Item: BeyondTrust Remote Support
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Remote Support is used by our Service Desk and Level II support technicians. This application allows us to remote into devices across our entire organization. We have over 8000 endpoints, 12000 mobile devices in locations throughout the US.

Pros and Cons

Support Sessions are easy to set up
Configuration was simple
Upgrades are easily implemented

Un-attended remote sessions are not possible without paying for extra tools
Client upgrades can be finicky

Return on Investment

Remote Support saves our technicians time with troubleshooting issues
Allows our associates to quickly get there issue resolved and back to their day to day affairs

Usability

Easy to use, easy to manage, easy to configure, but with some limitations.

Support Rating

Support is good. I have not had to use it much which is also a good thing.

Alternatives Considered

Dameware Remote Support

Remote support is much more professional looking for the technician as well as the caller. Dameware however is better at accessing sleeping or un-attended devices.

Likelihood to Recommend

Well suited for remote access to devices in remote locations where a user would need assistance. It is not well suited for IOS remote support.

Great, professional looking remote support with some limitations

Software Version

Overall Satisfaction with BeyondTrust Remote Support (formerly Bomgar)