I really enjoy the reporting and administration features and the willingness of BeyondTrust Remote Support's own support and product teams to go above and beyond for their customers. We had an issue a few weeks back that required escalated handling, and the service team was amazing. They did a perfect job.

I also love the ability to provide seamless and fast support with BeyondTrust Remote Support, which is very important in my organization.

BeyondTrust Remote Support's best features empower our service desk with utilities within the software that all work as designed. It provides a complete remote solution for our business, hence promoting business collaboration. Additionally, it offers a stable remote connection and keeps a repository of recently logged-on host machines perfectly while reestablishing a remote connection if there was a network drop. The stable remote connection and repository of host machines have helped my team by satisfying regulatory requirements for a long time. I also love its unique segmentation capabilities of their cloud deployment, giving us a cloud without compromise.

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The best features BeyondTrust Remote Support offers are that it is very easy to use on any device, whether it is Mac or Windows or Android. Users of all skill levels have had no issues connecting with the support staff. It is an invaluable resource for tech support working remotely. It has a great interface, which is very intuitive. The mobile app really comes in handy. I love the ability to use it without a download from any computer.

The feature I find myself using the most or relying on most often is the intuitive user interface. I use it every day to navigate and customize it according to my needs, along with the mobile app. I love using it, especially when I am working remotely or at home. It is very flexible and easy to use, and I remotely access systems of all types. As I mentioned, it supports all types of systems, making it a very flexible tool.

Regarding the features, I would like to add that the security is also top-notch.

Additionally, it is reliable 24/7 with high connectivity.

BeyondTrust Remote Support has positively impacted my organization by enabling us to reduce travel expenses for our IT technician by at least 50%. It has increased our response time on issues, which reduced our employee's downtime.

The improvement in response time has been significant, with troubleshooting issues from anywhere there is an internet connection going from 20% downtime to 45% improvement.

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The best features BeyondTrust Remote Support offers are that it is easy to use. We have many users using this from our organization and end users. Implementation is a breeze and easy to set up. Upgrades are flawless and simple.

What makes the setup and upgrade process for BeyondTrust Remote Support so smooth for my team is the ease of use for the representative console. The ease of explaining to a non-computer-savvy person how to connect is seamless. Remote control of all devices we support, including Linux, Windows, iOS, and Mac, is also a key feature. We do not support iPads as we are unable to remote control them if needed.

BeyondTrust Remote Support has impacted our organization positively by providing better customer service, and improving efficiency for all our representatives. It provides access to all servers from one spot and all computers. We can troubleshoot from any location, saving time and cost. Additionally, it has reduced phone support and the time spent on the phone.

BeyondTrust Remote Support improved our first-line resolution from 30 to 45%. There is better customer service compared to our previous tool, with an increase of 50%. We have improved efficiency, as we can support users anywhere, and we have achieved cost savings of reduction from 30 to 40%.

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BeyondTrust Remote Support allows for easy management of hundreds of computers in a single app. We support a lot of computers for dozens of our clients and employees. Finding the right computer to access is very easy and can be done with just a few clicks.

The best features BeyondTrust Remote Support offers include rapid deployment, extremely reliable service, a wide array of built-in tools, phenomenal support, integration with security providers, and increasing our security posture in my organization. It also provides remote support on our local network and outside of our local network.

These features impact my daily workflow significantly as they allow our technicians to support people in remote locations that before would have required them to drive out to the sites to troubleshoot, which was quite expensive. Now we are able to save considerable cost and time. When it comes to the flexibility of providing remote support through a number of devices, including mobile, it is very efficient.

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BeyondTrust Remote Support's best features include monitoring, remote access, persistence sessions, good performance over low bandwidth lines, permissions management, and interactive remote desktop capabilities that perform amazingly.

Permissions management and good performance over low bandwidth have made a difference for my team by providing an easy and secure way to perform interactive remote desktop support. It also allows us to use chat with the users we support.

BeyondTrust Remote Support has positively impacted my organization by improving employee efficiency, increasing response time, and enhancing customer service. Customers appreciate it when we can bill them less for an issue. It helps with productivity as we can support more customers since we do not have to go on-site for every issue. We are able to save on costs and cut down the time, allowing us to focus on more strategic tasks. We have been able to save time, precisely one to two hours every day, which is a very positive outcome.

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The best features BeyondTrust Remote Support offers include unattended remote support through jump clients and the flexibility of providing remote support through a number of devices, including mobile devices. We have the flexibility to choose to deploy a physical appliance on-site or a virtual appliance in the cloud.

The flexibility of remote support and the ability to use it on different devices, including mobile, has been very helpful. It is a very robust tool, the mobile app is very easy to use, and it helps us because we can use it even in remote areas. It is becoming very helpful, and it also supports remote support on our local network and outside of our local network, and it uninstalls itself afterwards. It supports Android users by allowing them to remote into their phones or tablets easily.

BeyondTrust Remote Support provides additional space to allow multiple users to see a single desktop, and there is easy access for end-users to join a session with a technician.

BeyondTrust Remote Support has positively impacted my organization because of the amount of details the technicians can put into a ticket before escalating it. There is a positive customer experience because often their description of the problem is not as detailed as needed. It is better to see it with our own eyes, so we are able to troubleshoot into their machines and do it ourselves. We have also been able to save a lot of time and cost because we don't have to travel all the way to the site, and the cost-saving and time savings have been roughly 40 to 50%.

The 40 to 50% cost and time savings is based on fewer site visits. We are also able to support people globally, which is excellent. Our phone technicians are able to help people better when they call in and provide more time for our building technicians to do other things, saving a lot of time.

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The best features BeyondTrust Remote Support offers are that it allows us to take control of a computer remotely using a website. Users can access the website from anywhere. We are able to elevate rights and use admin credentials if needed through BeyondTrust Remote Support. File sharing is great, and desktop and screen sharing are also available. You can use it to screen share on multiple platforms. The amount of information that you can collect from a customer computer without even screen sharing is immense and helps to troubleshoot when there is a problem.

Elevating rights and using admin credentials has helped my team by making it easy to contact a user, ask for their machine asset tag, and then quickly and securely remote into their PC. Because we are able to have this capability, we can deploy this solution across our organization, and it works very well.

BeyondTrust Remote Support should be recognized for offering security and user confirmation for accepting screen share, which is great. Chat and file sharing are also available. Latency is minimal, and the performance is always high.

BeyondTrust Remote Support has positively impacted my organization in that for troubleshooting computers of our clients or users we can work from our offices or our own convenient place. This has saved us a lot of time and cost, with approximately thirty to forty percent of our time being saved. The directory listing all of our computers that have the Jump client loaded, showing both online and offline computers, is one of the best features for our remote support. You can support people on personal computers via the web interface portal without the need for agent software to be pre-installed. It also allows other programs to run in the background while running the program itself.

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One of the great features is that service desk members can work together in a remote session. There are roles in our team, like team leader, team member, and team manager. This allows the team manager or leader to support the team member. 

Another valuable function is the ability to elevate rights in a session. The support desk member can have more control over the end user's PC to assist them. Additionally, there are various ways a customer can receive support, like starting by chat or session ID. 

The solution also allows managing and supporting remote devices, especially Apple devices. While controlling Apple devices fully is not possible, sending a new configuration profile or assisting with settings is. 

The most valuable feature is sending an SMS to a mobile device for assistance, such as installing or configuring a mail client. The technique for Android devices allows control in the session, while Apple devices can only be viewed. Full remote control on Apple devices is not supported. It's a common limitation across providers.

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The features are common among systems, including special management, password management, and credential management. A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems. With tools like PRA, access can be granted without creating IDs directly on AD, providing access to privileged or target systems very efficiently.

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It was invaluable because we were able to simply send a link out to whoever we needed to help within our organization. They'd click on the link, and they'd simply give us the permission that we needed to get in there. 

We could also monitor what our different support staff members were actively doing when they were trying to fix an issue or problem. It made it very quick and easy. It wasn't anything complicated. It was something that even the lowest-tech type of a person within our organization understood and didn't have a problem with.

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.

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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.

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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.

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Remote sessions are automatically recorded so there is a history of all coding and scripting. Notes and videos can be attached for both customers and service partners which is powerful.

Managing user accounts is easy. 

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The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely.

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The solution does offer mobile support.

Setting up the cloud deployment is very simple. 

The solution is stable.

We've found the technical support to be quite helpful and very valuable to have.

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Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.

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The solution's most valuable aspect is its ability to be able to record sessions.

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The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.

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We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision. It takes screenshots and it saves those sessions in the cloud. This is important for audit purposes and these features make this solution stand out from the rest.

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I like the interface and it's helpful for me that when I'm taking a session it's totally in my control.

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It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us.

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This is a very secure product.

There are a lot of features available.

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The most valuable features are:

• The ease of deployment
• Performance
• Pre and post-sales support 
• The vast majority of the localization they have done
• The solution provider that they support. 

Bomgar brand, or now BeyondTrust's brand reputation is great. It is very strong, it's an undisputed global leader. You just can't argue about it.

You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.

The most important aspect is the amount of compression the Bomgar team has done. They compress so much compared to other products. It really makes it stand out from its peers. If you have more sessions concurrently working, if the client does not compress enough, it would just basically chew up all the bandwidth. This is their DNA. It is just the best in compression.

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I personally like the ability to share files with other machines. It gives me the ability to harvest the tools that I need for a job before handling them when I connect to that machine. I simply move that package over to the machine that I need to work on, then perform the needed work.

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I like how easy Bomgar makes it to connect to end users and endpoints. I am able to easily connect to hardware all over the world.

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The ease of connecting with a client. No silly applets or anything to install. It just run the executable, then it connects almost instantly.

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Remote shell and file management are critical tools that I leverage regularly on the Bomgar Remote Support platform. Also, the remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled.

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The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow. Also, it allows IT to "visit" and take over a session when assisting. 

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• SAML integration
• Reporting capabilities
• Integration with ServiceNow
• Multiple web portals
• Jump Clients
• Remote mobile support

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We have integrated Bomgar's chat with ServiceNow and provide its chat as a main method of communication between our support team and users. The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool.

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• 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.
• Mobile device support option - While we are not currently making use of this, it is one that is on our roadmap to introduce and will be valuable for a heavily mobile workforce.

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The jump to feature function is the most valuable to us as it allows us to directly remote control customers. Furthermore, the Collaboration feature between technicians is also crucial.

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Some of the valuable features are:

• Non-persistent agent: This is the most valuable feature as there is no permanent client agent on the end user's machine. Support representatives provide the user with a URL and a session key. The user enters the session, during which a small file is installed and then removed completely at the end of the session. It is secure because the company’s network needs to open only port 443.
• Support for Internet device with security: While majority of the users are on corporate networks, quite a few are on the move or home based. Hence, the ability to support users securely over the Internet is a key feature.
• High availability supported with an easy setup and updates: High availability is well implemented with the Atlas Cluster technology for Bomgar appliances. Thus, ensuring the service is available with relatively no down time.
• Remote support for Windows 10 and mobile devices: Support for Windows 10, Android and iOS provides flexibility for organizations to support a wide range of platforms and devices.
• Integration client for archiving: API and integration client for reporting session data and logs has an easy setup. In addition, setting up appliances, configuring the cluster, carrying out backup and updates are hassle-free processes.
• Jump feature enables a Support Representative to push client agent and start unattended session with local and Remote devices. Unmanned locations can take advantage of Jump point, a Role served by one of machines on that network as conduit for unattended connections, Wake up machines and even connect via vPro AMT interface.
• Remote Support 16.2 introduced Web Interface for Representative Console, with same functions as Desktop Console.

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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. We like that we can customize the solution and we enjoy the screen sharing even on mobile phones.

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• 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.

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

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Screen sharing and remote in ability.

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Easy access to all my servers from one stop.

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Integrated chat, jump to, and canned scripts.

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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.

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