BeyondTrust Remote Support Reviews

Pros

Its ability to do admin tasks on the end user's system without giving the user an admin password.
Screen sharing does not require any software installation.
It has different ways to access a user system, you can simply send the user a link or inform the user to find you on the public URL.
The solution is very easy to set up compared to some other products.
Third-party integration with solutions like SysAid was also seamless.
With little or no training, the solution is good to go for anyone.

Cons

For me, the solution is perfect, except for the UI interface which needs to be improved to make it look more fanciful.

Alternatives Considered

TeamViewer Remote

Reasons for Switching to BeyondTrust Remote Support

TeamViewer for Enterprise use will require the software to be installed on the end-user PC and licensed but we couldn't do that because as soon as the pandemic came all users already started working from home.

Pros

Amazing features, two factor authentication, remote desk top support is great. Super easy to use and maintain

Cons

There are to many products like this one and the price is a little higher then I'd like it to be but that would be my only issue.

Pros

It's faster than webex remote. It's quicker to generate a link for clients so we can remote in. It's modern and better aesthetically.

Cons

Takes too long to set up. There were like different layers of authentication and token and codes to start it up and set it up. Too time consuming

Pros

The ease off access. You can clearly see every feature straight on the homepage. It is also very secure and overall one of the best remote support software I have used.

Cons

The thing i liked the least was sometimes it is unable to see what computer is turnt on but that is solved by a simple restart of the software

Pros

It is really customizable and was thought carefully for enterprise environment. It is also suited for heavy support workloads where many agents have to fire up the console and help many customers at once. The new user interface is very nice too. Privilege escalation is a really useful feature and canned scripts really help at providing agile support.

Cons

It doesn't come with audio features. You can only use chat or you have to call your customer separately. The lack of audio it's its Achilles' Heel. It's also pricey, but the price is worth it, nonetheless the price can put off some companies.

Alternatives Considered

TeamViewer Remote and Zoom Workplace

Reasons for Switching to BeyondTrust Remote Support

TeamViewer is very popular, but I disliked its licensing model (per concurrent channel, unlimited agents). Bomgar's licensing model makes more sense (per concurrent agent, unlimited sessions). Zoom Meetings allow you to control the computer as well, but it's not a support software, it's a meetings software.

Pros

We have loved everything about this tool. The fact that we can easily remote into any machine, whether on campus or off and if they are connected to the domain we can do a jump straight to that device without having the user do anything.

Cons

I don't know that I have found anything I don't like about BeyondTrust Remote Support. If I had to say anything it might be that it's complicated to add SSO users as admins.

Alternatives Considered

Zoom Workplace

Reasons for Switching to BeyondTrust Remote Support

Functionally it was a far more superior product than anything we found.

Pros

The ability to allow any system user to give me remote access thru our remote support web site without the user having to have any client pre loaded.

Cons

I don't have any cons with the software.

Pros

Very easy to use juts email the link to the client and its secure and very user friendly I like the nudge function the most

Cons

None that I have notices so far the software does what we need it to

Pros

It's a good product for being CJIS compliant, the biggest reason why we chose it. It's secure and mostly does what we need it to go.

Cons

Taking screenshots and recordings like with ScreenConnect would be nice. Ways to display multiple monitors and transferring files would also be nice. Sometimes it does not accept admin credentials even though we know they are correct, especially Entra credentials

Pros

Security options - Bomgar is a king in this field. 2FA and especially vault system is deserves a true gold medal in this category. For companies that are specialized in very sensitive services, security while getting an IT support services is crucial, especially during a remote access session.

Cons

In Europe it's still hard to convince a client to Bomgar as it's not as well-known out here as TeamViewer. But after some briefing, it gets easier every time.

Pros

one of the most trusted tool for enterprise, very nice interface easy to use and operate. you can use multiple session at the same time without any issue

Cons

graphics requirement is more, should be light weight for low specs machine, doesn't work well if you have less than 4 GB of RAM

Alternatives Considered

GoTo Meeting

Reasons for Switching to BeyondTrust Remote Support

Bomgar is fast and easy to deploy very good support

Pros

Personally I like a lot of things about this software. Going to outline/describe them below:

1. Simple way for users to join sessions:

All you have to do is direct them to the website you've created to have them join and give them a code. Most of the time I email them a code with the email button and it does all the work for me in the way of instructions.

2. Chat features within the session are useful:

This is a must to have. Its simple to for everyone to use and I've never had any issues chatting with a customer within the session. You can even chat with just your coworker while in a session without the customer seeing the information. Also, adding notes within the session.

3. Color/Background/Quality Control:

You can disable their background or disable most colors to allow higher bandwidth on your sessions. This is very useful whenever someone has a slower speed and cannot handle all of that during the session.

4. Adding scripts during sessions:

You can add personal scripts in the session to allow you to do certain things like access Control Panel as administrator or recreate a Windows profile. Super useful.

5. Pinning sessions:

You can pin someone's computer to jump back on later. Very useful when its a shared computer and you don't have him to walk someone through joining the session again

Cons

I don't like how sometimes this software will glitch when escalating the administrator access and then the loading window won't go away. Now you have this stuck window in your way, can't elevate your access and now you can't close the session either. Ontop of that you can't quit Bomgar until all sessions are gone. Since you cannot close this session you cannot close Bomgar without force closing through Task Manager.

Pros

I don't have individual inclinations or feelings and don't can utilize remote help. Be that as it may, remote help administrations can offer a few benefits for clients, including the capacity to rapidly and effectively investigate specialized issues without expecting to carry their gadget or gear to an actual area. Remote help can likewise set aside time and cash, as clients can frequently get support all the more rapidly and without the requirement for an expert to make a trip to their area. Also, remote help administrations can frequently be gotten to from anyplace with a web association, giving more prominent adaptability and comfort to clients.

Cons

I don't have individual inclinations or feelings, and I don't utilize remote help. Nonetheless, a few clients have detailed worries with remote help, for example, protection and security issues, as remote help specialists might approach delicate data on the client's gadget. Moreover, clients with slow or temperamental web associations might encounter troubles utilizing remote help administrations, as the association may not be sufficiently able to help a steady association. At long last, a few clients might like face to face help to more readily comprehend the idea of the issue and see the arrangement firsthand, which isn't generally imaginable with remote help.

Pros

Bomgar remote support is an essential tool for big organizations that need to provide remote support or o access to remote servers.I like that my division and team can save and classify all the servers so that you can search them and access remotely so quickly. Additionally, having file transfer and session invitations integrated makes the thing so comfortable

Cons

A couple of times my account has been blocked, probably by several wrong password attempts, and Bomgar remsupport web portal didn’t have the password recovery/reset option by myself and I needed to contact support and wait for their assistance.

Pros

The ability to create queues and have our support staff be notified of the request.

Cons

Love the software bit it s a little expensive.

Alternatives Considered

TeamViewer Remote

Reasons for Choosing BeyondTrust Remote Support

Licensing issues

Switched From

Webex Suite

Reasons for Switching to BeyondTrust Remote Support

The ability to have queues

Pros

Bomgar is an excellent program for remote control over computers and servers. We use it extensively on the Helpdesk when helping customers remotely. Its easy to use and doesn't require alot of skills to initiate a session.

Cons

I would like to see it have a less chatty agent on systems. The agent communicates with the main server quite a bit. I would also like to see it not have an agent for every remote session. This requires updating the agent on every machine when an update comes available.

Alternatives Considered

GoTo Meeting

Reasons for Switching to BeyondTrust Remote Support

It was a more solid program.

Pros

I love everything about this product. This is super easy to use, it has tons of great features, its rock solid and they have great support. The remote feature itself is great but that is a small part compared to what all else this can do. You can do just about anything you want or need to computers as you connect. If you are working on specific things and have scripts or software to run, this make it very easy to run those from the console. We have tons of scripts setup to run in the background to fix any number of issues.

Cons

Honestly the only thing to dislike is the price. This is definitely at the top end of remote support products, but i think it justified by what all you can do with this.

Pros

Bomgar allows our IT department to remote into our workstations and address computer issues. It's very user friendly! Once opening the program our IT tech will provide a session key number which you enter and allows them to remote in and take over. I'm generally on the phone with IT while they are accessing my system, but there is also a chat feature that allows you to communicate with whoever is remoting in. Both users can utilize the mouse or keyboard, so I can show them exactly what I clicked on or what error message I am encountering. It has saved so much time as our IT team is relatively small, and an inability to access programs or have a functioning computer can easily impact patient care. I don't have to wait hours for a ticket number to get assigned to a person who has to triage me along with tons of other people. You can also get a transcript of your chat after you have closed the session. There's an icon that will appear on the top right hand corner of your screen to let you know you are connected and someone else has access, and it's easy to know that the session has ended because the icon disappears and there's a notification that you have logged out.

Cons

I have no problems with this software! I have never had trouble with it loading, and each time I've had to use it it has booted up quickly without error, runs smoothly while someone else is accessing my computer, and is incredibly easy to navigate and use.

Pros

It is easy to create and save credentials to quickly access remote servers and terminals. Helping users is as easy as double clicking their machine name. File sharing is as simple as can be.

Cons

Different types of connections have different abilities, which can cause problems.

Pros

It is one of the great programming which gives cloud-based admittance. furthermore, demonstrated great programming for business. it has multi functionalities like secure remote help, client assistance, and help work area organization too. Simple to use for both Macintosh and Windows. Amateurs can likewise utilize it without any problem. Furthermore, it gives admittance to associate staff. An important asset for technical support working from a distance.

Cons

Voice visit with the client would be useful so we could discuss the issue verbally as opposed to simply through talk. There are a few issues raising honors while interfacing with Windows PCs from a Macintosh. The portable application has a few issues some of the time. Beginning a meeting takes time. it is costly than different items. We can't utilize different asset records in a content. It likewise not has adequate room for putting away the asset records.

Pros

Ability to record and retain staff usage of product - for review and coaching as well as to ensure powerful tool like this was used within strict guidelines. Product also provided a one-tool to support multiple popular systems. Vendor also provided training for administration and use as part of the implementation.

Cons

Too much for a small company, but worked well in large company settings where the number of staff using the tools were distributed across the organization and located in several different offices.

Pros

The best feature of Bomgar is the ability to pin a session for future access to a computer! I frequently have to remote into a client's computer but cannot finish troubleshooting during business hours. I can pin the session and as long as they do not disable or close Bomgar, I can go back in at a later time or day. This is a tremendous benefit!

Cons

Sometimes the speed of transferring files is extremely slow and sometimes will timeout and disconnect your session. I also hate when it prompts the person for elevated permissions and if they do not know their admin username and password, you are not able to take control of their computer. This can be a huge inconvenience and cause of frustration for you and your customer.

Pros

Bomgar is quick to download and run, and is able to be pinned to the computer it's running on, allowing the remote connection to be opened and connected to later.
When you're finished using it, disconnecting will close and uninstall the Bomgar program, ensuring the system cannot be accessed further.

Cons

It's very rare, but I have encountered issues where pinning a Bomgar connection can cause issues on Windows Server 2008. This does not occur on all servers running Windows Server 2008, but at this time it is unclear what is causing this issue. A regular, non-pinned session will not cause any issues.
This is also not the software to use if you plan on making repeated connections to a computer. Every time it runs it must be downloaded and ran, vs options like LogMeIn, which can be installed and run in the background so whenever the connection is needed you can remotely access the computer.

Pros

Easy to configured
easy to access from users end
easy to access and whilisted from servers
very light weight tool
easy to transfer or add another one

Cons

Some times connection respond take some times
License allocation risky
Some times taking more bandwidth for usage

Pros

Allows for easy connections to other computers. Can use a jump client that will allow computers with it installed to be access from outside your network with just an internet connection.

Cons

There is no copy and paste support. The general queue in the representative console is hard to manage and requires to many manipulations.