BeyondTrust Remote Support Reviews

Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer. We host the application in our data center. We find it is easier to maintain the control of the system this way.

Bomgar is an amazing tool which has greatly improved our service desk's ability to support end users. This has allowed us to quickly address the needs and issues of our end users. We are also able to be more effectively connected to computers and servers all over the world.  

I like how easy Bomgar makes it to connect to end users and endpoints. I am able to easily connect to hardware all over the world.

I would like to see more integration with iOS devices along with better connectivity and communication with these devices.

No issues.

No issues.

We used the Remote Desktop Connection application which is native to Windows. 

We had help from Bomgar getting the product configured. 

We used vendor teams to help us configure this hardware and software onsite. They were great at their jobs and were very knowledgeable.  

Better service for our end users. 

I would like to order more licenses. This would allow us to support more end users concurrently. 

I also would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.

Bomgar was recommended to us by Cherwell. Once this tool was explored, we bought it. 

I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful. 

Provides secure remote support to clients using Mac, Windows, and mobile devices in a healthcare environment supporting 10,000 clients and 15,000 devices.

We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration.

• SAML integration
• Reporting capabilities
• Integration with ServiceNow
• Multiple web portals
• Jump Clients
• Remote mobile support

The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance. We do this so we can provide remote support assistance 7 am to 6 pm, but we only enable the chat from 9 am to 5 pm.

I use Bomgar Remote Support as a help desk tool to assist our internal employees across multiple states address issues with their individual PCs, cell phones, and workstation issues. It is also used to remotely retrieve data from unmanned workstations in our remote offices.  

One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously. 

The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial. It gives me the ability to work on projects and more important aspects of our company's technology.

Remote shell and file management are critical tools that I leverage regularly on the Bomgar Remote Support platform. Also, the remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled.

The product is pretty well rounded, but there are a few things that could be improved. 

• Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit. 
• The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.

The product is extremely stable.

No stability issues. Just buy another license/seat when you need it.

Support is very responsive and great to work with. It is not common to need support very often. The product does not really run into any issues.

I have used other tools in the past, but this was the first remote support tool that we have purchased.

The setup is complex. Purchase the remote implementation service and make them slow down and work with you.

In-house.

Our ROI is immeasurable, but we are well in the black.

In my experience, Bomgar is a superior product. Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.

We evaluated LogMeIn, TeamViewer, WebEx and GoToMeeting.

We use Bomgar Remote Support at our approximately 100 employee firm to provide immediate support no matter the employee's current location.

The firm has greatly benefited from using Bomgar Remote. It is a lightweight, reliable solution that gives IT a direct visual of occurring issues. 

The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow. Also, it allows IT to "visit" and take over a session when assisting. 

During initial deployment of the Client on employee devices, there were just a few which failed. This required a second try at installation. We did not know which failed due to no reporting of Clients (that I could find) within the Bomgar Representative Console. 

We have had very little downtime, which was most likely user error. 

No issues with scalability. 

We have had to reach out only one time to Bomgar customer service. It had a pleasant, speedy resolution. 

We used LogMeIn and switched due to rising its cost. We also had prior experience with Bomgar. 

It has a straightforward setup. Bomgar has created a simple, lightweight deployment process.  

In-house implementation. 

Bomgar has a very fair pricing structure. 

No other options were evaluated. 

It has improved our Corporate ICT support offering, meaning our customers receive improved support from our front-line and second-line support teams.

• Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset.
• The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users.
• Mobile device support option - While we are not currently making use of this, it is one that is on our roadmap to introduce and will be valuable for a heavily mobile workforce.

The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on.

The service is based on hardware appliances and they have been robust and stable.

We run with an active/passive configuration with one of the appliances in our primary datacentre running as active, and a second being kept in sync as a warm standby, should an issue occur.

The appliances are able to handle thousands of connections without issue. We have not experienced any issues with performance due to load.

Technical support is always good when engaged. We do not need to contact often. We mainly engage to answer questions regarding upgrades to the service.  Always helpful and responsive. Account management is always on hand.

We utilised Novell (now Micro Focus) ZENworks’ in-built Remote Control tool. We wanted the additional functionality offered by Bomgar, the full session audit, the chat integration. We experienced NAT issues with ZENworks Remote Control (Novell/Micro Focus have improved this by using a Remote Control proxy service).

Straightforward and handheld all the way by Bomgar Professional Services. The most complex element was providing a certificate to Bomgar to embed in the code to be installed on the appliance, but this was quick and relatively straightforward.

Setting up active/passive configuration was fully documented and easy. Our use of a load balancer in front of the service was assisted by Bomgar and done without issue.

Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too. 

We did a competitive tender. Bomgar was the only vendor in the market with the requirements we were looking for.

Set up a full project that looks to implement the full suite of functionality. Maybe phase the implementation to get the key functionality in place, and then look to utilise the more advanced functionality. Train the support analysts in the use of the tool. Bomgar provides training with the purchase, which allows your team to become Bomgar certified.

I rate it an eight out of 10. It has enabled the introduction of a new communication channel (live chat) to our ICT service desk with integration directly into our Service Management toolset. The remote control solution has enabled a wider reach to our end-users. Quick scripts have enabled innovation in our support offering.

Technical engineers use this solution to assist their staff remotely. It enables the IT technician to connect remotely to an end user laptop and do some troubleshooting if that user is having challenges.

We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision. It takes screenshots and it saves those sessions in the cloud. This is important for audit purposes and these features make this solution stand out from the rest.

They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM. 

I have been using this solution for three years. 

This is a stable solution. 

This is a scalable solution. 

Their support team is very responsive. They have experienced engineers and we have direct contact with them if we need anything for a client. They are just a WhatsApp away.

I would rate the support for this solution a five out of five.

Positive

The initial setup is a very straightforward process. We do have engineers who are certified so its easy for us. I would rate this solution a five out of five.

Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five. 

I would rate this solution a ten out of ten. 

Bomgar allows remote viewing and controlling of users internationally while on or off the network.

Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide.

We have integrated Bomgar's chat with ServiceNow and provide its chat as a main method of communication between our support team and users. The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool.

It needs better Linux support. We have had issues with Ubuntu specifically. I would also like to see better support of Apple devices while using a Windows remote support console. Screen casting is a nice workaround for now.

No issues.

No issues.

We used Windows Remote Assistance and Windows Remote Desktop. We still use these products, but rely on Bomgar for off the network support.

The setup was pretty straightforward. 

It is best to work with their integration team if you are integrating it with your ITSM solution.

We considered LogMeIn and LogMeIn Rescue. These other solutions did not have the same features that Bomgar had to offer.

Intility is a cloud service provider who serves more than 600 companies with 20,000 users worldwide. It is key to provide our customers with enterprise grade support, and an integrated chat and remote tool support system is essential for this purpose. Easy collaboration between technicians across departments and locations enables us to handle support inquiries efficiently.

The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.

The jump to feature function is the most valuable to us as it allows us to directly remote control customers. Furthermore, the Collaboration feature between technicians is also crucial.

The possibility to integrate a chatbot would take this product to the next level.

We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime.

A quick email to support will shortly give us access to updates to upscale where we want, whether it is more concurrent licenses or active clients in our environment.

I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups.

We used one vendor for our remote tool and another for our chat service. None of them met our requirements, so an integrated solution was key. 

The setup is no more complex than any other service you would implement. However, with all the different possibilities and features this product has to meet for market needs, you have to expect a level of complexity in terms of security and feature policies. 

Although the learning curve is steep, the product is well-documented.

The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.

We evaluated TeamViewer and Zendesk.

I would advise others to write down and visualize their requirements. 

Remember that this tool can be one of their core components, so an ongoing project is necessary. Furthermore, I would suggest to plan for things such as a customer-facing support portal, continuous automatic install of Bomgar Clients in their environment, SLA reporting to stakeholders, and access policies for representatives/technicians.