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BeyondTrust Remote Support pros and cons

Vendor: BeyondTrust

4.5 out of 5

34 reviews
100% willing to recommend

Pros & Cons summary

BeyondTrust Remote Support boosts service desk efficiency with integrated chat and quick elevation to control sessions, enhancing troubleshooting for desktops and mobile devices. The tool's secure, stable performance without extensive installation is highly regarded, though high costs limit licenses, and non-Windows platform support requires improvement. Integration issues with applications like Entrust on Windows occur, technical support needs enhancement, and initial setup complexity necessitates streamlined deployment for tech buyers.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

BeyondTrust Remote Support enables efficient service desk operations with integrated chat and direct remote control capabilities.

Web Interface for Representative Console offers the same functions as Desktop Console, increasing accessibility.

The robust technical support is highly rated for responsiveness and effectiveness.

Secure and stable, it facilitates seamless connections worldwide without agents everywhere.

Provides valuable features like session recording and cell phone screen sharing, enhancing support versatility.

CONS

BeyondTrust Remote Support has issues with integration across non-Windows platforms, including Linux, macOS, iOS, and Android, leading to limited compatibility.

The remote access capabilities for mobile devices are lacking, as there are connectivity challenges with smartphones and tablets.

Its expense is a significant drawback, making it difficult for organizations to afford more licenses.

The integration of voice communication remains unavailable, limiting functionality compared to competitors.

The support could be improved, with customers experiencing delays when accessing assistance, especially in certain regions like India.

BeyondTrust Remote Support Pros review quotes

Senior Professional at a tech company with 10,001+ employees

Sep 17, 2017

Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console.

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Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees

Feb 28, 2018

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

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ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees

Mar 22, 2018

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.

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BeyondTrust Remote Support

Free Report: BeyondTrust Remote Support Reviews and More

Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

881,082 professionals have used our research since 2012.

IT Business Analyst at CDM Smith

Mar 26, 2018

The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool.

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IT Help Desk Manager at Stanford University School of Medicine

Mar 27, 2018

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

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IT Support Specialist at Graham Partners

Mar 31, 2018

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

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Systems Administrator at CityServiceValcon

Apr 2, 2018

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.

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Data Center Technician at nuskin

Apr 3, 2018

Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.

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IT Client Solutions Lead at University of Lethbridge

Apr 9, 2018

This product "just works" (without fail) and is dead-easy for clients to connect with.

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reviewer1037646

Cybersecurity Architect at a tech vendor with 1-10 employees

Apr 14, 2020

You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.

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Show 10 more reviews (out of 26)

BeyondTrust Remote Support Cons review quotes

Senior Professional at a tech company with 10,001+ employees

Sep 17, 2017

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.

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Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees

Feb 28, 2018

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

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ICT Technology & Release Manager at a healthcare company with 1,001-5,000 employees

Mar 22, 2018

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.

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BeyondTrust Remote Support

Free Report: BeyondTrust Remote Support Reviews and More

Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

881,082 professionals have used our research since 2012.

IT Business Analyst at CDM Smith

Mar 26, 2018

It needs better Linux support. We have had issues with Ubuntu specifically.

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IT Help Desk Manager at Stanford University School of Medicine

Mar 27, 2018

The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.

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IT Support Specialist at Graham Partners

Mar 31, 2018

There were a few employee devices that failed during the initial deployment, which required a second deployment.

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Systems Administrator at CityServiceValcon

Apr 2, 2018

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.

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Data Center Technician at nuskin

Apr 3, 2018

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

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IT Client Solutions Lead at University of Lethbridge

Apr 9, 2018

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

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reviewer1037646

Cybersecurity Architect at a tech vendor with 1-10 employees

Apr 14, 2020

It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.

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Show 10 more reviews (out of 26)

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Privileged Access Management (PAM)

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Product Categories

Product Categories

Privileged Access Management (PAM)

Popular Comparisons

Popular Comparisons

Microsoft Intune vs BeyondTrust Remote Support

CyberArk Privileged Access Manager vs BeyondTrust Remote Support

Workspace ONE UEM vs BeyondTrust Remote Support

Citrix DaaS (formerly Citrix Virtual Apps and Desktops service) vs BeyondTrust Remote Support

NinjaOne vs BeyondTrust Remote Support

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