Skip to main content
TrustRadius
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.…

Read more
Recent Reviews

TrustRadius Insights

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

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews

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%
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

78 people also want pricing

Alternatives Pricing

What is RemotePC?

RemotePC is a remote access solution that allows consumers, businesses and IT professionals to access and control their PCs & Macs remotely from any device including iOS/Android. Connect to remote computers to work from home or anywhere. RemotePC lets the user access remote computers directly via…

What is ServiceMax?

ServiceMax’s mission is to help customers with asset-centric field service management software. ServiceMax’s mobile apps and cloud-based software provide an overview of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the…

Return to navigation

Product Demos

Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo

YouTube

Cherwell CSM + Remote Support

YouTube
Return to navigation

Features

Remote Administration

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

9.6
Avg 8.9
Return to navigation

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 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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(213)

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

(1-25 of 106)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Customer Service
  • Centrally manage and secure remote access
  • Manageable Cost
  • Multi apps and devices
  • Mobile Apps needs improvement
  • More Automation
  • Having more Chat options/features
  • Resource files are huge and take up a lot of space
September 24, 2020

Bomgar is the Bomb!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
June 24, 2020

Saved my bacon

Score 9 out of 10
Vetted Review
Verified User
  • Ease of use
  • Good interface
  • Mobile app really comes in handy
  • I love the ability to use it without a download from any computer
  • Mobile app has some issues at times
Score 10 out of 10
Vetted Review
Verified User
  • Remotely access systems of all types (PC's, Macs, Phones, & Tablets)
  • When called we can jump into users' systems using preinstalled Jump Client without the users having to do anything.
  • I would like for the audio from a connected device to be accessed for troubleshooting.
  • Product is more expensive than competing products.
October 01, 2019

Best in class!

Jeff Crossley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Remote control of devices.
  • Information gathering of said devices.
  • Ease of use for users to connect to us.
  • Installation and upgrades.
August 05, 2019

Rockin IT with Bomgar

J. D. Steiger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Secure connections that terminate and uninstall at session disconnect. These are important because we deal with sensitive information and is required by our internal controls. Bomgar is excellent at this.
  • Scripting reduces the time to deploy software
  • One thing that Bomgar could do better is to provide more logging natively without relying on products like ServiceNow to capture the logs for them. The logging options should be able to be modified by administrators. The logs should also be role restrictable.
  • Cannot use multiple resource files in a script and not enough space for storing the resource files.
Alan Glenister MBCS | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Bomgar allows us to take control of a computer remotely using a website.
  • Users can access the website from anywhere.
  • We are able to elevate rights and use admin credentials if needed through to the Bomgar console.
  • Entering admin credentials through the console is not always very easy.
  • It can be difficult to get users to navigate to the correct Bomgar webpage.
  • Switching monitors for users who use multiple screens is not very easy.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • You can use it to screen share on multiple platforms.
  • The amount of information that you can collect from a customer's computer without even screen sharing is immense.
  • Sometimes it takes multiple steps to get approved to fully control the user's computer. This is probably because of their security settings but it's annoying.
  • Auto Times out after inactivity if there are no sessions in progress.
August 06, 2018

Ease of use

Andrew Breyen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Security and user confirmation for accepting screen share
  • Char and sharing files
  • Latency is next to none
  • Refresh button gone in latest update
  • Make it easier to remove the sidebar completely
  • Integration with more of our tools
Score 10 out of 10
Vetted Review
Verified User
  • 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
Kendall Pegg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Allows groups to be set up and limit system access by the group.
  • Ability to wake system at remote locations if one system with the client loaded is running at the remote location.
  • Ability have multiple users log into one remote system.
  • Ability to transfer access to another user.
  • Web browser access to support agents devices when the application is not available.
  • System is difficult to set up initially without assistance from Bomgar support.
  • System remote access can only be limited by groups not per user.
  • Sometimes difficult to find options when administering the system.
Jeremy Stephens | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session.
  • As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too.
  • The surveys from screen sharing give us another insight into the customer health.
  • The reporting is a bit cumbersome. Having to cross reference the three reports before we can associate with CRM information.
Hunter Rice | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Return to navigation