Remote Support

Remote Support

by BeyondTrust

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

Remote Support Pricing Overview

Remote Support does not have a free version but does offer a free trial.

Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Remote Support Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Diagnostic Tools
File Sharing
Real-time Chat
Screen Sharing
Session Recording
Session Transfer
Surveys & Feedback

Remote Support Reviews

Showing 5 of 1 438 reviews

Overall
4,6/5
Ease of Use
4,5/5
Customer Service
4,5/5
Features
4,5/5
Value for Money
4,3/5
Ivan M.
Technical Services
Computer Software, 13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2020/01/21

"Support software done right"

Comments: Very intuitive, I like it very much. When you come across a product like this, you get to understand the experience that was put into the development of this product. No support software comes close.

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.

  • Reviewer Source 
  • Reviewed on 2020/01/21
Eric D.
Owner
Accounting, Self Employed
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/05/26

"REMOTE ACCESS "

Comments: Very efficient and dependable product. With 98 + up time.

Pros: Bomgar allows you to access clients systems with ease and stability. The product comes in a number of setups and technical support is superb.

Cons: The security certificate process when you have your own appliance can be dicey but it's still the best way to secure your customers have safe and secure remote access.

  • Reviewer Source 
  • Reviewed on 2020/05/26
Verified Reviewer
Service Desk Specialist
Information Technology & Services, 10 001+ Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    3/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 2019/05/08

"Good tool, but not the best.."

Comments: I have used Bomgar quite extensively in a Service Desk environment and while I like the tool, I think it is in a serious need of modernization.
The lay-out looks very outdated and, as far as I know, the tool lacks a good reporting function.
The integrated chat works fine and their best feature, in my opinion, is their permission increase on end-user computers.
However, there are other tools out there that do the same, and better.
Having done a comparison research for a previous project, I can say that Bomgar is quite expensive as well and does not provide the best bang-for-your buck as other remote take-over tools out there..
I would recommend this tool, as it does function well and does what it needs to do well, but only after recommending other tools first.

Pros: Their way to increase permissions on end-user computers.

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

  • Reviewer Source 
  • Reviewed on 2019/05/08
Robert S.
Helpcenter Manager
Newspapers, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/04/16

"Best Remote for Corp Support"

Comments: Great remote support. Connects to Mac and PC easily.

Pros: I found that this software/server package is the best and easiest software for Corporate use.

Cons: Yearly renewal might be a little high for smaller companies.

  • Reviewer Source 
  • Reviewed on 2020/04/16
Kendall P.
Senior IT Engineer
Telecommunications, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/12/13

"Remote Support with ease"

Comments: By having unrestricted remote access to all of the systems on our Network it has given us the ability greatly increase our productivity and almost eliminated travel to remove locations.

Pros: The ability to allow any system user to give me remote access thru our remote support web site without the user having to have any client pre loaded.

Cons: I don't have any cons with the software.

  • Reviewer Source 
  • Reviewed on 2019/12/13