Item: BeyondTrust Remote Support
Rating: 10
Author: Connie Inman

Use Cases and Deployment Scope

Our department recently got licenses for Bomgar from our central Office of Information Technology (OIT) and it has been extremely helpful in providing remote support to our users while working from home. It allows easy elevation of privileges so we can do admin functions on the users' computers remotely.

Pros and Cons

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.

Return on Investment

We purchased licenses from our central OIT and it has enabled us to provide full support while working remotely.
We have a number of users who have less technical knowledge and even those users have been able to connect with us and get support easily.

Alternatives Considered

Chrome Remote Desktop and Remote Desktop Services

I also use Chrome Remote Desktop to connect to unattended digital signage, but that requires installing an agent on each target machine. Windows Remote Desktop works in some cases, but you cannot connect to a user's active desktop. Bomgar is the perfect support tool as it allows you to see exactly what your user is seeing without pre-installing an agent. You can chat with the user while you help them and the chat will pop up on top of their other windows if it is below other windows. You are able to see all of the user's monitors either one at a time or all of them at once. It's a great tool!

Support Rating

We have been using this tool since March and it has enabled us to provide full support to our users while we are all working from home. Even after we return to the office it will allow us to provide better support to our users in other buildings. There are a number of features we haven't yet used, but it is good to know that we have a reliable tool to use to help us provide quality support.

Usability

Bomgar is a wonderful and reliable tool to use in providing remote desktop support. I was able to install the application and start using it without even referring to the user guide. It is very intuitive for both the tech support staff and the users we support. There is sometimes a struggle to get users to understand that we need them to release control of the mouse, but once we explain what's going on they are usually receptive to letting us take control.

Key Insights

Do you think BeyondTrust Remote Support delivers good value for the price?

Yes

Are you happy with BeyondTrust Remote Support's feature set?

Yes

Did BeyondTrust Remote Support live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BeyondTrust Remote Support go as expected?

I wasn't involved with the implementation phase

Would you buy BeyondTrust Remote Support again?

Yes

Other Software Used

Slack, Zabbix, SolarWinds Service Desk (SSD), BMC FootPrints

Likelihood to Recommend

In this era of working from home during the pandemic, Bomgar has been the perfect solution in connecting to users to assist them with their tech support needs. With both the tech support and our users working remotely we have been able to provide our full support to our users without anyone having to go into the office. Even after we return to the office we plan on continuing to use Bomgar to provide support so we can maintain social distancing. Even before the pandemic our campus tech support used this resource widely to support users all across campus. It is a wonderful product and I would highly recommend it to anyone considering a remote support tool.

Bomgar is the Bomb!

Software Version

Overall Satisfaction with BeyondTrust Remote Support (Legacy)