also allows us to showcase the tools value in multiple instances besides ITSM.
- Allows the user to see and control the persons machine that is experiencing the issue. This access saves time, allowing the technician to be hands on.
- The appliance's ability to add folks to the session during escalation is invaluable. This helps to resolve the issue much faster.
- Bomgar's ease of use makes it a preferred method for our customer demos. A demo can be scheduled or spun up instantly with great ease.
- The ability to create larger audiences would eliminate having to use another tool for over 35 people.
- An easier way to access recorded information while still engaged in the session.
- Additional reporting features for IT evaluations.
Bomgar is the Bomb!!!
- Pinning devices for anytime access
- Support teams
- File transfers between client and support rep
- Active directory integration
- Support rep console interface
- Customization of features
- Presentation mode
Bomgar - It really is that good.
- Reliable and fast support - I looked at various products before deciding on Bomgar and it always came out on top, they are constantly updating the product and the updates are based on what the users want. They listen to their customer base.
- Great Support - Have never had a request not being answered or had to wait a long time for a response, the help portal that you have access to as a Bomgar customer is full of useful information and makes it easy to customize and find solutions to problems.
- The ability to add unattended sessions that are not just server based, i.e. Jump Clients to RDP shortcuts, Shortcuts to Switches and routers etc all to be stored in the existing customer group.
Bomgar is much easier for our customers.
- We are a solutions provider for financial institutions, so security is an important consideration. Having the Bomgar appliance within our firewall, rather than using a cloud-based remote support solution, enhances our security and protects against the introduction of viruses as well.
- Bomgar was much more intuitive to use than the other solutions we evaluated. It is clearly a tool designed for remote support, unlike its competitors, which are often a meeting solution that doubles as a remote support tool.
- We immediately saw the value of the Jump Client feature, which allows me to quickly and reliably take control of our servers or an employee’s computer to fix an issue or perform maintenance
- It would be nice if all of your admin controls were in one place. Currently you have to use a web interface to apply updates instead of being able to do this from your appliance control panel.
Bomgar after 2 years of using it...
- Bomgar has allowed us to improve collaboration between our support teams by utilizing the team queues and inviting reps from other teams into sessions.
- We have improved our vendor management process by using embassies within Bomgar.
- Bomgar has enabled us to steamline our remote support, regardless of platform.
- I honestly can't think of any. On the few times I have contacted Bomgar asking if a particular feature exists they've either advised that it already does or that it will be in an up and coming release.
Retailers use of Bomgar
- Bomgar works on all network types. T1, cellular and even dial backup. The user can be inside the vpn or anywhere in the world and the support experience is exactly the same
- File transfers and canned scripts are an excellent feature
- The ability to use the shell jump feature to support network devices is excellent. Couple that with predefined scripts and you have a powerful tool to fix most device issues.
- I would like to see full function from the mobile client. Shell jump would be especially useful
Simple Bomgar Review
- We have owned many products that offer remote functionality as a feature, we stick with Bomgar because the product is reliable and has always been reliable.
- Bomgar gives us the ability to support all the platforms utilized in our environment from almost any where on any device.
- The engineers at Bomgar have done a very good job providing a product that has given us very few issues.
- I would like to see the option for voice in presentation mode.
Bomgar. Just get it.....
- Awesome remote support.
- Works on all devices.
- Can offer support to mobile users while you are also mobile.
- It can be a bit overwhelming, there are a lot of options, do not be afraid to start simple and build on it slowly.
Interesting name, better product!
Additionally, we have other departments using the presentation function to run meetings, attended by managers of our shops all across Canada.
- Jump client configuration is simple so that computers are grouped logically, to make them easy to find
- Presentations are a snap to setup and invite attendees via email
- Configuring the user portal with public DNS allows for users to get connected to a support session quickly and easily. In this way, we can also provide support to home users machines, if they don't already have the jump client installed.
- Have not come across anything that I say needed improving.
Bomgar's a Rockstar
- Probably top most on my list is the support from Bomgar - they use their own product and take their support very seriously. They have always been available when I've needed help. They even set up a temporary host on their server when my IT crew, mistakenly plugged into the wrong port.
- Talk about documenting a support session. We have the complete recording of what a tech will do to help a customer. There are no ambiguities as to what was done or not done. Not that any of our customers have complained about a support session - quite to the contrary all customers that give reviews after a support session rate the experience as either high or very high.
- Best of all...I can help my mother in law with her computer without having to go to her house.
- It's hard to come up with something that I don't like. Bomgar is very responsive. If you had asked me this last year, I would have said that getting customers connected with our system was difficult, but Bomgar has come up with programming that makes it easier for the customer to figure it out.
- Administering the unit is sometimes confusing, but it doesn't happen that often - which could be why I'm not that quick about it.