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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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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
(51-75 of 106)Companies can't remove reviews or game the system. Here's why
November 11, 2015
Bomgar is the Bomb!
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar for supporting our clients with our customized Bomgar buttons. We also use Bomgar pin clients for our in-house servers and work stations. We also have a customized support portal where our clients can go and seek remote support for the staff who is online.
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.
September 30, 2015
Bomgar! Enough said
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar to connect remotely to workstations, servers, and even PowerStations across the country and even through Canada. We use the software to help fix issues the recycling yards are experiencing by connecting remotely through a trusted software. We also use it as a teaching tool to help show how to use our services. The big problem that it does address is it gives our customers the peace of mind that we are not saving this connection with them. We have to get their permission to get on the system, give them a key and get us on. There are multiple verifications that the user can see that they are connecting to who they are talking to on the phone.
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.
August 03, 2015
Not much to dislike about it!
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar on every PC in the company (1400). It is great to quickly fix problems and a great feature that an end user without it installed can go to the website we provide and we can access the PC. It is also used for screen sharing during conference calls.
July 08, 2015
bomgar in to resolve issues, it's a verb
Score 10 out of 10
Vetted Review
Verified User
Currently being used internally only for all of our enterprise support teams as well as multiple 2nd and 3rd level teams.
June 03, 2015
Bomgar is fantastic for Chat and Remote Support, but the skill based routing needs improvement
Score 8 out of 10
Vetted Review
Verified User
Our IT Support department uses Bomgar to support our branches. Our employees in our branches initiate a chat with us through our support portal and during the chat we can initiate screen sharing to help the branch employee. It is very helpful in resolving issues remotely and showing employees how to handle some things themselves. For the most part Bomgar does a really good job with integrating a chat support product and a remote support product into one tool. It is very easy to use, both by the support personnel and end-users and always works as expected.
The only short comings I have found is in trying to use Equilibrium, Bomgar's logic engine for automatic session routing. Our agents have to manually grab sessions out of the queue because of the short comings of Equilibrium. Bomgar uses a combination of skills and weights on those skills to determine which agent to send the session to. However, we have been unable to get the system to only send to those with the skills assigned as it uses a logic of skill or available instead of skill AND available. In other words, if it cannot find someone with the skill it still sends to someone available even if they do not have the skill. It also does not allow for agents to put themselves in any sort of Unavailable state. To avoid receiving chats they must log out. Last but not least, a supervisor cannot log in to monitor how things are going without also being logged in as an agent for their group. As a result, Bomgar tries to route sessions to the supervisors. Bomgar’s only response to that so far is suggesting the supervisors just reject the sessions.
So I feel Equilibrium has some room to improve, but if you are OK manually pulling sessions instead of then feeding automatically, Bomgar is a great solution.
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.
June 03, 2015
Review From A Micro-Small Business Perspective
Score 9 out of 10
Vetted Review
Verified User
I am a sole proprietor and I own a small computer services company. I have implemented Bomgar to allow me to perform 20% of my business through remote services. This saves me both time and money.
June 03, 2015
Bomgar in Higher Ed
Score 8 out of 10
Vetted Review
Verified User
As a University, we support faculty, staff, and students with a variety of systems and devices. Our Bomgar appliance allows us to assist remotely with issues such as VPN connectivity, settings in software, and troubleshooting error messages without having to dispatch a desk side technician. While the primary use is at the Help Desk, other areas within IT occasionally employ their access to the utility. We have also had a couple of inquiries from functional trainers with interest in using the appliance for remote instruction.
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used at the Attachmate Group, which comprises of 4 Business Units: Attachmate, NetIQ, Novell, and SUSE. It is being used by Attachmate support using "Session Keys" while they are doing phone support. The same is true at NetIQ. At Novell and SUSE, we use Bomgar with our customers using the web interface where chat sessions are automatically created, transferred to our Level 0 Customer Service, who, make sure all the necessary information is entered, and then they transfer the customer to an appropriate Support "Queue" (Team). We have around 40-60 teams comprising of Level 2 and Level 3 Support Engineers. We use the Chat, Remote Control, System Diagnostics, and other features of Bomgar to diagnose customer systems/problems and fix them remotely. We also use Bomgar in-house to support internal customers Windows, Linux, and Mac machines. We are amazed at the flexibility Bomgar provides across Support Platforms (including Android and iOS, as well as Linux, Mac and Windows), and supported clients (on all those operating systems as well). Since we have one BU, SUSE, that is entirely Linux, Bomgar was the only option for us. We used to have one tool for chat, and one tool for remote control, and one tool for remote diagnostics, now we get them all in one tool: Bomgar.
April 08, 2015
Remote support done right with Bomgar!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used as the primary remote support solution for our entire IT team to support ~700 faculty and staff scattered across 20 buildings with some in regional offices. Prior to Bomgar, IT faced limited remote support capability, frequent on-site support visits, limited incident handling capacity, less than desirable incident handling time and IT support staff throughput. Other challenge: more BYOD, multi-platform, more devices, larger geographic areas to cover...all without the necessary headcount increase to IT support staff. Bomgar helps with keeping customer satisfaction rates high, increasing IT support staff capabilities and lowering user support costs.
April 08, 2015
Try it out yourself
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar as a core feature in our remote support platform. It provides full integration capability for our white-labeling and dashboard.
April 07, 2015
Bomgar - it simply works
Score 10 out of 10
Vetted Review
Verified User
Bomgar is being used daily by IT, HR, Finance and other parts of the Boise State organization. It allows us to chat with customers, see what is on their screen and quickly resolve issues.
Score 10 out of 10
Vetted Review
Verified User
Back in the day (up until 2007 probably), we used CarbonCopy over p2p dial up. It was reserved for when a customer support issue was really, really bad and usually took longer to setup as solving the problem. Once some of the first companies to offer web based remote desktop solutions started popping up with free trials, I started experimenting and quickly talked the management team I was working for at the time into picking up a few licenses. Due to the cost, we found ourselves bouncing between providers and running out of licenses on a regular basis.
Then Bomgar came around. We managed the appliance, had quick access to all of our reporting, management and, analysis tools, and could didn't have to worry about shared logins or who's using whose license. Reps were encouraged to let the customers show them what the problem was. In return, reps were able to more effectively show customers how they were fixing their problems and could throw in some solid training pointers as well. We've also expanded Bomgar usage to our customer implementation and internal helpdesk departments.
The B300 hardware has been great too. Not a single issue since we deployed it about 4-5 years ago.
Then Bomgar came around. We managed the appliance, had quick access to all of our reporting, management and, analysis tools, and could didn't have to worry about shared logins or who's using whose license. Reps were encouraged to let the customers show them what the problem was. In return, reps were able to more effectively show customers how they were fixing their problems and could throw in some solid training pointers as well. We've also expanded Bomgar usage to our customer implementation and internal helpdesk departments.
The B300 hardware has been great too. Not a single issue since we deployed it about 4-5 years ago.
March 24, 2015
Technologies Version of the Swiss Army Knife
Flycast Partners professional services department uses Bomgar for technical support and remote administration of our customers throughout Canada and the United States. Our staff can process service desk tickets remotely with the appliance. The appliance allows them full access to the machine they need to correct. It enables them to escalate within the session and bring in any additional help. The whole process saves much needed time, eliminating the need to stop everything and send the information to someone else. Everyone can see the issue and work together to resolve it.
Our sales and marketing folks also use Bomgar to host demos and presentations. The appliance allows for effortless access and passing of the controls to multiple parties. This saves our organization from the 3 separate tools we used before Bomgar. This also allows us to showcase the tools value in multiple instances besides ITSM.
Our sales and marketing folks also use Bomgar to host demos and presentations. The appliance allows for effortless access and passing of the controls to multiple parties. This saves our organization from the 3 separate tools we used before Bomgar. This also allows us to showcase the tools value in multiple instances besides ITSM.
March 21, 2015
Bomgar is the Bomb!!!
Score 10 out of 10
Vetted Review
Verified User
With a small IT department based in Southern California and over 50 end users spread across the US, Bomgar provides a greatly needed remote access solution with incredible ease. The ability to see and control problems on user's devices with a few clicks eliminates many headaches and frustrations for both the user and the tech. With Support Teams we are able to share access across other departments within our organization.
March 18, 2015
Bomgar - It really is that good.
Score 10 out of 10
Vetted Review
Verified User
We use Bomgar as our primary support tool to support our end users and our networks. We will also use it for training and presentations within the company. It is used by everyone who needs to provide support or advice on IT related problems or questions.
February 25, 2015
Bomgar is much easier for our customers.
Score 10 out of 10
Vetted Review
Verified User
Our company develops software so we use Bomgar to support our customers as well as our own organization. We had used another solution to perform remote tech support for approximately nine years. With with that product, our support representatives found that customer end-users often had difficulty following instructions and performing the tasks necessary on their machine to enable a remote support session. Additionally, our remote support team frequently had difficulty maintaining connections to customer servers.
February 25, 2015
Bomgar after 2 years of using it...
Score 10 out of 10
Vetted Review
Verified User
We purchased Bomgar to consolidate all of our remote support tools into one product, allowing us to provide a more consistent experience for our end users. Before Bomgar we were also unable to remote support any of our users outside of our network and this was one of the primary drivers to buy the product. Bomgar allows us to record remote sessions in transcripts and also video's and this has helps us with security and governance. We now also use Bomgar to allow our vendors access to our systems which gives us greater control.
February 25, 2015
Retailers use of Bomgar
Score 10 out of 10
Vetted Review
Verified User
It is mainly used by our IT dept. But a few other departments have used the presentation feature. Bomgar provides us a centralized, secure way to provide remote support.
February 25, 2015
Simple Bomgar Review
Score 10 out of 10
Vetted Review
Verified User
We utilize Bomgar to meet the remote support needs of our employees across the entire organization.
February 09, 2015
Bomgar. Just get it.....
Score 10 out of 10
Vetted Review
Verified User
The Bomgar offering and platform delivers secure simple support options for the masses. We are ramping up to support the whole university including all overseas students with the device. So far our biggest success was with a student in the desert unable to use some software. It looked like they were going to have to go and buy a new laptop, but Bomgar came to rescue.
I cannot recommend the product or the staff highly enough.
February 06, 2015
Interesting name, better product!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is being used by out IT Department as a secure stable platform to remotely support all our computers, from corporate workstations to retail point of sales terminals. We used it to replace the free VNC software we were previously running, so that we could have the security and stability, that the dedicated Bomgar platform uses to manage all our connections.
Additionally, we have other departments using the presentation function to run meetings, attended by managers of our shops all across Canada.
Additionally, we have other departments using the presentation function to run meetings, attended by managers of our shops all across Canada.
February 05, 2015
Bomgar's a Rockstar
Score 10 out of 10
Vetted Review
Verified User
It was originally purchased to support our customers with software purchased through us. Others in our company have started using it for in house education. In my department it is a crucial part of the solution for our customers. There is no interpretation by our customers as we used to have when just providing phone support. Bomgar allows us to see what the customer sees and things that they can't (easily anyway).