BeyondTrust Remote Support - Reviews page 3

Pros

I primarily use Bomgar to remote assistance with my peers, direct reports and clients. Aside from remote assistance I also use Bomgar to refer to review requests of potential escalations, running chat report conversations and ticket management. Being in the QA team part of my job is to ensure service excellence is provided while maintaining customer confidentiality and Bomgar provides thus layer of assurance for us and our clients.

Cons

Sometime Bomgar takes time to load or having sync issues. Customer already entered the session key but still we cannot see the customer connected from our end. May be due to current work from home set up caused by the pandemic, internet connectivity plays a role in this minor challenge. Although for our organization, we can only store Bomgar sessions for up to 30 days but I guess that is due to some contractual agreements which are out of our control.

Pros

Remote Access , Password Management and Screen Sharing what I used most and loving it

Cons

Great going pls keep it up same enthusiasm

Pros

Remote support is great when it comes to working from home, we have the ability to have tech support at our fingertips instead of waiting for repairs or resolutions.

Cons

There is nothing that i strongly dislike about this program!

Pros

How easy it is to use and the importance of having this software for when working from home or in a number of different locations. Great security and ideal for staying in touch and communication.

Cons

Can freeze at times but that is based more on your Internet connection.

Pros

I love the way it brings a lot of remote support tools into one console so you don't need to know some of the more advanced techniques to deliver support (e.g. opening remote session within registry editor, using admin$ etc) but what I think is even better is the canned scripts.

I can create a canned script to run routine but advanced tasks on remote system but then make it available to the service desk enabling a semi-skilled SDA to complete tasks that would normally be passed back to 2nd and 3rd line support. Not only does this increase the first fix rating, it also (as I've been told by the SDM) adds to the moral of the SD team as they feel trusted and empowered.

One thing that really does raise Bomgar above the competition is their excellent customer service, which I have not even seen matched let alone bettered!

Cons

Well, I have to say I'm struggling with this part. Maybe I'd like to see the individual licence fee come down a bit, not that it isn't value for money, it's just we have a limited budget so cannot afford as many as we'd like.

It's worth noting here though that Bomgar have supported us (a non-profit university) in this area but giving a generous discount and 'loaned' us an extra couple of licences (for free) when we really needed them for a short time but simply didn't have the money to buy them...

Pros

1. Screen sharing - works well in training or online meetings2. Instant message 3. Allow easy access, actually you’ll not need to be trained how to use, it’s self educational 4. Easy for even clients to understand on their own 5. Remote access is my best feature, I can be able to remote access my colleagues laptop/ desktop when we’re not even together as long as there’s internet access6. Customer service is excellent, very responsive 7. It’s pocket friendly, not overpriced 8. The mobile app really comes in handy, you don’t have to work from office or home or even carry with you laptop, a smartphone is enough9. Remote Support offers a wide variety of tools10. Configurations are simple

Cons

None that I can tell, I like it and can’t wait to see more developments and upgrades in future

Pros

I cannot say enough nice things about the product. If you want to have "in-house" IT without actually having them in house, this is what you MUST have!

Cons

I cannot think of a single negative thing to say about Bomgar

Pros

Access to troubleshoot most pc's and devices even from my phone. Love the ability to script actions that are repetitive on most pc's (set registry keys, install applications, run utilities). I can share remote sessions with other support specialists when needed. Jump clients allow me to initiate support sessions easily with our regular client base or on servers. We even use it to train individuals on new software or processes. License pools - a few licenses allow multiple techs to log in and out as needed. (we use 6 licenses with around 25 support specialists)

Cons

Cost is the biggest con. Up front cost and annual maintenance is pricey, but the cost savings from reduced travel pay for it easily. Audio from remote systems is not available, making troubleshooting of sound issues more difficult.

Pros

I have been using this software for a long time to manage my work from home but still have access to my computer at work. Especially during the COVID, in fact, my employer he advised me to use it to manage all the programs and archives on the device present at work, but from the comfort of home. Appreciate that there is a code you need to enter to enable access on the other computer, but then there is the possibility of saving the connection between devices to speed up access. Also the program is fast, intuitive and quick and up to now, it has never bugged or crashed. Truly an outstanding find

Cons

Very often the connection can be lost, due to wifi or router shortages, so it is essential to have a stable connection to have a smooth use of the program. I would like the possibility to remove the cursor of the other device, to have a cleaner view.

Pros

Simple to use, file sharing, password protection, remote access on multiple computer systems and real-time chat are the best features of this software.

Cons

I don't find any feature which is missing in the software , I am overall a satisfied customer of this software

Alternatives Considered

AnyDesk

Switched From

AnyDesk

Reasons for Switching to BeyondTrust Remote Support

Features and Customer Support

Pros

Bomgar remote support allows our small IT staff to be able to connect with our remote users simply and efficiently. Go to our support website - provided by Bomgar - and connect with any of the IT staff online. We can then connect to your endpoint, and quickly resolve problems. Quicker than determining through a telephone call what is going on.

Cons

To be honest, Bomgar remote support is fully featured and is at a point where the functionality is already in the system.

Pros

We use it for Tech support for our customers. With it installed I can request to take control of the User PC and solve the issues or determine a problem very quickly.
Without it, I need to use a webex and guide the user step by step on how to show me specific information (like IP Address or the Windows version, etc), which is very time consuming.
Bomgar allows me to act as if I am physically right there at the User PC without leaving my desk!

Cons

License prices are expensive. We had to cut down and only use it for a very limited number of TechSupport team, and the rest of them had to use Webex or go in person to the users.

Pros

Real time sharing is very good some of remote tool is very painful they will ask lots of Permission to access client r user machine & working with all domain & non-domain & mac machine also this is the best featur

Cons

After sharing the file through this then main screen is stuck remote is working very slowly this is very bed

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

Easy to train helpdesk how to use it. Very easy to add clients and remote users to login via URL. Many reach features such as running powershell, scripts, copying files, looking at system info

Cons

Sometimes after a long reboot, does not reconnect. Need to close session and re-open, that's pretty much eay

Alternatives Considered

TeamViewer Remote

Switched From

GoTo Meeting

Reasons for Switching to BeyondTrust Remote Support

Feature rich.

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

It allows for seamless transition from user control to support control without constantly losing connection. It even has a convenient chat window so that support can communicate with the user while remote control is ongoing. The connection remains stable even when the computer is restarted, which is great for installations and upgrades. Although we don't use the ticket feature very much, it integrates seamlessly with our existing IT support ticket platform to allow quick and consistent follow up for issues.

Cons

There are a lot of permissions that this software needs to be granted, which is always a constant struggle for our IT support to get across to employees. For remote access, the user needs to download the unique access executable file, and then grant permission for it to run and give access to the specialist. Additionally, after a few seconds, another permission window should pop up - but sometimes it does not, which requires the entire process to be repeated. The chat function, while it exists, is not the most streamlined since it requires the user to take control of the pointer. We usually choose to troubleshoot verbally over the phone as remote access is ongoing.

Pros

Unattended access, sharing screen, multi session handling, file-sharing...etc & cost-effectiveness in managing several problems with limited human resources existence

Cons

The price is great regarding the efficacy, wishing just to have a 5 year license with upgradable features

Pros

the most usefull feature is that like we can performe all admin task without user intervention

Cons

i don't think so that anything need to add because Teams is Multitasking app where its already fullfill users

Pros

The best thing about this product is that it is agentless. Just to be able to have a user to go a portal and click the session was so easy.

Cons

I do not have any cons about this product.

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

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

I really like this software for starters. I convinced my department manager at my previous job to purchase it because of it's functionality, reliability, and integration to other software. It is great for tier based support from tier 1 receiving calls to escalating it to tier 2 and tier 3. The transition from each tier and group that we had for certain calls was smooth. Another bonus and like was the type of devices/operating systems it support in it's remote support service. Also, the integration to other products that we used along with our actual product. That part was a beauty to setup and see work with zero issues. Overall the best in my book. Just wish my current job could afford to purchase Bomgar (fingers crossed).

Cons

There are only a few cons I have and they are very minor. One being that they are not able to support Chrome OS yet and I feel like they are trailing the market on this. The other con is installing the patches to the hosted appliance you house in your server room. The patching process could use some attention for user ability or someone not as experienced in networking etc.

Pros

Beyond trust(Bomgar) is very lightweight, easy to deploy & manage in respect of end users & remote technicians.

Cons

Video communication is missing & file transfer speed slowness which could improve to give much better transfer speed.

Pros

I like the fact that the speed and security of the connection to the remote client are quick and secure without any drops except only on a few occasions which was found to be a bug in the release of one of the installers they had released.

Cons

the file transfer capability and continuity needs improvement. there were issues at sometimes with larger files where the software would just simply quit on a client system and would not resume. we made sure that the client system was more than above standard for handling a file transfer as we usually do this on a higher end workstation or server. this creates a severe impact with not only the client,but with our company as well when performing remote diagnostic services where files need to be uploaded to us.

Pros

We’ve been using BomGuard for about 1 year. The tool is a little too hard to get used to, but once you learned tricks it very useful. Features are really good for what we use it for. It’s flexible and very user-friendly. I was part of a team that helped evaluate if the tool can be used as part of our IT solution. Once we had the tool setup, it was pretty easy to use.

Cons

We tested BomGuard with several other remote support applications. It wasn’t as robust and feature-rich as the other competing tools. Although the features were enough to be able to support several of our locations. We were able to do workarounds to customize the tool to align with our processes.

Pros

Bomgar allows users to access and take control of our clients computer using a website. Users are able to access the website from anywhere making connection simple and efficiently enabling us to share files and troubleshoot efficiently. Multiple users are able to log into one remote system.

Cons

Entering Admin credentials through the console is not always simple. It is sometimes hard to direct clients to the correct Bomgar page.

Pros

Best software, It helps us to handle our work remotely

Cons

For me everything is Okay, It has many features

Pros

Setting customer's up is pretty easy. I find that when I use Bomgar over other remote support services like TeamViewer or Logmein for example, I think Bomgar's interface for connecting with a customer is smooth and pretty efficient.

Cons

The way Bomgar implements the elevated privilege feature. If a customer has already agreed to have a remote session with me as an IT Pro, then that function should be a clickable feature BEFORE the session begins and on the client's side.

Sometimes after getting connected with the customer, the elevated privileges can become cumbersome and sometimes time-intensive, either because the customer does not know their username and password or attempting to get the privileges as the IT Pro, does not work, because at times Bombgar does not recognize my (correct) admin credentials.

Pros

connection is not lost when remote desktop is used for a long time, file exchange is done quickly

Cons

Since I do a remote desktop due to my job, there is no negative side.

Pros

I like how easy and intuitive it was to get up to speed with using the representative console. Also when we setup new users they have been able to get up and running in a very short time as well.

Cons

Nothing so far. The main problem is when Apple changes the security requirements for supporting their devices. Beyond Trust is fairly quick to implement changes to their Remote Support in order to support the latest OS releases that Apple has released.

Pros

I am easily able to support my clients and obtain admin rights on the pc I am supporting.

Cons

The connection can be slow if the end user doesn’t have a good network.

Pros

Love how easy it is to share a link with users to remote into their computers. Also like that it hooks in with VNC and other help desk support programs.

Cons

Sometimes hard to get access to admin level privilege's or access the local admin account on a users computer.

Alternatives Considered

RealVNC Connect

Reasons for Switching to BeyondTrust Remote Support

Bomgar is easier for our users to use. Plenty of tools for our technicians to use and collaborate on troubleshooting issues.

Pros

I am an employee at a university and our IT department uses this software to remote into a user's computer to help troubleshoot problems, install software, etc. It really helps problems to get solved more quickly and easily without requiring a tech to go to various locations. I have also been able to use it as an administrator to help a user with a specific software program that was having an odd problem with the software and to help train that user. I like that both the tech working remotely and the user can both control the keyboard and mouse. It is nice to get notified the whole time that the tech is connected to your machine and when the disconnect is done so you don't have to worry about privacy.

Cons

As with any remote software, the speed of use can get slow and controlling the mouse can be tricky.

Pros

Their way to increase permissions on end-user computers.

Cons

The lay-out is very outdated and is in serious need of modernization.

Pros

This remote support software helped me to communicate my needs and to get them met timely and effectively.

Cons

I never experienced any issues with using this remote support software. It functioned as intended and caused no memorable issues.

Pros

That software server is installed on premise on my local network. There's no any delays for using this app. Screen sharing and file transferring features are very super. Also I can access with my team to customer, that's awesome.

Cons

There is no audio chat feature. If I can talk with customer during remote support. It will be very helpful for troubleshooting issues more quicker.

Pros

I love the out-of-the-box ability to route chat sessions based on preset conditions. We have Bomgar integrated with Canvas. Based on a user's role in Canvas, we can route a chat session to appropriate personnel (the routing happens on the Bomgar side). For example, if teacher initiates a chat session, then that person is routed to a different support channel than if a student were to initiate the chat session. This integration is only possible because Bomgar provides an API allowing 3rd party integrations.

Cons

My biggest complaint is the lack of ability to customize the color of the send button in the chat window. Its default is orange which clashes with our institution's primary color of green. I hope Bomgar provides a method to edit the color of this button.

Pros

Screen sharing feature helps to show concern live to helpdesk.
Recording of sessions are useful to resolve matter in future if required.
Data sharing can be done in easy manner.

Cons

It's user interface is not friendly as training session is required to understand this tool before use of same.
Sometime session get end off automatically even at stable internet speed.
Main backlog is that it don't have audio conferencing during remote session.

Pros

Remote Support is very easy to use for help desk technicians as well as staff members.

Cons

It's look and feel is still old-school. There are opportunities to make the software look better.

Pros

Product met all of my expectations. Highly satisfied.

Cons

Nothing I didn't not like about the product. It provided all of my needs & is great to have. Easily accessible.

Pros

The ability to work with someone remotely to troubleshoot problems with our scoreboard systems and determine if there is a software issue or if it is a hardware issue, saving time and money when it can be done remotely rather than having the companies who help us send a technician on site, which is more expensive for both parties.

Cons

I think sometimes it takes a while to connect and also has moments where it could be more seamless, but overall the complaints are minimal compared.

Pros

- works over firewalls seamlessly
- network performance is good, very little buffering and delays
- auto scales images from HD / low definition depending upon fiber network strength
- works on numerous devices from laptops, to tablets to mobile devices across various operating systems

Cons

Nothing much to not like
- Customer support could be made better for enterprise level servicing

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

When you hav an issue with your compuer Bomgar is for me the remote acfcess i want . It is easy to get connecetd and follow along and it has screen sharing, chatting and overall seems efficient, effective and valuable.

Cons

The chat box could be larger so you can see more of oyur message you are writing the remote agent.

Pros

Let's you manage all your machines that are on network from any place.

Cons

Real time notification still has some bugs and need to improve.

Pros

All customers are not within in your intranet for which you can use some sort of intranet communication tool and then you need something like this which is so seamless you would be astonished. Forget about low bandwidth in the customer end this allows you to connect people from the most remote places. You can take control of external user and do almost everything what you want the users to do. This not only saves time by reducing communication but also keeps the user happy by not walking through the unwanted application specific steps. You can specify what level of access to end user's computer the support team will get which is a awesome feature.

Cons

The pop up window comes out of no where can be little annoying. I will prefer some sort of message before sudden pop up comes up. Some apple ios specific issues was there which has been reduced with every release.

Pros

it is friendly to use and easy to install and setup and also user able to download and run fast

Cons

it is friendly to use and easy to install and setup and also user able to download and run fast

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