BeyondTrust Remote Support
March 27, 2019

BeyondTrust Remote Support

Brian Sossamon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise Licensing

Overall Satisfaction with BeyondTrust Remote Support (Formerely Bomgar 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.
I like how BeyondTrust is set up and implemented within our system. Having the appliance on-premise is even better for our school.
For a small support team for schools this product is invaluable! We don't always have time to leave our desks to travel across the campus, and being able to remote into a machine as tickets arrive has saved us time on our support calls.

BeyondTrust Remote Support (Legacy) Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
10
Annotations
Not Rated
Monitoring and Alerts
10
Multi-platform remote control
10

Using BeyondTrust Remote Support (Formerely Bomgar Remote Support)

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.
The ease of use is the main reason.

Evaluating BeyondTrust Remote Support (Formerely Bomgar Remote Support) and Competitors

  • Product Features
  • Product Usability
The features of remote desktop support, file sharing, and desktop sharing are the main reasons we implemented.

BeyondTrust Remote Support (Formerely Bomgar Remote Support) Implementation

None. The appliance was a plug and play.
Change management was minimal - None.

BeyondTrust Remote Support (Formerely Bomgar Remote Support) Support

They are always able to help with my issue in a timely manner, and they are always patient and supportive.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Using BeyondTrust Remote Support (Formerely Bomgar Remote Support)

They are very friendly and patient and able to resolve issues quickly.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Remote desktop
  • File Sharing
  • Screen Sharing