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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
(1-25 of 84)Companies can't remove reviews or game the system. Here's why
September 24, 2020
Bomgar is the Bomb!
Our department recently got licenses for Bomgar from our central Office of Information Technology (OIT) and it has been extremely helpful in providing remote support to our users while working from home. It allows easy elevation of privileges so we can do admin functions on the users' computers remotely.
- Easy to use both on Mac and Windows.
- Users of all skill levels have had no issues connecting with support staff.
- Invaluable resource for tech support working remotely.
- Voice chat with the user would be helpful so we could talk about the issue verbally rather than just through chat.
- There are some issues elevating privileges when connecting to Windows computers from a Mac.
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 12, 2019
BeyondTrust Remote Support Review
Score 10 out of 10
Vetted Review
Verified User
We are currently using BeyondTrust to remotely control 200 endpoints. With a wide variety of tools that can be used during the remote session, this is a great remote tool.
- Reliability.
- It offers a wide variety of tools.
- Connectivity.
- Reporting.
- System description.
- More chat features.
- Delay time when starting a session.
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.
August 23, 2019
BeyondTrust allows for amazing remote sessions
BeyondTrust is being used by us for remote support at our service desk. It is very beneficial in allowing us to remote to any machine with an internet connection, whether they are on our network or not. This has helped a lot with employees that work at home. We have also been using it for whitelisting some applications to allow users to install them or manipulate them as needed without the need to provide admin rights.
- Remote support is quick and easy.
- Allowing users to install apps without the need for local admin rights.
- File transfers have been helpful as well.
- None.
August 05, 2019
It's not Marmite (everyone loves it)
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar in the ICT department to take control of various corporate PC's across the campus and at remote campuses to reduce the need for desk side visits.
- Brings many remote support tools into one location making it easier to use for for both our less experienced technicians and our technical experts.
- The reporting features of Bomgar, in particular session recording is a great tool to record complex issues.
- Canned Scripts are excellent for reducing the time to deploy various utilities and software.
- I would like to see the ability for individual canned scripts to be able to use more than one resource file.
- I would like to see a 'wysiwyg' editor for the Public Site Web Template (in addition to the html editor).
- I would like to have more space for canned script resource files.
April 26, 2019
Bomgar, now BeyondTrust, provides easy remote support
Bomgar Remote Support Software is only used by the IT department to support end users and to gain unattended remote access to manage the servers in our environment. It enables our support technicians to assist users on any platform from anywhere.
- Support from anywhere.
- Support for any platform.
- Support to anywhere.
- The one functionality that was missing, being able to blank the end user's screen while working on it, has been added back in the most current release. I have no complaints now.
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.
July 27, 2018
Bomgar Secure remote support tool is tops
Score 10 out of 10
Vetted Review
Verified User
We used Bomgar 2 years ago to provide secure remote support to end users. It replaced TeamViewer as it provides reporting, SAML authentication and integration with ServiceNow. We can now provide monthly metrics reports to leadership for all our technicals and groups utilizing Bomgar remote support. The SAML authentication provides secure 2 step authentication for all our techs. The ServiceNow integration has been tested and will be rolled out in our organization later this year.
- SAML authentication works perfectly enabling us to set up members in workgroups to provide secure access
- Reporting: Detailed usage by techs on all the remote sessions they performed each month
- Integration with ServiceNow is a feature we are excited to implement later this year
- Reporting is limited to a set number of past days and requires an additional purchase to retain data long-term
- Chat support needs to be able to be set for certain hours within 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
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.
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.
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.