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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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Product Details
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- Competitors
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- 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
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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(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!
- 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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
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.
N/A
N/A
N/A
N/A
80%
8.0
N/A
N/A
N/A
N/A
I like how BeyondTrust is set up and implemented within our system. Having the appliance on-premise is even better for our school.
8
Information Technology in and Education Environment.
6
Desktop support, troubleshooting skills, critical thinking skills. Basic desktop management understanding.
- End-user support.
- Device support.
- Application Support.
- We use it as our main remote support.
- None that I have used, other than the basic features.
No
- Product Features
- Product Usability
The features of remote desktop support, file sharing, and desktop sharing are the main reasons we implemented.
- Implemented in-house
No
Change management was minimal
None.
- None.
No
No
- Remote desktop
- File Sharing
- Screen Sharing
- None
Yes, but I don't use it
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!
N/A
N/A
N/A
N/A
100%
10.0
N/A
N/A
N/A
N/A
- I have been able to better serve my clients and in a more timely fashion
- As a department of one I support critical data and services and all the machine that information touches so Bomgar has given me that ability in one easy package
When asked to report on how many remote sessions have I done I now can give that information accurately. I use the exit surveys for improvement of service and tracking. I have tried the major players out there and Bomgar stood out above the rest.
And I just like Orange
And I just like Orange
3
Support staff
1
after the setup out side of updates now and then nothing has been needed it just works that well!
- staff support
- student support
- access after hours by support staff
- ne man support staff available 24x7
- ne deep support staff so i use it for everything that has an OS and needs support
- i would like to see it used by some others in the organization
Yes
it replaced RDP and Teamviewer for security and audit purposes
- Product Features
- Product Reputation
- Prior Experience with the Product
i had implemented this one time before and loved it
Make it happen faster
- Implemented in-house
Did it all with the documentation from the web site. Then the excellent support helped if we had a question on anything.
Yes
but not by choice but i did it in two phases to get everyone on board across the university
Change management was minimal
the change was a simple update to the type of support we offered
- i do not have control over my firewall so the longest part for me included getting the firewall changes in place
Yes
i have a support contract with them to keep current but don't feel i have to have it
No
i had been having some issues with getting my ad lookup to function the way i wanted and support did a simple remote session and had it working in less than 5 minuets
- a remote support session super easy to make happen
- i havent found anything hard to make happen with Bomgar
Yes
i use it all the time from my iphone and my ipad
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.
N/A
N/A
N/A
N/A
94%
9.4
N/A
N/A
N/A
N/A
- We went from zero student support off campus to a feature we now provide. We also had no chat support before Bomgar.
- Our typical day before Bomgar was 80/20 foot to the ground versus desk work. That has flipped if not raised closer to 90% of our time now spent in our office where we can field more calls and chats while still pushing software and reimaging remotely.
- We went from 5 techs supporting 1500 machines to 7 techs supporting over 3000 machines and now we also support the student population where before Bomgar, we did not.
- Symantec Norton (SMB), Novell's Console One and Ultra VNC
Hands down, Bomgar out performs the previous remote applications I have used. It also trumps them in features and options. It is far more capable when it comes to escalation permissions and passing over sessions to other people or even getting others involved. And the ease of use is like no other I have seen.
15
We assist in all manners of business from book store support to faculty classroom issues. Bomgar allows us to reach all sections of our network including our PCI machines. The tech side of the shop uses Bomgar for every day assistance and pc issues while the network side accesses servers, shares and KVM's to keep everything up and going on the back end.
3
Bomgar is managed by one of the technicians and he has a pretty good grasp of everything associated with the box. He also takes care of any access issues that may be needed from end users or outside vendors. Hardware is taken care of by a couple techs who are server certified for repairs. And if there is anything above or beyond any of the aforementioned issues, I am Bomgar Administrator certified.
- Outside support for those who are not on campus and need it
- Outside access for vendors
- Internal support for 3,000+ device and their users.
- We never imagined we would be able to offer support to students. Bomgar has made that happen
- We have always had issues with outside vendors using anything and everything to connect to our network. Now they all use Bomgar through an Embassy account and everything is monitored
- I want to see all departments have access to Bomgar so if a student is in need of financial support, we send them to the financial aid queue or if they are in need of counseling, then they go to the counselors.
Yes
We replaced UltraVNC because we wanted better security, more performance and features, and we were looking for something that would allow us the ability to queue requests from users without having them call in first to find a tech available for assistance. We looked at other programs but Bomgar seemed to fit our needs better than others.
- Product Features
- Product Usability
- Third-party Reviews
Our biggest issue was going to surround features. We had a remote tool that did just that. But we wanted something that could be extended to more users and allow them the ability to fire off an initial contact for support. We also wanted something with better security and something that would let us share our desktops. What we got was that and so much more. We don't use all the features offered but we should.
If we could go back, we would have probably narrowed down the list a bit more. Before we even started testing it was apparent we were going to go with Bomgar. They simply had more to offer and were more supportive in assisting us in the evaluation process.
- Implemented in-house
No
- Our biggest issue was getting the word out and teaching the end users how to use it
Yes
We rely heavily on Bomgar. We rarely if ever have issues with it but it is one of those tools that you can not afford for it to be down.
No
We were updating our box last year and there was some issues with it taking the new update. Bomgar remoted in to our machine and made the needed changes to get the update complete.
- Sharing files between machines doesn't get any simpler
- Moving machines around in the queues is easy enough and it's a great feature we use often
- The Bomgar button is amazing. We deploy that to other systems and if someone needs us, there is no need to call
- Sometimes I find it difficult to navigate the more advanced options of Bomgar. I'm sure if I used them more often, they would be as foreign to me
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.
N/A
N/A
N/A
N/A
34%
3.4
N/A
N/A
N/A
N/A
- Better customer service is no doubt in my mind
- Efficiency to all my reps
- Access to all my servers from one spot, where ever I am
I have used PC Anywhere, which is the worst solution in my mind. I would rather use VNC if Bomgar wasnt available to me. I have used Join.me, and GoToMeeting, but my preference is BOMGAR
9
Helpdesk and Server support is what we use Bomgar for. It has proven itself time after time that this was the right choice for remote support
4
We have level 1-3 tier support. Bomgar is so easy to use, we have some non IT people using it to connect to their work desktops remotely sometimes
- Remote Samsung phone support
- Remote Server Support
- Remote Desktop support
- I have upgraded desktops to Windows 10 via Bomgar
- I also have been using Bomgar rep console to manage my PAM evaluations
- PAM is in the future of our company so our vendors can access specific systems without using up a rep license
No
The day I started, I got my manager on board with Bomgar. We have used it for over 6 years
- Product Features
- Product Usability
- Prior Experience with the Product
I had prior exposure to Bomgar from another company, and thought it was the best choice for us
I dont think I would change anything. Using Bomgar has been great. We are in the evaluation mode for PAM
No
It has never been an need and I dont think they offer it. I think all of Bomgars customers are getting premium support
No
Lat month, I updated to the latest version. Once updated, I tried logging in, and I couldnt. I opened a ticket, and within an hours time, the developers were able to pin point a bug and get me up and running.
- Finding my jump clients
- Connecting to remote servers
- accessing from anywhere
- I think its all easy to use
- I dont have any issues
Yes, but I don't use it
It works great, but if the mobile device is small, it could be hard to see
June 03, 2015
Making our owners and users happy
Score 9 out of 10
Vetted Review
Verified User
Bomgar has allowed us to support a large sales force in 5 states. The support includes laptops and phones for those external employees as well as the entire internal staff in four offices. It allows us to share IT resources and assists us in supporting our users after hours or on weekends without having to be planted in the office. We used a software application to do this before Bomgar, however, the Bomgar appliance allows us flexibility and the ability to do things like presentations that software never was able to give us. It paid for itself as we can assist the President of our organization remotely. We can jump to his home computer and help him at any time especially when he is in a crisis. It has eased his mind and made him aware of the support we can give the rest of our employees.
- 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.
- Better service from the IT department as we can remotely access any computer or Samsung smart phone as long as our employee has internet access.
- Better and easier support for our ownership (BIG PLUS)
- Ability to share devices and collaborate on support calls allows us to spread our IT knowledge out over three offices and support users in any state.
I dont remember the software service we used to use to do remote support. Bomgar is far easier for our end users then the software was and we have almost never had an issue where a user could not connect to our Bomgar device unlike the software. The cost per seat is approximately the same but the added features such as collaboration, file transfer and presentations were not available from the service.
- Implemented in-house
No
Change management was minimal
- SSL Certificate
- Customizing screens
- Making sure it functioned properly with our firewall
Yes
As integral as the Bomgar device has become it is important to insure we have the best support and access to updates as needed.
Yes
Yes
When we were attempting to get the SSL certificate issued we had some problems but they were quick to get us easy to understand documentation to help us fix the issue. In addition, we had a network card go our appliance and they worked with us and quickly replaced the device.
- Remote support
- File Transfer
- Chatting with users
- Chatting with users can be confusing
- Clearing annotations
Yes
On most devices very well, I had some issues with my Samsung phone on the representative console but I know they have fixed many over time and will correct the remaining issues as well.