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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 Mid-sized Companies (51-1,000 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
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May 15, 2022
Very robust
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.
- Very robust
- Excellent product support
- Professional services/onboarding team
- Support for IOS
- Cost
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
- 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
December 13, 2019
BeyondTrust Remote Support - One of Our Best Purchase Decisions
Score 10 out of 10
Vetted Review
Verified User
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%.
- 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.
October 01, 2019
Best in class!
Score 9 out of 10
Vetted Review
Verified User
We use it for remote support for PC, VDI and mobile devices. It saves us time to control these devices remotely to optimize and speed up the troubleshooting processes.
- Remote control of devices.
- Information gathering of said devices.
- Ease of use for users to connect to us.
- Installation and upgrades.
Remote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.
- Support Sessions are easy to set up
- Configuration was simple
- Upgrades are easily implemented
- Un-attended remote sessions are not possible without paying for extra tools
- Client upgrades can be finicky
August 05, 2019
Rockin IT with Bomgar
Score 8 out of 10
Vetted Review
Verified User
We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons as well.
- Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this.
- Scripting reduces the time to deploy software
- One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable.
- Cannot use multiple resource files in a script and not enough space for storing the resource files.
March 27, 2019
BeyondTrust Remote Support
We use it as our primary remote support service to help troubleshoot and fix issues with our users. This product is used by our entire IT Department. It helps with immediate or rapid support from our team to our end users.
- Remote support service.
- File sharing.
- Desktop and screen sharing.
- None that I can tell.
We have 150 local network accessible users running the jump client we can access without requiring user assistance. We have 70,000 customers and any other remote system that we can gain access to via the web portal. We use the presentation portion of the application frequently to share a desktop for multiple users to view. Bomgar Remote Support Software is an awesome application that has made remote access/management of system a breeze. Can't imagine having to work without it.
- Allows groups to be set up and limit system access by the group.
- Ability to wake system at remote locations if one system with the client loaded is running at the remote location.
- Ability have multiple users log into one remote system.
- Ability to transfer access to another user.
- Web browser access to support agents devices when the application is not available.
- System is difficult to set up initially without assistance from Bomgar support.
- System remote access can only be limited by groups not per user.
- Sometimes difficult to find options when administering the system.
July 22, 2018
Bomgar is Efficient and Effective
Score 10 out of 10
Vetted Review
Verified User
Bomgar Remote Support Software is used by our department to support ourselves and a handful of other department scattered across campus. This is extremely helpful when the issue is urgent and requires immediate attention or there is bad weather that would make the trek across campus difficult or otherwise unpleasant.
- Bomgar is easy to use and sessions can be initiated by the user or the technician.
- Bomgar is compatible with a wide variety of devices and most devices can be Bomgar'd to and Bomgar'd from.
- I have no complaints with this product.
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.
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
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.
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 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 - 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
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 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
November 11, 2015
Great Product for Enterprise Remote Support
Bomgar is used by whole organization, we are using it to support our customers around the world. We reduced our onsite IT support visits around 70% with Bomgar. As we are an IT consultancy company, we sold Bomgar to many customers, like ministries, educational institutions, health, finance and hospitality organizations. All of them have given very positive feedback. It is a great device for remote support services.
- 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
August 24, 2015
Fan of Bomgar
Bomgar fits in our solutions, because of the integration into several ITSM tools. We get in contact with our customers to have a solutions which optimize first level support. Furthermore we found customers who were looking for a reliable and secure solution. Internally we use it to support our co-workers and I am really happy that we have this solution in place to get help, chat whatever I need.
- 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.