Remote Support

Who Uses Remote Support?

BeyondTrust Remote Support offers the capabilities that enterprise level IT and customer support organizations need. We serve all industries.

What Is Remote Support?

BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency.

Remote Support Details

BeyondTrust

http://www.beyondtrust.com

Founded 1985

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Starting price

N/A
US$20,00/month
US$79,00/month
N/A

Free Version

Free Version No
Free Version Yes
Free Version No
Free Version No

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

Remote Support deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Remote Support Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Application Access Control
  • Approval Process Control
  • Audit Management
  • Audit Trail
  • Authentication
  • Behavioral Analytics
  • Biometrics
  • Compliance Management
  • Configurable Workflow
  • Credential Management
  • Data Synchronization
  • Data Verification
  • Endpoint Management
  • Event Logs
  • File Management
  • HIPAA Compliant
  • Incident Management
  • Least Privilege
  • Member Accounts
  • Monitoring
  • Multi-Factor Authentication
  • Multiple Data Sources
  • Multiple User Accounts
  • PCI Compliance
  • Password Management
  • Policy Management
  • Real Time Monitoring
  • Remote Access Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Risk Alerts
  • Role-Based Permissions
  • Secure Data Storage
  • Secure Login
  • Security Auditing
  • Self Service Portal
  • Server Monitoring
  • Single Sign On
  • Third Party Integrations
  • Threat Intelligence
  • Two-Factor Authentication
  • User Activity Monitoring
  • User Management
  • Workflow Management

View full list of Privileged Access Management Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Audit Management
  • Audit Trail
  • CRM
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Customizable Branding
  • Customizable Reports
  • Diagnostic Tools
  • File Sharing
  • File Transfer
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Update / Installation
  • Reporting & Statistics
  • Reporting/Analytics
  • SSL Security
  • Screen Sharing
  • Secure Login
  • Self Service Portal
  • Server Monitoring
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Summary Reports
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integrations
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Unattended Access
  • User Management
  • Video Conferencing
  • Video Support
  • Workflow Management

View full list of Remote Support Software

Remote Support Alternatives

More Remote Support alternatives

Remote Support Reviews

Read all reviews

Overall rating

4,6/5

Average score

Ease of Use 4,5
Customer Service 4,5
Features 4,5
Value for Money 4,3

Review software

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Jessica B.
Jessica B.
Customer Service Representative
Consumer Services, 501-1 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/08/28

"Amazing features"

Comments: I have got to say this is my favorite as far as remote support goes. It is super user friendly and easy to adapt to it. It has amazing features that allows a one stop shop which is amazing!

Pros: Amazing features, two factor authentication, remote desk top support is great. Super easy to use and maintain

Cons: There are to many products like this one and the price is a little higher then I'd like it to be but that would be my only issue.

  • Reviewer Source 
  • Reviewed on 2020/08/28
Telayna W.
Research Technician
Higher Education, 1 001-5 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/12/27

"Comprehensive Remote Support Software"

Comments: Remote Support has been a secure, fairly understandable, remote access console to quickly get going with, allowing consistent remote access to many computers needed for my work.

Pros: The remote access console is clean and fairly easy to figure out. It can be accessed from a desktop program or a web console, allowing me to remotely access quickly and easily from various devices. The chat support feature is very simple to use and allows IT support professionals to access my machine for troubleshooting in a transparent way.

Cons: Colors on imagery were rendered strangely when remotely accessing some computers. There is a way to fix display color settings within the software, but it took me a long while to figure this out. Dynamic display rendering would have prevented this struggle.

  • Reviewer Source 
  • Reviewed on 2020/12/27
Matthew P.
Network Coordinator
Mechanical or Industrial Engineering, 1 001-5 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/07/29

"Powerful and Easy to Use Remote Support Software"

Comments: By far the best remote support software for help desk administrators. Easy for both the end users and technicians to use.

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.

  • Reviewer Source 
  • Reviewed on 2021/07/29
Diana D.
Coaching Program Manager
Financial Services, 5 001-10 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 2020/03/03

"Bomgar review"

Comments: It was okay but not great. Manageable I would say. None the less it's still better than webex remote..

Pros: It's faster than webex remote. It's quicker to generate a link for clients so we can remote in. It's modern and better aesthetically.

Cons: Takes too long to set up. There were like different layers of authentication and token and codes to start it up and set it up. Too time consuming

  • Reviewer Source 
  • Reviewed on 2020/03/03
Marat N.
System Administrator
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/07/15

"BeyondTrust Remote Support review"

Comments: Like I mentioned above we often use BeyondTrust Remote Support tool to resolve various types of issues of our customers. Some unique features of Remote Support tool make it irreplaceable for us.

Pros: BeyondTrust Remote Support (formerly Bomgar) supports many end user environments - Android, BlackBerry, iOS, Linux, OS X, Windows, Windows Mobile.
As I previously mentioned the Remote Support tool has some unique features I often use - you can avoid typing very complex password by using copy/paste function in Windows pre-logon screen, run the applications under SYSTEM account in remove CLI session, etc. Remote Support makes those features easy to use.
The Remote Support from BeyondTrust has many other useful features and easy to use. BeyondTrust is our main remote support tool.

Cons: Unfortunately the licensing cost (per representative) is still very high. Because of that we use the tool almost full working day and even more. Sometimes our team members has to wait for available remote support license.

  • Reviewer Source 
  • Reviewed on 2021/07/15