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It's not Marmite (everyone loves it)
Updated August 05, 2019

It's not Marmite (everyone loves it)

Alan Glenister MBCS | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Standard Licensing

Modules Used

  • B200

Overall Satisfaction with BeyondTrust Remote Support (formerly Bomgar Remote Support)

We use Bomgar in the ICT department to take control of various corporate PC's across the campus and at remote campuses to reduce the need for desk side visits.
  • 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.
  • As of yet, we have not completed a ROI review.
Not only is the product great, so it's the after sales service and support!
The support from BeyondTrust is excellent.
The obvious use for this product is to take over control of a remote computer to investigate issues and/or to train clients on how to use various software but the other utilities built into Bomgar should not be over looked. As an example, we can remotely check various resources of a PC when a request comes in for demanding software (such as molecular modeling software) to ensure the PC in question is of sufficient specification.

BeyondTrust Remote Support Feature Ratings

Remote Access ()
Not Rated
Remote Support ()
Not Rated
10.0
File transfer
10
Instant message
10
Access to sleeping/powered-off computers
Not Rated
Session record
10
Annotations
10
Platform & Infrastructure ()
Not Rated
Security ()
Not Rated

Using BeyondTrust Remote Support (formerly Bomgar Remote Support)

It is a fantastic product that does exactly what it says it does. Also, the after sales service and support is second to none.

Using BeyondTrust Remote Support (formerly Bomgar Remote Support)

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
Yes - I haven't used the mobile interface often, maybe two or three times when my own PC had crashed - I found it really easy and intuitive to use.