BeyondTrust Remote Support Reviews

• You can access any device, running basically any type of operating system both on and off your corporate network to support users and their devices remotely.
• The solution works in a way that lets you control and repair a device as if it were sitting on your own desk.
• You can make your service desk work more efficiently with Bomgar Remote Support because you can integrate the tool into your existing ticketing system.
• Everything done during sessions is logged into session transcripts and video recordings, if you want. This helps during audits of remote access tools.
• The solution integrates with MS Active Director. That makes user authentication simpler and also safer compared to other local options.

We integrated Bomgar in our ITSM platform. Now our help desk engineers can start a remote session straight from a help desk ticket. All the logging and notes of that session are stored in our ITSM platform. They can help more employees faster without spending time copying, pasting, and administering help desk calls.

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

We have used the solution for one year.

We have not encountered any stability issues.

We have not encountered any scalability issues. We use the virtual appliance option that lets us upgrade the hardware specs if needed.

For globally oriented customers, Bomgar also offers Atlas clustering with appliances that can span multiple data centers and locations around the world.

The technical support is excellent. Bomgar also offers a very rich, technical documents website online. Their support team is more than willing to help you out if you have implementation or configuration questions.

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

The setup was very straightforward. Their concept is simple for everyone to understand. The technical documents help when you have doubts about anything while implementing.

Their manner of licensing is a little bit different, depending on your deployment option. They offer both on premise and cloud deployment that involves a perpetual license plus maintenance or a yearly subscription.

We didn't evaluate other options as we had previous experience with a different remote support tool.

Make an inventory of all the remote support tools your organization currently uses. Try to consolidate them by using Bomgar.

The most valuable feature would be remote support. We have over 4000 computers on campus and this is our go-to for remote support.

We used to have to constantly run from building to building and campus to campus. Now our technical staff can focus more on customer support than beforehand.

I wouldn’t mind seeing this product have the functionality of pushing small software bundles. I think they might be working on this currently but I'm not sure.

We have been using Bomgar here at the college for about four years.

Bomgar is one of the most stable platforms I have ever used in the IT world. It just always works.

Absolutely no issues with scalability at all.

Their technical support is top notch, although we have only used them a little. This product just works. I wish we had other products that are as reliable as Bomgar.

We used to use Ultra VNC. We switched over because we were not having much luck with Ultra, as far as performance is concerned.

The setup was straightforward and we had lots of help from Bomgar. They sent down a technical adviser to help with the setup, but honestly it was very easy to setup.

Talk to your sales rep. Ours was very helpful in getting us a great deal with the product.

The only other option we used was UltraVNC and as I said it just didn’t work well for us. We spoke with a lot of Dell KACE users and all of them highly recommended Bomgar. They work very well with each other.

Read the manual and do not be afraid to reach out to the Bomgar community. A lot of help is out there for any issues you may run into.

Screen sharing and remote in ability.

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

Mobile. Need more inroads into Apple devices.

5 years

None. Between our expertise and the installation pro from Bomgar on the phone, we had no issue whatsoever.

None.

None.

10 out of 10. They have great participation, knowledge, ownership and communication.

10 out of 10. Once again we have yet to stump them.

LogMeIn

It was straightforward AND complex. We replaced a web based solution (LogMeIn) with a device based solution. The complex part was fitting it into our environment.

In-house.

They sales people are great. Don't be afraid of asking for a specific price - they will be open and honest.

Yes:

• LogMeIn
• Remote USA
• Webex
• Screenshare

Easy access to all my servers from one stop.

Easy to get to pinned machines in my enterprise.

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

8 years

10++++

10++++++

Integrated chat, jump to, and canned scripts.

To standardize routine tasks, we can write scripts and run them within Bomgar to speed up troubleshooting and standardize assistance.

When we first purchased Bomgar, the support blew me away. Over the last two or three years however, it dropped off. it was still pretty good, but now long hold times, and they now want to charge for some support. their support team is very good, but not as good as it was.

Six or seven years.

No issues.

Never! This is the most stable product on the market.

8/10

10/10

Dameware, PC-Duo, SMS Remote Connect. Bomgar has the most feature-rich and stable product on the market.

Very straightforward.

In house

Teamviewer, LogMeIn

We love the ability to customize our remote support page. You can add your logo and have your tech names on the page, so they can just click on the name instead of putting in a PIN. You can display whatever text you want. You can add a survey.

We like the flexibility to have a client on a computer log in on demand or give someone a link to log into their computer.

This gave us the LogMeIn pro and LogMeIn rescue ability to each tech. We also have the ability to share our screen to improve training.

With Linux, we had issues with Ubuntu specifically. We installed agents on the machines and after placing them on another network after being installed, they wouldn't connect back to us. We would need to install another agent. This isn't an issue with Windows machines. This never really got resolved, so we mostly use it on Windows now. If they could figure it out, that would be great.

Another issue is that some windows lock up and you can’t do anything, if you didn't install as an admin, or if you connect to a non-admin user and an administrative screen comes up. For example, if we click on Control Panel, it freezes until the local user closes that screen. That's not an issue I ever encountered with other products.

We've been using Bomgar for about five years.

The only time we had any issues is with this product is that it is a little wonky on Linux, but we don’t have many Linux boxes we remote into that way, so it’s not much of an issue.

I did not encounter any scalability issues. The hardware is virtual and license updates are done through an upload to our web page.

I would say it's better than most.

We used LogMeIn.

We started using Bomgar for cost reasons and also there is no "man in the middle" like LogMeIn. Customers were more willing to use it because we maintain the servers.

It has LDAP authentication.

It integrates with Dell Kace.

We can use it from anywhere.

The setup was pretty straightforward for this type of product.

We really like that the cost of ownership is way cheaper than LogMeIn or some of the others. It is a higher price up front but it is much cheaper over the long run. It is based on how many techs are using it at one time and not how many techs are in the system.

If you have users that don’t use it much, you may not want a license for them. You can consider one or two licenses for a department.

We looked at LogMeIn, TeamViewer and GoToMyPC.

If you are a small shop, it may not be for you because of the up-front cost. There are other solutions that will meet your needs that are cheaper. Otherwise, this is overall a really good product and meets our needs.