It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done.
Privilege Access Management Consultant at Integral Partners LLC
Aug 17, 2022
I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS.
Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees
Jun 1, 2021
Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature.
It is pretty user-friendly. It is also good performance-wise.
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.
Cybersecurity Architect at a tech vendor with 1-10 employees
Apr 14, 2020
It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.
It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great.
Privilege Access Management Consultant at Integral Partners LLC
Aug 17, 2022
The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices.
You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.
Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees
Jun 1, 2021
It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle.
Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system.
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.
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.
Sr VP fo Business Operations at Networking Technologies and Support, Inc.
Nov 22, 2020
Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand.