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BeyondTrust Remote Support

BeyondTrust Remote Support
Formerly Bomgar

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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Recent Reviews

TrustRadius Insights

Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive …
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TrustRadius Insights
TrustRadius Insights

Very robust

9 out of 10
May 15, 2022
Incentivized
BeyondTrust Remote Support (also known as Bomgar) in our organization was used to resolve several support complexities that were …
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Saved my bacon

9 out of 10
June 24, 2020
We absolutely love Bomgar, or I guess now BeyondTrust Remote Support. It makes my job possible from almost anywhere. I can support someone …
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Best in class!

9 out of 10
October 01, 2019
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 …
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Rockin IT with Bomgar

8 out of 10
August 05, 2019
We use Bomgar to access remote user PCs to assist them with questions, issues, and training. Other departments use it for various reasons …
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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

View all 5 features
  • Instant message (45)
    9.9
    99%
  • File transfer (44)
    9.9
    99%
  • Annotations (30)
    9.0
    90%
  • Session record (38)
    9.0
    90%
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Pricing

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BeyondTrust Remote Support

BeyondTrust Remote Support

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • 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

YouTube

Cherwell CSM + Remote Support

YouTube
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Features

Remote Administration

Remote administration software is used to control a computer from a remote location.

9.5
Avg 8.9
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Product Details

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 TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple 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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Comparisons

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Reviews and Ratings

(212)

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!

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

Bomgar - The Game Changer

Kevin Baldwin | TrustRadius Reviewer
Kevin Baldwin
PC Technician
Cape Fear Community College (Higher Education, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when students have issues with passwords or registration and they need a little assistance. And Bomgar works across many platforms, no worries if the student needs help on their tablet or pc or Mac. We can connect to their home devices regardless.
March 16, 2018

Bomgar - For Assisting Users Off-Network

Michael Wachter | TrustRadius Reviewer
Michael Wachter
Technical Support Analyst
Atos (Information Technology and Services, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Bomgar is most appropriate when assisting users who are not connected to the same network and/or work remotely. They only require a web browser to access Bomgar and allow the remote connection.

Bomgar is not suited for users who are connected on the same network as there are other, simpler applications that would work better.
December 19, 2017

Review of Bomgar remote Support

MR
Michael Rhodes
Client Device Engineer 1
CHRISTUS Health (Hospital & Health Care, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Appropriate for off-network remote support, on network remote support, transferring files to a PC or server; works on VPN as well. This works well when your bandwidth is sufficient. The jump client is great for handling unmanned stations, headless systems, and autologin systems. I have not had the opportunity to use against a mobile device or non-Windows operating systems.
December 13, 2017

To Bomgar or not to Bomgar!

Verified User
Supervisor in Information Technology
Higher Education Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Excellent for being able to see what the users are seeing on a large number of devices. We don't have a specific BYOD policy as such but it really helps when you can try to support as many devices as possible. Chat is also great, especially when supporting users that are in areas when phones are not always available such as libraries. The whole support scenarios also act as a useful training tool for our users. We not only resolve most issues remotely but it also gives us an opportunity to train our users to resolve most problems of the same nature in the future. The fact that it works for most configurations and systems allows us to support staff and students worldwide.
August 30, 2017

Non-profit volunteer support

Russell Long | TrustRadius Reviewer
Russell Long
State Technology Support Director
Liquid Web (Non-Profit Organization Management, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I truly could not support my users without Bomgar. We're an organization spread over an entire state, and several of our users are not very computer-savvy. With Bomgar it is easy for them to initiate a support session, and from there, I can resolve the rest of their issues.
July 06, 2017

Bomgar - A key to our success for the last decade

Patrick Cranston | TrustRadius Reviewer
Patrick Cranston
President, Cranston IT
FileMaker Inc., an Apple subsidiary (Information Technology and Services, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.
June 27, 2016

Is Security important to you / your company? Invest in the best... Use Bomgar!

Verified User
Project Manager in Customer Service
Financial Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for security sensitive organisations with auditing and compliance needs, like government, financial, legal firms. Not suited for security sensitive organisations that block executables on the firewall.
April 27, 2016

Moving to Bomgar, just a better investment.

Tim Thomson | TrustRadius Reviewer
Tim Thomson
Manager Client Support
Miraca Life Sciences (Health, Wellness and Fitness, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
At my company we started using Bomgar with the express intent that it would only be used for supporting our remote clients. That being said, after our internal teams used it they quickly wanted to convert over to it from the internal system they were using. I really believe Bomgar is one our company's greatest finds.
March 16, 2016

Bomgar - Our first and last choice for remote support software

Tracy Roberts | TrustRadius Reviewer
Tracy Roberts
Director of Information Technology
Luis Palau Association (Religious Institutions, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
We mainly support pc environments but I do have a half dozen remote MacBook Airs that I provide support to as well. We are using the hosted version with 5 tech support clients. Bomgar can be used for the small office and scaled up to support very large organizations as well.
February 03, 2016

My Bomgar review

Verified User
Technician in Information Technology
Government Administration Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
What products have you used? What products have you researched? Did all the products require you to have security set? Did the products require you to dial a phone number? Did you have issues connecting to that number? Was the software easy to understand? Is there a specific functionality that you need (accessing the registry or a command prompt) without user intervention? Do you need to work on the machine without the user being present and shutdown when done?
December 16, 2015

Bomgar an investment that will return value year after year

Bryan Todero | TrustRadius Reviewer
Bryan Todero
Manager Corporate Business Systems
Hill International, Inc. (Construction, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Bomgar is well suited if you want your employees or customers to have the ability to just chat with a representative because they need their password reset or if they have a question. It also works really well to troubleshoot those people in remote locations where before you might have had to send a tech out to troubleshoot. Our division that uses it for training loves the ease and flexibility of the solution.
December 16, 2015

Bomgar, more like BomGREAT!

Nathan Childs | TrustRadius Reviewer
Nathan Childs
Information Systems Resource Technician
Alamo Colleges (Information Technology and Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Bomgar is well suited anywhere users are in need of a technician seeing the issue they are calling about. It would be less suited for an environment that has peripherals attached to a computer simply because you would be less likely to be able to troubleshoot those peripherals.
December 16, 2015

Bomgar - The Bombiest Bomgar Ever

Robert Haack | TrustRadius Reviewer
Robert Haack
Service Desk Technician II
NU Skin (Information Technology and Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Anytime you need to remote to another device, Bomgar is the thing to use. It's quick, easy, and provides you with powerful options while working with a customer. I've supported people from all around the world with it, and I think that's pretty fantastic.
December 16, 2015

Bomgar at the University of Tennessee

Travis Gordon | TrustRadius Reviewer
Travis Gordon
IT Supervisor
University of Tennessee (Higher Education, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I could see Bomgar being a great product in any support environment. The return on investment for us has been outstanding. For large organizations, I would definitely recommend working with Bomgar techs to get the user groups, teams, permissions all setup at launch to be the most successful. We did this after we had been in production for a year and having those in place from day 1 would have been very successful. Administration for Bomgar is fairly simple and by no means a full-time or even part-time job. A few hours per month, depending on how deeply you integrate the product.
December 16, 2015

Bomgar is the best solution for branch office support.

Cam Philbeck | TrustRadius Reviewer
Cam Philbeck
Sr. IT Technologist II
University of Tennessee (Higher Education, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
This system is perfect for a helpdesk environment that must support customers in a large geographic area. It works well on virtually all systems regardless of the Internet provider. The only locations that I have ever had issues are those that are extremely tight on security and refuse to allow the Bomgar software to run on their network. (whitelisting)
December 16, 2015

Amazing All in One Remote Support Software... all I say is BOMGAR is IT!!!

Anna de la Garza | TrustRadius Reviewer
Anna de la Garza
PC H/S Support Specialist - Help Desk
Laredo Independent School District (Education Management, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I didn't deal with the vendor much, because someone else is the point of contact but when I called customer support they are always very polite, attentive, and professional.
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