BeyondTrust Remote Support Reviews

We use Bomgar Remote Support to manage a fleet of more than 3000 computers across four campuses in two counties. This support extends to both hardware and software support in addition to assistance as needed for more than 1500 employees and an annual count of over 25,000 students. 

Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient. We also have the ability to knowingly offer support to students from their homes, which extends conveniences, such as password resets and assistance with class registration. 

I personally like the ability to share files with other machines. It gives me the ability to harvest the tools that I need for a job before handling them when I connect to that machine. I simply move that package over to the machine that I need to work on, then perform the needed work.

Bomgar is an inclusive software package. It has been improved upon several times already. 

Stability with Bomgar has been solid. We have no complaints.

There seems to be no scalability issues with Bomgar, regardless of the number of technicians we have using the system or the number of devices that we have in session at one time. 

We rarely need support for anything, but when we do, they are on it and always helpful.

We were using LogMeIn before deciding to go with Bomgar. While LogMeIn was a decent solution, Bomgar had several features that we liked. These features were not supported by LogMeIn.

As for setup, we had Bomgar come in and assist us with it. It was not difficult. The things that they needed to know about our domain were readily available. It was a smooth transition. 

Bomgar sent a team and they were fantastic. Adoption and deployment were quick and smooth. 

This is a hard one to factor in. Before Bomgar, we spent 80% of the time running from building to building and to the campus installing the software, also training employees. This has been turned upside down. We are much more efficient now than before. That allows us the ability to turn over tickets quicker and get people back to work faster. The ROI for this product is fairly quick. 

Ask a lot of questions. It is not the most cost effective solution on the market. We believe for the money, it is worth what you pay. 

We evaluated a few different options, like UltraVNC and TeamViewer as well as others. None seemed to compare to the proprietary nature of Bomgar and their ability to record each session.

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. 

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.

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. 

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.

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.

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.