BeyondTrust Remote Support Reviews

We love the ability to customize our remote support page. You can add your logo and have your tech names on the page, so they can just click on the name instead of putting in a PIN. You can display whatever text you want. You can add a survey.

We like the flexibility to have a client on a computer log in on demand or give someone a link to log into their computer.

This gave us the LogMeIn pro and LogMeIn rescue ability to each tech. We also have the ability to share our screen to improve training.

With Linux, we had issues with Ubuntu specifically. We installed agents on the machines and after placing them on another network after being installed, they wouldn't connect back to us. We would need to install another agent. This isn't an issue with Windows machines. This never really got resolved, so we mostly use it on Windows now. If they could figure it out, that would be great.

Another issue is that some windows lock up and you can’t do anything, if you didn't install as an admin, or if you connect to a non-admin user and an administrative screen comes up. For example, if we click on Control Panel, it freezes until the local user closes that screen. That's not an issue I ever encountered with other products.

We've been using Bomgar for about five years.

The only time we had any issues is with this product is that it is a little wonky on Linux, but we don’t have many Linux boxes we remote into that way, so it’s not much of an issue.

I did not encounter any scalability issues. The hardware is virtual and license updates are done through an upload to our web page.

I would say it's better than most.

We used LogMeIn.

We started using Bomgar for cost reasons and also there is no "man in the middle" like LogMeIn. Customers were more willing to use it because we maintain the servers.

It has LDAP authentication.

It integrates with Dell Kace.

We can use it from anywhere.

The setup was pretty straightforward for this type of product.

We really like that the cost of ownership is way cheaper than LogMeIn or some of the others. It is a higher price up front but it is much cheaper over the long run. It is based on how many techs are using it at one time and not how many techs are in the system.

If you have users that don’t use it much, you may not want a license for them. You can consider one or two licenses for a department.

We looked at LogMeIn, TeamViewer and GoToMyPC.

If you are a small shop, it may not be for you because of the up-front cost. There are other solutions that will meet your needs that are cheaper. Otherwise, this is overall a really good product and meets our needs.

The primary use case of this product is for remote support. Customers will call in with an issue and we connect them with an engineer. Some of our engineers also work remotely.  I'm the director in the CTO office and we are customers of BeyondTrust. 

Allows seamless access to client environments without installing agents everywhere.

Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.

I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.

The company has been using this solution for three years. 

The solution is stable. 

The solution is scalable although there's a cost involved. We have both manager services and professional services people using it. Our IT manager is the person who deals with upgrades. 

I don't deal with technical support but I haven't heard any complaints. I think they're okay. 

The company previously used a different solution and I think the reason they switched was that with BeyondTrust you didn't need to install agents while the previous solution was agent based. Other than that, I don't think there was much between them. 

I don't know what licensing costs are but I believe it's on par with other solutions when we did compare that. It may be a little more if you have many concurrent sessions needed. 

It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.

I rate this solution an eight out of 10. 

We have a full service support centre that uses Bomgar Remote Support to connect with client machines and assist with complex (and remedial) technological solutions.

This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk). This product "just works" (without fail) and is dead-easy for clients to connect with.

The ease of connecting with a client. No silly applets or anything to install. It just run the executable, then it connects almost instantly.

This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion. However, this is not a huge downside. 

I would also like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.

Integrated chat, jump to, and canned scripts.

To standardize routine tasks, we can write scripts and run them within Bomgar to speed up troubleshooting and standardize assistance.

When we first purchased Bomgar, the support blew me away. Over the last two or three years however, it dropped off. it was still pretty good, but now long hold times, and they now want to charge for some support. their support team is very good, but not as good as it was.

Six or seven years.

No issues.

Never! This is the most stable product on the market.

8/10

10/10

Dameware, PC-Duo, SMS Remote Connect. Bomgar has the most feature-rich and stable product on the market.

Very straightforward.

In house

Teamviewer, LogMeIn

My company uses BeyondTrust Remote Support to provide remote support to our customers and clients.

The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.

The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.

I have been using BeyondTrust Remote Support for five years. I am a customer of the product.

It is a very stable solution.

It is a scalable solution since there have been no performance issues.

In my company, more than 50 people use the product.

My company has contacted the solution's technical support. I rate the technical support an eight out of ten.

Positive

The initial setup was easy. One can install it very easily.

The solution is deployed on-premises.

BeyondTrust Remote Support is a very expensive product.

My company chose BeyondTrust Remote Support over other products since it possesses session recording capabilities. If our customers wish to have some clips, our company provides videos or screenshots using the tool's recording capabilities.

I can recommend the product, but it is important to note that it is expensive.

Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.

Overall, I rate the solution a seven out of ten.

This product provides remote assistance to globally dispersed users with single clustered instance. It also has features such as secure auditing/reporting and multi-language support that are key aspects for our environment.

Some of the valuable features are:

• Non-persistent agent: This is the most valuable feature as there is no permanent client agent on the end user's machine. Support representatives provide the user with a URL and a session key. The user enters the session, during which a small file is installed and then removed completely at the end of the session. It is secure because the company’s network needs to open only port 443.
• Support for Internet device with security: While majority of the users are on corporate networks, quite a few are on the move or home based. Hence, the ability to support users securely over the Internet is a key feature.
• High availability supported with an easy setup and updates: High availability is well implemented with the Atlas Cluster technology for Bomgar appliances. Thus, ensuring the service is available with relatively no down time.
• Remote support for Windows 10 and mobile devices: Support for Windows 10, Android and iOS provides flexibility for organizations to support a wide range of platforms and devices.
• Integration client for archiving: API and integration client for reporting session data and logs has an easy setup. In addition, setting up appliances, configuring the cluster, carrying out backup and updates are hassle-free processes.
• Jump feature enables a Support Representative to push client agent and start unattended session with local and Remote devices. Unmanned locations can take advantage of Jump point, a Role served by one of machines on that network as conduit for unattended connections, Wake up machines and even connect via vPro AMT interface.
• Remote Support 16.2 introduced Web Interface for Representative Console, with same functions as Desktop Console.

The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then.

As new customers come in our Bomgar based remote support solution may include Virtual appliance. Some customers want a local standalone instance. This is where if you can host VM as against physical device its lot attractive proposition. One may consider a Virtual appliance as a stand by in case of physical appliance going for RMA.

I have not encountered any stability issues.

I have not encountered any scalability and availability issues after implementing Atlas Cluster.

Customer Service:

Highly professional level.

Technical Support:

They provide high quality and timely support.

Previously, local teams have used other solutions like VNC, DameWare or RDP and MS SMS Remote Control tools. For over 4 years Bomagar is the enterprise remote control tool supporting over fifty customers.

The setup process involves various stages such as integrating with AD, setting up SSL, base and site configuration as well as backup, that are not so complicated.

This product provides value for money.

DameWare and SMS Remote Control tools were previously used.

It is an appliance-based secure and scalable solution for report support. This product keeps improvising its features and performance which is ever so helpful.

The most valuable feature would be remote support. We have over 4000 computers on campus and this is our go-to for remote support.

We used to have to constantly run from building to building and campus to campus. Now our technical staff can focus more on customer support than beforehand.

I wouldn’t mind seeing this product have the functionality of pushing small software bundles. I think they might be working on this currently but I'm not sure.

We have been using Bomgar here at the college for about four years.

Bomgar is one of the most stable platforms I have ever used in the IT world. It just always works.

Absolutely no issues with scalability at all.

Their technical support is top notch, although we have only used them a little. This product just works. I wish we had other products that are as reliable as Bomgar.

We used to use Ultra VNC. We switched over because we were not having much luck with Ultra, as far as performance is concerned.

The setup was straightforward and we had lots of help from Bomgar. They sent down a technical adviser to help with the setup, but honestly it was very easy to setup.

Talk to your sales rep. Ours was very helpful in getting us a great deal with the product.

The only other option we used was UltraVNC and as I said it just didn’t work well for us. We spoke with a lot of Dell KACE users and all of them highly recommended Bomgar. They work very well with each other.

Read the manual and do not be afraid to reach out to the Bomgar community. A lot of help is out there for any issues you may run into.

• You can access any device, running basically any type of operating system both on and off your corporate network to support users and their devices remotely.
• The solution works in a way that lets you control and repair a device as if it were sitting on your own desk.
• You can make your service desk work more efficiently with Bomgar Remote Support because you can integrate the tool into your existing ticketing system.
• Everything done during sessions is logged into session transcripts and video recordings, if you want. This helps during audits of remote access tools.
• The solution integrates with MS Active Director. That makes user authentication simpler and also safer compared to other local options.

We integrated Bomgar in our ITSM platform. Now our help desk engineers can start a remote session straight from a help desk ticket. All the logging and notes of that session are stored in our ITSM platform. They can help more employees faster without spending time copying, pasting, and administering help desk calls.

The configuration and permission options are extensive. However, we would appreciate having a search function in the settings.

We have used the solution for one year.

We have not encountered any stability issues.

We have not encountered any scalability issues. We use the virtual appliance option that lets us upgrade the hardware specs if needed.

For globally oriented customers, Bomgar also offers Atlas clustering with appliances that can span multiple data centers and locations around the world.

The technical support is excellent. Bomgar also offers a very rich, technical documents website online. Their support team is more than willing to help you out if you have implementation or configuration questions.

We have used other solutions, but Bomgar has a superior security architecture compared to the competition. It lets us control remote access in a granular manner.

The setup was very straightforward. Their concept is simple for everyone to understand. The technical documents help when you have doubts about anything while implementing.

Their manner of licensing is a little bit different, depending on your deployment option. They offer both on premise and cloud deployment that involves a perpetual license plus maintenance or a yearly subscription.

We didn't evaluate other options as we had previous experience with a different remote support tool.

Make an inventory of all the remote support tools your organization currently uses. Try to consolidate them by using Bomgar.