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BeyondTrust Remote Support pros and cons

Vendor: BeyondTrust

4.5 out of 5

38 reviews
100% willing to recommend

Pros & Cons summary

BeyondTrust Remote Support decreases IT travel costs by enabling global remote client assistance. It delivers stable, reliable performance with excellent technical support. The integrated chat and ITSM management enhance efficiency, while features like remote session recording boost IT capabilities. However, installation complexity, mobile app integration, regional support in India and Turkey, non-Windows compatibility issues, and high pricing hinder broader adoption, emphasizing areas for improvement in setup, connectivity, and affordability.

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 significantly reduces travel expenses for IT technicians by allowing global client support remotely.

Users report stability and reliability, with the product working seamlessly without crashes, bugs, or glitches, and offering a smooth user experience.

Technical support is consistently rated highly, described as polite, quick, and effective in resolving issues, enhancing overall customer service.

The integrated chat service combined with remote control and ITSM management software integration offers efficient service desk operations.

BeyondTrust Remote Support provides vast functionality, including remote sessions recording, mobile device assistance, and remote reboots, enhancing IT support capabilities.

CONS

BeyondTrust Remote Support installation and upgrades need improvement, particularly regarding its initial setup and complexity.

The integration with mobile devices such as iOS and Android needs enhancement, including better connectivity and communication.

Technical support in certain regions, like India and Turkey, has room for improvement regarding responsiveness and local availability.

There are known issues with non-Windows support capabilities, notably with Linux and Apple devices.

The pricing is considered high, which limits accessibility for additional licenses, affecting wider adoption.

BeyondTrust Remote Support Pros review quotes

Configuration Specialist at a pharma/biotech company with 1,001-5,000 employees

Aug 9, 2016

We love the ability to customize our remote support page.

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ITSM Administrator at a real estate/law firm with 1,001-5,000 employees

Mar 14, 2017

We love the security, the flexibility and our end users especially enjoy the security and knowledge that when we are finished with their computer they can validate that the software was removed from their system.

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DESKTOP RESEARCH at a recruiting/HR firm with 10,001+ employees

Oct 18, 2016

This is the most stable product on the market.

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BeyondTrust Remote Support

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

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Tech Support Manager at a retailer with 501-1,000 employees

Oct 26, 2016

Easy access to all my servers from one stop.

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Online Banking Product Development and Testing Manager at a financial services firm with 51-200 employees

Oct 26, 2016

Has helped our Support Teams become 100% more productive and pleases our customer base internally and externally.

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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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Senior Account Executive at a tech services company with 51-200 employees

Nov 27, 2016

We have used other solutions, but Bomgar has a superior security architecture compared to the competition and lets us control remote access in a granular manner.

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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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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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Show 10 more reviews (out of 36)

BeyondTrust Remote Support Cons review quotes

Configuration Specialist at a pharma/biotech company with 1,001-5,000 employees

Aug 9, 2016

With Linux, we had issues with Ubuntu specifically.

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ITSM Administrator at a real estate/law firm with 1,001-5,000 employees

Mar 14, 2017

Linux support leaves quite a bit to be desired. Ubuntu systems have issues with connectivity.

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DESKTOP RESEARCH at a recruiting/HR firm with 10,001+ employees

Oct 18, 2016

When we first purchased Bomgar, the support blew me away. Over the last two or three years however, it dropped off.

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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: April 2026.

892,287 professionals have used our research since 2012.

Tech Support Manager at a retailer with 501-1,000 employees

Oct 26, 2016

I would like to be able to transfer files between sessions.

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Online Banking Product Development and Testing Manager at a financial services firm with 51-200 employees

Oct 26, 2016

Mobile. Need more inroads into Apple devices.

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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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Senior Account Executive at a tech services company with 51-200 employees

Nov 27, 2016

The configuration and permission options are extensive. However, we would appreciate having a search function in the settings.

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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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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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Show 10 more reviews (out of 36)

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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

NinjaOne vs BeyondTrust Remote Support

Workspace ONE UEM vs BeyondTrust Remote Support

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

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See all alternatives

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